Manager, Retail Service Experience
Responsibilities:
- Work with store teams to ensure store environment supports “Service for All” culture
- Execute and manage the strategies to deliver accessibility/speed/convenience with services throughout the customer journey
- Monitor and manage the Selling Ceremony and provide on-going education, training and development in partnership with Training, Store Leaders and Client Development teams
- Achieve SLAs with in-store services, e.g., Curbside pickup, Same-day Delivery, Alterations and provide timely feedback for improvement
- Ensure convenient services such as gift wrapping, ship-to-store and in-home services are being delivered to set expectations
- Support the Service Ambassador program and team members
- Support the Selling Ceremony delivery
- Develop strategy to deliver ‘service on the customer terms’ such as NM app usage, PLCC benefits and on-demand styling support (virtual and in store appointments)
- Drive the service strategy: Set expectations and measure outcomes in Performance Management through key metrics: Conversion, NPS, OHB, Growth in New Customers (second purchase)
- Collaborate and partner cross-functionally with store and regional teams in Client Development, Training, Brand Experience, Store Performance/Operations and Store leadership.
Qualifications:
- 4 to 7 years in the Luxury Retail Space with a focus on services
- Proficient in Microsoft Office suite – Powerpoint being the focus
- Understanding of the digital landscape of Retail and how it relates to a Customer Experience
- Obsessed with making customers happy
- Define a view of services and experiences to have no boundaries- instore, online, across categories and all accessible
- Lead cross-functionally and inspire others to be curious
- Understand a customer’s experience changes based on their needs and you find a way to meet them
- Build strategies that incorporate scalable and transversal practices while also allowing for a store/market specific nuances
- Strong written and verbal communication skills
- Drive outcomes versus activities; you know how to define KPI’s to achieve incremental growth
- Have broad knowledge and perspective and can see clearly ahead in a future state.
- Have a naturally curious approach and stay current in Retail trends both online and offline
- Are skilled in establishing clear directions and setting goals in a well planned organized manner.
- Relentless and versatile learner, open to change, quickly grasping the underlying structure of a project or program.
- Strength in organizing resources to get things done and move things forward.
- Have the functional, technical knowledge and skill to do the job at a high level of accomplishment
- Use your time effectively and efficiently to meet deadlines
- Are inspired by possibility