Sr. Manager, Customer Experience

  The North Face
  Alameda, CA
  Administration/Management
  Posted/Updated: 03/12/18

Job Summary

Job Description

POSITION SUMMARY

 

As part of the Store Operations team, the Sr. Manager of Customer Experience will be responsible for bringing the “Voice of the Customer” to life in every corner of the Retail organization. The Sr. Manager will work to create a customer centric culture by collaborating cross-functionally to collect and analyze customer service data, while generating meaningful insights that will be translated into strategies targeted to elevate the customer experience in all retail channels.

 

KEY RESPONSIBILITIES

  • Builds and maintains organizational enthusiasm for the customer experience, while championing and maintaining a customer-centric environment throughout the retail field organization.
  • Identify patterns or obstacles contained in customer feedback venues, and seek solutions to consistently  ensure a high level of customer centricity within all stores.
  • Identify critical short and long-term business opportunities that enable transformational positive change to the customer experience across the organization.
  • Stay current on, and leverage current and future technologies to design strategies that create a personal, relevant and engaging level of customer experience in all retail channels.
  • Lead and direct field training team.  Collaborate with team as needed to ensure relevant and impactful training programs are created and delivered, with a strong focus on customer centricity.  
  • Be a change management agent in supporting VF driven tasks/projects that will impact the internal and external customer experience. 
  • Successfully establish and leverage partnerships with cross-functional business partners from within the brand and VF to drive strategic initiatives.  Communicate roles and responsibilities as appropriate to key partners throughout the field and within the corporate team.  
  • Partner with Regional Merchandise Presentation Managers, and Regional/District and Store Managers to ensure overall customer experience delivers The North Face brand image to all customers.
  • Communicates with merchant partners to identify potential needs based on In Moment/VOC feedback.
  • Partners with NSO Manager, Creative and Marketing to execute Store of the Future vision; supports new territory/concept stores and store remodels, to ensure a customer centric perspective is represented.
  • Utilize data analytics to identify critical customer experience metrics to track on an ongoing basis. Integrate data from different sources to generate meaningful insights that lead to process improvements and enhancements in customer experience. 
  • Escalates issues/concerns to both field and corporate leadership teams as appropriate.

 

SKILLS & REQUIREMENTS

  • 5-10 years related experience
  • BA or BS preferred or equivalent work experience 
  • Proficient computer skills, including word processing, spreadsheets and software programs as needed
  • Detail-oriented with strong communication, problem solving, and interpersonal skills
  • Travel required: 50%


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