Requisition ID: 930505
Store #: T00007 Bus Dev & Host Relations - NY 5TH
Position:Full-Time
Total Rewards: Benefits/Incentive InformationGENERAL FUNCTION The Manager, Store Operations (Customer Experience) is responsible for developing, leading & supporting initiatives focused on improving the guest experience within the customer journey, to ultimately improve sales growth. This role partners with cross functional departments to ensure all projects meet the brand standards for customer experience and align to the long-term strategy and business goals.
MAJOR DUTIES & RESPONSIBILITIES- Support implementation of best-in-class practices for customer experience resulting in a competitive advantage for the brand
- Identify opportunities to optimize operational processes surrounding customer experience and collaborate with team and brand leaders to implement solutions
- Manage and influence development of our digital selling tools to enhance the guest experience
- Analyze customer insights and help translate into actionable initiatives to positively impact sales, increase guest count, drive conversion and improve customer retention
- Advocate new business ideas to improve sales and customer experience
- Analyze and identify gaps via guest experience tools (Mystery Shopper Program, NPS, Google Reviews) to support the development of training, empowering employees to drive increased performance while making recommendations for mid- and long-term enhancements
- Serve as the subject matter expert providing insights and needs analysis to digital & omnichannel teams and other cross-functional partners
- Establish collaborative relationships with store and field leadership, as well as cross-functional departments, to stay informed and aware of new initiatives and business processes that impact the customer experience.
BASIC QUALIFICATIONS- Bachelor's degree
- 5+ years business experience
- 3+ years of retail or store operations experience
- Strong leadership and interpersonal skills
- Excellent communication skills
- Ability to travel to stores/meetings as needed
PREFERRED QUALIFICATIONS- Prior customer and/or clienteling experience champion role
- Experience with digital and omni channel tools
- Strong project management skills
- Experience in optical and/or luxury retail
- Knowledge of tools such as Sharepoint and Smartsheet
Pay Range: 94,255.20 - 145,563.34
This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.
