Manager-Customer Experience

Position Purpose: 
The Manager, Customer Experience works closely with Online and Store Merchants to understand their respective merchandising strategies and objectives. This position will analyze and leverage customer information and behaviors as well as competitive benchmarking to prioritize the most critical actions necessary to improve the customer research/shopping experience. Ultimately these improvements will result in improved customer and associate satisfaction, increased traffic and sales, and improved conversion. This role is an opportunity to be at the leading edge of truly channel-interconnected retail leadership, while further building functional skills in merchandising. 

Major Tasks, Responsibilities & Key Accountabilities: 

• 40%-Manage and mentor a top-performing team 
• 25%-Analyze customer information (external data, internal research, site behaviors, post-transaction data) to identify the most significant opportunities to improve the customer experience across categories 
• 25%-Optimize customer experience merchandising, taxonomy, purchase path (search and navigation), data content, SEO and post transaction results 
• 5%-Examine category merchandising strategies of key competitors and best-in-class online retailers to understand emerging trends 
• 5%-Lead targeted online/interconnected initiatives that address customer gaps to insure they come in ontime and in-scope 

Nature and Scope: 
Position Reports to Director, Customer Experience 

Number of Direct Reports: 1-2 

Environment: 
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. 

Travel: 
Typically requires overnight travel less than 10% of the time.Standard Minimum Qualifications: 
Must be eighteen years of age or older. 
Must pass the Drug Test. 
Must pass pre-employment test if applicable. 

Education Required: 
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job. 

Work Experience Required: 4 

Physical Requirements: 
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. 

Additional Qualifications:
Proven results in any (but, including most) of the following areas: CI, CRM, customer experience, product content optimization, product management, financial analysis 

Preferred Qualifications: 

• Strong numeric and advanced analytics aptitude 
• Basic technical aptitude with web-based tools and advanced proficiency of the Microsoft Office Suite 
• Demonstrated ability to hire, develop and lead high performing teams 
• Proven ability in driving an online business’ performance 
• The ability to understand and influence cross-functional inputs to Merchandising, for achieving better output results 
• High comfort level with working in an ambiguous, fast paced environment 

Knowledge, Skills, Abilities and Competencies:

• Minimum of 2 years online experience 
• Ability to solve complex problems 
• Strong interpersonal, motivational, and communication skills (speaking, writing, presenting)
• Ability to operate simultaneously and effectively in both tactical and strategic modes 
• Ability to think both strategically and tactically with good attention to detail 
• Demonstrated ability to manage multiple projects - prioritization, planning and task delegation