Director, Top Client Development

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

Bloomingdale’s is seeking a passionate, energetic, customer-obsessed leader to drive the evolution of our Top Client and Elevated Selling teams. The Director of Top Client Development will be responsible for the strategies to grow our top client and top seller portfolios. This includes the development, iteration and elevation of the programs that engage our best customers and strengthen those relationships. The Director will work at the intersection of humanity & technology, digital & physical commerce, high-touch & seamless experiences to define luxury experiences at Bloomingdale’s ensuring that the client, their relationship with our colleagues and our brand and their needs are always at the center. The Director will drive growth strategy of these programs, keeping a pulse on market trends and competitor activities, evolving Bloomingdale’s strategy for the needs of our clients. They will report on progress and financial performance. They will build a network that attracts new top clients and selling talent to the Bloomingdale’s brand. The Director will serve as a primary partner to senior leadership supporting luxury selling and top client cultivation.

The Director of Top Client Development will report to the Vice President of Customer Experience & Strategy and is part of the larger Customer & Revenue Growth organization. The CRG pyramid is responsible for developing the holistic experience strategy across the Bloomingdale’s customer journey through innovative solutions that elevate the overall Bloomingdale’s shopping experience and strengthen customer relationships.

Essential Functions

• Own and drive the Top Client portfolio and development strategy to deepen top client relationships and deliver continuous growth.
  • Drives creation of plans and strategies to deepen client connectivity and satisfaction, resulting in increased share of wallet. Analyzes client data to identify trends and opportunities for growth
  • Develops deep knowledge of the Bloomingdale’s brand and health of the client base to ensure we continuously iterate and elevate our experiences to best equip elevated sellers to meet the needs of their clients
  • Collaborate with Customer Strategy & Marketing teams to create tailored client outreach and experiences, specifically contributing to the evolution and activation of the top tiers of the Loyallist program
  • Invest personally in relationships with top clients, serving as brand representative and host for high profile activations
• Lead the evolution and elevation of our Personal Shopping and Stylists strategy across channels to best in class standards, meeting the evolving opportunities in our business and needs of our best customers.
  • Oversee the evolution of top selling programs, defining the vision for outyear success and ensuring plans are in place to realize goals and objectives
  • Partner cross-functionally with our Merchants, Marketing, Stores and Vendor community to support the success of elevated sellers and the needs of their clients
  • Collaborate with Selling Strategy and HR teams to ensure pipeline for growth within the selling organization
  • Support the evolution of roles, incentives and recognition programs to attract, grow and retain top selling talent
• Lead Luxury Selling & VIC Activations to extend the best of our product and experience offering to top clients and sellers.
  • Serve as cross-functional lead, interfacing with merchants, vendors and stores to plan and execute VIC Activations
  • Leverage humanity and technology to unlock network selling opportunities
  • Ensure flawless planning and execution is in place to delight clients, maximize business opportunities and deliver ROI
• Lead direct reports to support development and implementation of our top client and elevated selling programs. Serve as primary functional partner to dedicated leadership in key markets.

Qualifications and Competencies

• We encourage candidates with either a bachelor’s degree or equivalent work experience in a related field to apply.
• 10 years of relevant work experience in luxury retail, client development, omnichannel experience leadership with a passion for customers and developing luxury experiences.
• Proven track record of driving sales growth and managing high-value client relationships.
• Strong leadership skills with experience managing high-performing teams - Balance both leading a team and influencing stakeholders with or without direct reporting authority, gaining consensus, managing conflict and resolving issues when the occur.
• Thinks like a customer and embodies a customer-centric mindset that drives not only strategy development but also customer advocacy with cross-functional partners. Ability to act as a change agent to implement new and/or evolved strategies and excite partners to bring it to life for our customers.
• Outstanding relationship orientation with the ability to build meaningful relationships with Clients, Sellers, Vendor Partners and Key Business Stakeholders. Excellent communication (written, verbal, storytelling) skills; high level of creativity, independence, interpersonal and negotiation skills, and ability to project confidence.
• Ability to juggle multiple projects - can identify primary and secondary objectives, prioritize tasks, and communicate timeline to team members.
• Intellectually curious, drawing actionable insights and recommendations, and building strategies leveraging both art and science.
• Maintains confidentiality and security of sensitive company information.
• Ability to travel, spend time in stores with store colleagues and clients and work a flexible schedule based on department and Company needs.
• Excellent computer skills, including Microsoft Office Suite (Excel, Word, PowerPoint).

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.