Sr Director Client Services and Selling Services Operations
The Sr/Director of Client Services and Selling Services Operations will work with the Retail Experience Leadership team and cross functional partners to:
Identify and develop key actions and insights for the store teams to drive strategic client growth
Lead function responsible for monitoring, identifying and driving client growth actions (i.e. repurchase rate, spending tier migration) for new and existing customers who are primarily retail and omnichannel customers
Develop and track appropriate KPIs to provide focus, consistency and measurable goals across all stores
Create a hierarchy of metrics, reporting and insights required to drive key actions and initiatives at the store, regional and company level.
Drive usage of all digital selling and communication tools/resources with associates that will support omni sales and behavior
Support Private Customer Relations team with insights on client opportunities
Develop direct reports and a network of client development team members (currently known as Assistant Selling and Service Managers)
Build, scale and ensure that in-store, regional and support center roles of the client development team are clearly defined and have clear measurements of success
Develop and drive framework to identify opportunities and actions against results, scaling best practices with effective communication and direction in partnership with the training and development team
Continuously lead, mentor, and develop team members through planning, communicating, delivering feedback, and providing growth opportunities
Focus on levers and actions that will support our company initiatives of Customer Cultivation, Omni Selling Tools and Omni Selling and Service
Cultivation: retail channel business owner for Customer Master Data, Customer Data Platform and any Personalization Agile Team pilots/tests; partner with the Marketing Innovation team
Selling Tools: provide support and represent retail channel user needs in the development of digital tools for store associates; partner with Product Management and Technology teams
Selling and Service: provide support when needed as we evolve our selling and service model to become channel agnostic and customer centric; partner with Retail Experience Leaders with the Marketing team on cross functional effortsa strategic plan, in partnership with Marketing and CRM/analytics, on an omni approach to customer outreach and communication sequencing (ie. Tools/template marketing assets, Welcome series, new product launches, SA introduction)
A clear understanding of upcoming actions and implications on associate/client relationships as it relates to our loyalty, marketing and events programs
Experience and Qualifications
- 10-15 years of retail experience. Direct management/ownership of customer relationship and service experience a plus
- Experience in luxury, specialty or department store retail that are omnichannel (store and digital)
- Excellent communication and influencing skills. Influence others by asserting own ideas while gaining support and commitment from others. Build collaborative partnerships cross-functionally and resolve conflict productively.
- Strong presentation skills including development and delivery of various formats to executive audiences. Able to understand audience and present material accordingly.
- Strategic thinking to identify outside environmental trends and changing customer needs and use that knowledge to build business strategies and plans
- Strong leadership and team-building skills; proven leadership and supervisory experience; including time management, leadership development and decision-making skills.
- Ability to champion change and new initiatives by challenging the status quo and acting as catalyst of change and provide leadership to drive