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How Nordstrom is building a customer‑first marketplace with Mirakl

Two women are seated in chairs on a stage, facing each other in conversation. The woman on the left, wearing a long, pleated, bright green dress, is smiling and holding a microphone. The woman on the right, in a red striped skirt and a shiny black jacket, is gesturing with her hand while speaking.

At the 2025 Mirakl Summit in New York City, Nordstrom’s Senior Director of Marketplace, Sarah King, Joined Mirakl’s Chief Customer Officer, Sophie Marchessou, to share how Nordstrom launched and scaled its Mirakl‑powered marketplace: Start slow to scale fast, keep the brand’s service bar intact and organize for speed across digital, merchandising, stores, product and tech.

In this candid conversation, Sarah lays out the year‑one playbook with a focus on categories, the right sellers, executive sponsorship, clear KPIs and an omnichannel experience that feels seamless to customers and store teams.

Watch this on‑demand interview to learn:

  • How “Start slow to scale fast” built the foundation around core categories, experienced sellers and highly engaged customers.

  • How a digitally‑anchored org with merchant alignment, quarterly planning and quality‑first KPIs unlocks speed.

  • How instant refunds, commissioned store teams and day-one, in-store returns make Nordstrom’s marketplace experience truly omnichannel.

  • How executive sponsorship and cross-functional teams accelerate growth across holidays, gifting, kids and new price bands.

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A wide shot of a stage at a conference, featuring three male speakers seated in chairs. The man on the left, wearing a dark jacket, is gesturing with his hands while speaking. The man in the center is wearing a blue jacket, and the man on the right is in a grey long-sleeved shirt. Behind them, a large screen displays the Mirakl Accelerate logo in the center. On either side of the screen, there are headshots and names of "Russell Scott" and "Aaron Cheris" on the left, and "Rick Watson" and "Russell Scott" on the right. The audience is visible in the foreground, with several people holding up phones to take pictures.

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A man and a woman are seated on a stage, facing each other in conversation. The man on the right, in a dark suit, holds a microphone and gestures with his hands. The woman on the left is wearing a shiny black jacket and a long, red and white striped skirt. A small table with two bottles of water sits between them. A large screen behind them shows a close-up of the man's face and a graphic with the name Olivier Bron, his title, and the Bloomingdale's logo.

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A panoramic shot of a large conference stage with a wide screen. Two male speakers are on stage; one in a light-colored jacket stands on the left, and another in a dark suit stands on the right, gesturing toward each other. The screen behind them is split into three sections. The center section shows a man in a blue shirt standing at a podium. The left and right sections show white diagrams on a dark background. The Mirakl logo is visible on the far left and right of the stage. A large audience is seated in the foreground, facing the stage.

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