Sr. Manager, Top Client Development - Tyson's Corner / Chevy Chase

About:

Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Across all brand touchpoints-from Bloomingdales.com to our newest small store concept, Bloomie's-everyone plays a critical role bringing our mission to life. Our inclusive culture promotes diversity of background, thought and opinion. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative, while having a lot of fun along the way.

Job Overview:

The Senior Manager of Elevated Selling and Customer Experience (SMESCX) is responsible for strategizing, leading, and educating the customer first, always expectation in their store through direct leadership of the elevated selling function (Stylists, Shoppers and the Registry). Possessing an inherent passion for people; recruiting, onboarding and developing direct reports, the SMECCX is part business consultant, part relationship guru, and 100% leader, the SMESCX will contribute and collaborate to drive the business forward, dreaming big to deliver bold and innovative strategies and solidify the legacy and reliability of brand Bloomingdale's. As a key partner to the General Manager, AGM and Business Sales Managers, the SMESCX is responsible to build together-optimizing customer experience, leading and driving selling strategy, top client development and VIC experiences through share of wallet growth with a focus on the Top 100 clients. The SMESCX is responsible for understanding the service landscape within the store, identifying and making things happen by addressing friction points and opportunities to exceed our customers' expectations across all brand touchpoints. The SMESCX will act as the leader of education and high adoption of new technologies to drive relationship selling.

Essential Functions:

Customer Connectivity:

• Develop and implement strategies to improve the quality of customer interactions, ensuring a premium experience at every touchpoint, ultimately driving sales and achieving NPS and client sales targets.
• Foster a Culture of Exceptional Service - leading by example to cultivate a culture where exceptional service is the norm, inspiring and educating team members to exceed customer expectations.
• Lead Customer Issue Resolution and support by proactively resolving customer issues while guiding colleagues toward customer-centric solutions, ensuring a cohesive and seamless shopping experience. Partner with Store and Central partners on escalated issues to resolve and ultimately remove ongoing pain points.
• Brings client maps to life by strategizing increased spend through the proactive planning and execution of elevated luxury experiences, special events, and high-profile activations
• Enhancing Customer Interactions: Develop and implement strategies to improve the quality of customer interactions, ensuring a premium experience at every touchpoint.
• Stores Roles - Senior Manager, Elevated Selling and Customer Experience.
• Reviews top client engagement regularly with leadership team and Top Producers, understanding efforts and implementing roadmap for growth.
• Partners with Top Client Development and Loyalty Marketing teams and business owners to maximize opportunities to delight top clients through experiences, offers, gifting, etc.
• Maximizes seller/client access to exclusive product and experiences through hosted experiences, product reserve processes, etc. to generate volume and excitement prior to new product releases.

Colleague Connectivity:

• Leads, in partnership with the GM, the introduction and adoption of the new Little Brown Book client development technology. Engages with leaders and users to ensure learning and development benchmarks are being met.
• Directly develops Personal Shopper and Stylist teams to grow their customer base and increase luxury penetration among existing customers.
• Influences development and attraction of Top Producers as a supplemental coach to elevate experiences.
• Act as a mentor and coach to team members, providing guidance and support to enhance their performance and professional growth.

Qualifications and Competencies:

• Associate's Degree and 3-5 years direct experience required.
• 3-5 years related experience.
• Prior direct experience in client categories and luxury development is required
• Practices open and continuous communication, values keeping others informed, effectively presenting information in a clear, concise manner
• Ability to effectively plan and execute strategies.
• Excellent leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels.
• Ability to think creatively, strategically, and technically.
• Ability to work a flexible schedule based on department and Company needs.
• Knowledge of MS Office computer programs are required.

Physical Requirements:

• Position requires prolonged periods of standing/walking around store or department.
• May involve reaching, crouching, kneeling, stooping and color vision.
• Frequent use of computers and other technology, necessary to perform job functions, including handheld equipment, cash register and ability to process register transactions.
• Frequently lift/move up to 25lbs.