Stefanie Tsen Ward is chief integrated retail and customer officer for Neiman Marcus
“Off the Cuff” is a Q&A series from Luxury Daily exploring the career paths, current projects and next steps of those shaping the world’s best luxury brands.
The interviews feature a Proust-style twist, allowing readers to get to know industry leaders on a personal level. The 18th edition features Stefanie Tsen Ward, chief integrated retail and customer officer at U.S.-based luxury retailer Neiman Marcus.
In this Q&A, Ms. Ward discusses learning the basics of business at her parents' ice cream shop, tapping in to the history of Neiman Marcus and manifesting sticking the landing.
Here is the dialogue:
What was your first job ever? What did it teach you?
My first official paying job was as a telemarketer for Colorado Prime Foods, a food delivery subscription service.
Cold calling taught me resilience—getting hung up on repeatedly was a humbling experience! It also encouraged me to experiment with different strategies to sell effectively and reinforced the importance of building rapport in sales. The job instilled confidence, perseverance, and an understanding of how to accept and learn from failure.
My first unpaid job was helping my parents run their mom-and-pop ice cream shop in Garden City, Long Island, when I was nine.
I took on roles ranging from cashiering and bussing tables to assisting my mom with bookkeeping and filing. This early exposure to retail operations, customer service and managing a P&L gave me a foundational understanding of running a business, including the challenges faced by small "main street" shops. That experience sparked my lifelong appreciation for supporting neighborhood businesses.
Which skills have been critical to your success? Did you gain these skills within or outside of the workplace?
Growing up, I had a love for patterns and puzzles. The challenge of piecing things together to reveal a bigger story or solve a problem has always been exciting to me.
In my academic days and the early years of my career, this skill often manifested in analyzing data and solving challenges on a whiteboard or spreadsheet.
Over time, I’ve realized that the best insights come from asking thoughtful questions and truly listening. Success isn’t about having immediate answers but about gathering perspectives, especially from the team in front of you, whether associates or customers, and connecting the dots from their experiences and observations.
Balancing empathy and accountability has been one of the most critical skills I’ve developed.
I’ve learned from observing other leaders and refining my approach over time. The goal is to empower and support people while holding them accountable—not out of fear, but through trust and encouragement. This balance requires being clear about high expectations while leading with compassion, humility and humanity.
As I often say, you need to win hearts and minds, but you also have to drive tangible results. At Neiman Marcus we Lead with Love while maintaining high standards, which has been integral to my growth.
What is the best piece of advice you’ve ever received?
You have two ears, two eyes and one mouth for a reason. You should always listen and observe twice as much as you speak.
If you take care of your people, your people will take care of your customers, and your business will take care of itself.
How has your field changed since you started out in luxury?
The evolution of technology, particularly with advancements in AI, data utilization and the digital landscape, has transformed the luxury industry. Leaders must remain informed about these tools while ensuring they align with the brand’s core values and commitment to exclusivity.
Technology should enhance the customer experience, serving their needs thoughtfully rather than exploiting them.
The workforce has also experienced profound changes in recent years, especially after COVID-19.
Generational shifts have increased the focus on belonging, purpose and work-life integration. In retail, where frontline teams operate seven days a week and provide 24-hour support, staying competitive in attracting talent requires fostering a workplace culture that prioritizes health, support and inclusivity. Addressing these dynamics is essential to navigating the modern luxury industry.
What recent projects have ignited your passion for working in luxury?
We recently relaunched a new Neiman Marcus service mantra, Our Luxury Standard, and training across all teams, drawing inspiration from the philosophies of our founders and the late Stanley Marcus. Known as a visionary merchant, shopkeeper and relationship builder, his approach set the tone for the exceptional service that still defines our company today.
This project was especially meaningful, as it allowed us to revisit timeless selling and service principles, rediscover stories from employees who have been with us for decades and reconnect with the core values that make luxury retail so unique and enjoyable.
The DNA and storytelling of a brand are what make luxury both timeless and coveted. Projects like this remind me of the privilege of carrying forward a legacy while creating extraordinary experiences that honor history and resonate with today’s customers.
Who, in any industry or sphere, would you most like to share a long lunch with and where would you take them?
Taylor Swift is someone I love. I admire the business empire she has built and the strong community she has created, especially among women.
I would love to share a long lunch with her at the renowned Rotunda restaurant in our San Francisco store, of course followed by a shopping experience. It would be fascinating to discuss her career, the way she’s navigated her success and the positive impact she’s had on both the industry and her fanbase.
How do you get into the right mindset before a big meeting or presentation?
Before a big meeting or presentation, I don’t typically script or rehearse what I’m going to say, but I do jot down key points I want to cover and review them to ensure I am comfortable in advance.
I focus on the main message I want to land and envision how it will resonate with the audience, similar to how gymnasts visualize themselves sticking their landings. I mentally prepare to hit the mark with confidence and clarity.
On your days off, what can you be found doing to relax or have some fun?
On my days off, I’m usually found with my husband and our two little ones, ages five and two. While it can be fun, it’s also a bit tiring keeping up with them!
When I need to recharge, I take a moment for myself—whether that’s relaxing in an Epsom-salt bath, getting in a ride on my Peloton bike or cooking. Yes, for me, cooking is a form of relaxation!
What does luxury mean to you?
Luxury is anything that provides deep emotional satisfaction, whether it’s acquiring an object or enjoying a special experience. It isn’t always an expensive item or even a physical object. It’s about something you wouldn’t typically treat yourself to – product or experience - something that feels like a well-deserved indulgence.
Whether a product or service/experience, what is your favorite luxury indulgence?
I love treating myself to a wellness retreat, like Canyon Ranch or Miraval. The beautiful accommodations, stunning natural surroundings, exceptional service, spa treatments, menu full of nutritious food and wellness classes make it a truly rejuvenating experience. While I don’t get to go as often as I’d like, every time I do, it feels like giving myself a much-needed physical, mental and emotional reset.