Service Concierge Jobs

NEIMAN MARCUS GROUP

Neiman Marcus Group (NMG) has been the premier destination for luxury fashion and goods, superior service, and an elevated retail experience for more than a century. Today, 9,000 associates contribute to the success of NMG’s brands: Neiman Marcus, Bergdorf Goodman, Last Call, and Horchow. There are 37 full-line Neiman Marcus stores in cosmopolitan markets across the United States and a sophisticated digital platform that attracts shoppers worldwide. Bergdorf Goodman operates two stores in landmark locations on Fifth Avenue in New York City and BergdorfGoodman.com, catering to loyal luxury customers globally. NMG also owns five Last Call stores and Horchow.com, an e-commerce site that offers premium furniture and home decor.

As an organization, NMG is on a transformational journey to become the preeminent luxury customer platform. NMG continues to deliver the best integrated customer experience and has evolved the business to succeed in the ever-changing retail landscape. NMG is a relationship business. What differentiates the organization from other luxury retailers are its unique assets: a strong store footprint, the most knowledgeable associates, an engaging online experience, solid brand partnerships, innovative digital and in-store experiences, the most loyal luxury customer base, and a strong balance sheet.

Our customers will always be at the center of everything NMG does. The company continues to reinvest in new technologies that enhance the customer experience. NMG meets customers where they are. NMG’s goal is to offer customers a seamless experience across its stores, online, and remote digital selling.

NMG’s priority is to develop a highly engaged and high-performing team where everyone belongs. The business attracts and retains best-in-class talent through unique offerings provided to associates in addition to standard employer benefits. These include an innovative way of working, associate discounts on merchandise, tuition reimbursement, associate hardship fund, and paid time off to volunteer, to name a few.

As part of NMG’s Environmental, Social, Governance (ESG) work, the organization is focused on driving its core value of being “All Heart.” NMG is also assessing its current environmental and social impact while developing a three-year plan to lead the luxury industry in its commitment and transparency to environmental and social sustainability. NMG strives to become an employer of choice, driven by a culture of Belonging. A dedicated team focuses on this journey, directly impacting how NMG conducts business throughout the workforce, workplace, and marketplace dimensions.

NMG has incredibly passionate and committed corporate and store associates. NMG offers associates an environment where everyone feels welcomed, nurtured, and empowered. Our associates are the heart of NMG. As an organization, NMG leads with love – love for customers, love for associates, and love for brand partners.

Summary Statement: The Service Concierge is an integral part of the selling environment with a primary focus on delivering service excellence. These associates welcome clients, discover the purpose for their visit, and guide clients through their journey. Their contribution enables a modern, seamless, luxury client experience, by anticipating clients’ needs and removing potential obstacles. They will also perform limited administrative and transactional duties, to support the client experience.

Responsibilities & Duties

• Ensures all clients are greeted and welcomed warmly in a timely manner, acting as a personal host, and joining the client’s in-store journey.
• Process Expert - Guarantees the customer’s experience is efficient and easy
  • Swiftly manages escalated customer issues; partnering with in-store leadership when required.
  • Provides timely follow-through on customer requests, inquiries, and needs.
  • Regular appointment partnership with Client Advisors - ensuring consistent client engagement and providing forethought to customer expectations.
  • Leverages digital, in-store, and web-based communication tools for comprehensive client perspective, enabling clear path to exceed expectations.
• Regular appointment partnership with Client Advisors - ensuring consistent client engagement and providing forethought to customer expectations.
• Promotes all in-store activations, animation, events, InCircle benefits, and services, including alterations, the restaurant, spa treatments, valet, appropriate for client based on acquired information and client cues.
• Coordinates with internal services partners to deliver seamless client experiences and exceeding expectations.
• Empowered to make thoughtful gestures creating moments to earn memories.
• Principal staffing in Client Services, offering clients a destination for inquiries and services requests.
• Experience concierge – Provides Service Excellence, establishing Neiman Marcus as an Industry Leader for client experience
  • Ensures all clients are greeted and welcomed warmly in a timely manner, acting as a personal host, and joining the client’s in-store journey.
  • Discovers the purpose of the client’s visit by engaging authentically, encouraging conversation and determines the best next step to ensure a seamless experience.
  • Reads the client’s cues and helps expedite their experience.
  • Empowered to make thoughtful gestures creating moments to earn memories.
• Discovers the purpose of the client’s visit by engaging authentically, encouraging conversation and determines the best next step to ensure a seamless experience.
• Provides timely follow-through on customer requests, inquiries, and needs.
• Leverages digital, in-store, and web-based communication tools for comprehensive client perspective, enabling clear path to exceed expectations.
• Reads the client’s cues and helps expedite their experience.
• Services Champion - Global Store Experience Ambassador
  • Principal staffing in Client Services, offering clients a destination for inquiries and services requests.
  • Assists with returns, curbside pickup, buy online / pick up in store, change requests, cash pickup and other duties as assigned
  • Coordinates with internal services partners to deliver seamless client experiences and exceeding expectations.
  • Promotes all in-store activations, animation, events, InCircle benefits, and services, including alterations, the restaurant, spa treatments, valet, appropriate for client based on acquired information and client cues.
• Swiftly manages escalated customer issues; partnering with in-store leadership when required.
• Assists with returns, curbside pickup, buy online / pick up in store, change requests, cash pickup and other duties as assigned

Qualifications

• Experience in customer service or hospitality industries with proven ability to effectively promote products and services
• Minimum 1 year of experience
• Associates must be willing to work a flexible schedule based on business needs, which will include evenings, weekends, and holidays
• Familiar with and able to use retail and mobile technologies

Passion for People

• Exhibits a gracious and welcoming attitude to others
• Takes ownership of internal/external customer problems and resolves them quickly
• Approaches each internal/external customer interaction in the spirit of developing a trusting, long-term relationship
• Adapts to work effectively with others who have different communication/working styles
• Accurately reads the emotions and reactions of the person(s) he/she is communicating with, and adjusts appropriately

Passion for Business

• Continually expands personal knowledge of new products, services, solutions and/or offerings, and uses that knowledge to gain internal/external customers (if applicable to their role)
• Thinks creatively when faced with business challenges or opportunities
• Exhibits flexibility and remains calm in a changing environment

Passion for Personal Growth

• Shows enthusiasm for learning more about his/her area of expertise and the retail industry
• Takes ownership for personal development, setting personal goals and initiating career/development discussions
• Describes the wants and needs of customers and other external factors that influence the business
• Brings an elevated level of energy to all work activities
• Maintains effectiveness in diverse work environments where circumstances and priorities are changing
• Consistently demonstrates high standards for all aspects of his/her work (e.g., personal performance, environment/ presentation, customer experience, selection of luxury goods, talent selection)

This job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.