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. Everyone plays a critical role to bring our mission to life. 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. We welcome and embrace diversity of background, thought and opinion while having a lot of fun along the way.
Job Overview
The Director of Top Client Programs (DTCP) is responsible for strategizing, leading and educating the cultivation of Top Clients and maximization of Bloomingdale's programs dedicated to top tiers. The DTCP builds a culture of top client consideration, ensuring that the highest levels of service are provided, needs are met and top clients are delighted.
A critical part of the DTCP role is to understand the landscape of top client business and experience in the Flagship, providing store partners with objective perspective and candid feedback. They are responsible for identifying the key challenges and requiring their partners to address these challenges to achieve measurable impact. The DTCP will consistently share best practices throughout the Trade Area.
Essential Functions
- Strategize Loyallist, Luxe and Unlocked
- Evaluate the store's portfolio of top clients, measuring growth and liabilities
- Review top client engagement regularly with leadership team, understanding efforts and identifying next steps
- In partnership with leadership team, select clients to participate in Luxe tier
- Partner with corporate Loyalty team to maximize opportunities to delight top clients through experiences, offers, gifting, etc.
- Partner with business owners and special events team to proactively plan events for top clients
Develop the Leadership Team
- Challenge and inspire strategic thinking that will enhance the connectivity with and cultivation of top clients, building long term/high value loyalty and growth
- Develop and guide the customer relationship leadership skills of store leadership
- Promote a culture of building relationships with clients at every level, coaching and setting the expectation of the customer as #1 priority
Drive Selling & Clienteling Ability
- Drives a commitment to strong client relationships that drive incremental business, with a distorted effort in focus businesses
- Guides and directs to effectively execute client outreach to build loyalty to the seller and the brand
- Serves as a leader and expert in the integration of clienteling technology
- Supports the effort to coach and develop sales and service professionals who exemplify the brand in their interpersonal skills, knowledge of fashion and pop culture and can leverage these skills to sell effectively
- Drives Loyallist integration at every touch point. Ensures that the Loyallist program is actively leveraged as a selling tool and used to drive business and build customer loyalty. Leverages key partners, both centrally and in the Flagship, to strategize and drive Loyallist penetration (including application acquisition, proprietary card usage and 3rd party enrollments)
Qualifications and Competencies
- Bachelor's Degree from a 4-year college or university.
- 3-5 years direct experience.
- Excellent communication skills - ability to identify and communicate site-specific ideas and programs.
- Ability to work with all levels of management.
- Strong interpersonal skills; good follow-up skills.
- Working knowledge of the physical security aspects of the job including alarms, EAS, CCTV, and lock and key.
- Ability to make solid business decisions, make recommendations and implement necessary changes.
- Highly organized and ability to adapt quickly to changing priorities.
- Must be a team player.
Physical Requirements
- Requires periods of walking, standing, communicating, reaching, crouching and climbing ladders.
- 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.
This job description is not all inclusive; additionally, Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. - including Macy's, Bloomingdale's, and Bluemercury - is an equal opportunity employer, committed to a diverse and inclusive work environment.