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Concierge, Service Ambassador-San Francisco

Neiman Marcus Group Inc
United States, California, San Francisco
Dec 17, 2022


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 38 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 Ambassador role functions as an integral part of the selling environment, specifically focused on welcoming clients, discovering the purpose for their visit, and guiding them through their journey. Their contribution enables a modern, seamless, luxury client experience, by anticipating client's needs and removing potential obstacles. While the primary function of the Service Ambassador's role is to support and deliver service excellence, they will also perform limited administrative and transactional duties, to support the client's experience.

Responsibilities & Qualifications

1. Experience Leader - 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.
  • Engages clients authentically, encouraging conversation.
  • Discovers the purpose of the client's visit and determines the best next step to ensure a seamless experience.
  • Reads the client's cues, joining them wherever they are in their shopping journey, and anticipates needs to exceed expectations.
  • Consistently champions the selling ceremony ensuring every client receives a high-touch, in-store experience.
  • Empowered to make thoughtful gestures creating moments to earn memories.

2. Process Expert - Guarantees the customer's experience is efficient and easy

  • Supports Operational functions improving efficiency, contributing to overall customer experience and satisfaction.
  • Swiftly handles escalated customer issues; partnering with in-store leadership when required.
  • Works as a global store concierge to seamlessly navigate all processes and services.
  • 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.
  • Assists with transactional operations, enabling the client advisors to remain fully engaged with clients.

3. Services Champion - Global Store Experience Ambassador

  • Principal staffing in Welcome Suites/Points offering clients a destination for inquiries and services requests.
  • Coordinates with internal services partners to deliver seamless client experiences and exceeding expectations.
  • Promotes all in-store activations, animation, events, InCircle benefits, and services whenever engaged with clients.
  • Recommends services, including alterations, the restaurant, jewelry cleaning, spa treatments, valet, appropriate for client based on acquired information and client cues.
  • Works to increase awareness and engagement with the entire Neiman Marcus services portfolio.


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


Passion for People

  • Exhibits a high energy, positive and welcoming attitude to others
  • Is forethoughtful, bold, and enterprising
  • Enjoys working with the public and creating memorable moments
  • Adapts personal approach in response to diverse situations and people

Passion for Business

  • Continually expands personal knowledge of new products, services, solutions and/or offerings, and uses that knowledge to gain internal/external customers.
  • Thinks creatively when faced with business challenges or opportunities
  • Has great attention for details
  • Exhibits flexibility and remains calm in a changing environment

Passion for Personal Growth

  • Continuously builds skills and knowledge through training, coaching, and career experiences
  • Conveys energy and enthusiasm for Neiman Marcus Group and personal work
  • Adapts personal approach in response to diverse situations and people
  • Maintains a customer-centric mentality versus a solely store-centric one

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.

Additional Information

  • Posting Date: Nov 8, 2022
  • Overtime Status: Non-exempt
  • Job Notice: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.