VIC Administrative Specialist - East

The VIC Administrative Specialist – East and West Coasts will provide critical operational support for Nordstrom’s Very Important Customer (VIC) program, ensuring seamless execution of luxury client experiences and internal processes. This role will focus on two key areas: VIC Special Orders and VIC Travel Coordination, requiring exceptional attention to detail, organizational skills, and ability to manage multiple priorities in a fast-paced environment. 

KEY RESPONSIBILITIES: 

1. Luxury Brand Partnership & Experience Support 

• Liaise with brand account executives and Brand Programs to translate runway/showroom selections into precise VIC client orders, ensuring timelines and expectations are proactively communicated. 

• Uphold concession standards and ringing guidance during brand-led events and unique selling scenarios, coordinating closely with Brand Programs operations. 

2. CSO & Concession Order Tracking 

• Maintain single-source accuracy for all orders in the VIC Tracking Documentation, capturing deposit amounts, anticipated delivery windows, remaining volume, and store allocation. 

• Track order milestones from intake to delivery, aligning deposit collection to brand pre-order guidelines and reconciling updates from CSO Merch Ops and brand partners. 

3. Deposits, Delivery & Financial Compliance 

• Coordinate and document deposit transactions and final sale ringing in accordance with concession dual ring processes, ensuring commission eligibility routing aligns to published standards. 

• Monitor shipment readiness and delivery windows; surface delays or exceptions and update stakeholders promptly. 

4. Cancellation Oversight & Issue Management 

• Track and categorize cancellations (brand initiated vs. VIC initiated), document root cause, and coordinate reallocation plans or alternatives with store and brand partners; escalate trends that may impact client experience or brand selling expectations. 

5. Reporting & Insights 

• Maintain regular tracker summarizing order status, deposit posture, delivery progress, and cancellations; highlight risk flags (past-due deposits, missed brand deadlines, unallocated volume) in partnership with brand Programs. 

• Maintain audit-ready documentation that connects CSO tool entries to tracker records and brand communication threads. 

6. VIC Travel Coordination 

• Manage all travel bookings for VIC clients and stylists, including flights, hotels, and car service. 

• Track and reconcile travel budgets and expenses, ensuring compliance and cost efficiency. 

• Serve as the primary point of contact for travel-related inquiries and adjustments, aligning logistics with event schedules and client experiences. 

COMPETENCIES: 

• Service Excellence: Anticipates needs; delivers polished, VIPlevel experiences.  

• Operational Rigor: Meticulous documentation, timely updates, and policy adherence.  

• Agility & Resilience: Navigates lastminute changes and travel disruptions gracefully.  

• Partnering & Influence: Builds trust with stylists, brands, and vendors; secures outcomes.  

• Communication: Clear, concise, and proactive across stakeholders. 

QUALIFICATIONS: 

• Strong organizational and time-management skills with ability to prioritize competing tasks.  

• High attention to detail and accuracy in tracking orders and expenses.  

• Proficiency in Microsoft Office Suite; experience with travel booking platforms preferred.  

• Excellent communication skills and ability to collaborate across teams and external partners.  

• Previous experience in administrative support, luxury retail, or client services is a plus.