Customer Experience Specialist (Corporate Position) - Full-time / Part-time

Shift: Regular
Status: Regular

If you are interested in a career in retail, consider joining one of the largest off price retailers of apparel and home furnishings in the nation. We always have a large selection of quality name brand merchandise at huge savings; coats, clothing and shoes for the whole family, fashionable accessories, home decor, and everything for baby. Burlington means one-stop shopping for labels you love at prices you love even more. With more than 500 stores, we're always looking for good talent that can drive results.



Position Summary:

Support the enhancement, updating and execution of store initiatives and processes, delivering increased sales results through improving the customer experience.

Responsible for the creation, documentation and communication of initiatives to drive a consistent customer experience. Provide support of Customer feedback program, providing reporting and communicating results. Develop and manage recognition programs to engage store associates.

Duties & Responsibilities:

· Involvement as a key stakeholder in planning and implementation processes for initiatives including training, customer insight gathering and general process improvements. Represents the customer and store point of view throughout the organization.

· Partners with the Customer Service vendor to leverage insights to effectively bridge the gap between high and low performing stores.

· Supports Customer Service strategies, initiatives and training programs that engage store teams, simplify policies and procedures to ensure the consistent delivery of a consistent in store experience. Ensure all documentation is consistent and updated as needed.

· Partners with Field and Corporate teams to ensure Customer Service action plans are developed.

· Provides primary support of the Customer Feedback program including training, defining roles, analysis and distribution of data. Provide reporting that is accurate, consistent and reliable.

· Manages current recognition program and makes recommendations on program improvements/enhancements to effectively engage associates in the Customer Service Mission.

· Oversee the design and maintenance of the Customer Service portal to ensure consistency and reliability. Provide recommendations to leverage the portal as a tool to support the Company’s service culture.

Education:

· College Degree

Skills and Abilities:

· Must be able to positively communicate and demonstrate the company’s Core Values by developing trust and respect, working as a team and partnering with individuals at all levels.

· Strong presentation and communication skills required.

· Strong writing skills with the ability to translate initiatives into documented actionable processes.

Experience:

· 2+ years store Leadership experience preferred



Scope & Impact:

This position has an enterprise – wide impact based on overall responsibility to improve the Customer’s in store experience by collaborating and partnering with both the Corporate and Store teams. In addition, this position will support processes throughout the organization and best represent the Customer’s point of view based on insights and feedback from in store surveys, focus groups and Call Center analytics,

This position will interact and present at all levels throughout the organization and be required to lead teams and participate on teams to achieve desired results.








Our ideal candidates will be self motivated, team players, who have the desire to succeed. We care about our employees, have a supportive environment that values trust and respect , offer a competitive wage and benefits package that includes a generous paid time off plan, plus an associate discount, and a company matched 401(k) to name a few.

Burlington Coat Factory is an equal opportunity employer committed to workplace diversity.

Come join our team. You’re going to like it here!