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Retail Consumer Experience Manager

3 months ago

Vancouver, British Columbia, Canada ADIDAS Full time
The Consumer Experience Manager supports the Senior Store Manager in delivering a premium brand experience for consumers and store teams. This position works in collaboration with category leaders for shaping the end-to-end experience for the consumer. The core expectation of this position is to drive a culture of consumer centricity within the store which includes providing a one-of-a-kind experience for our Halo and creators club consumers. Key Responsibilities / Authorities:
  • Lead and manage a highly impactful, brand orientated consumer experience within the adidas store
  • Enable and support a best-in-class environment within retail fleet which provides acceptance, education and awareness on all topics related to diversity, equity and inclusion
  • Positively communicates and demonstrates the Brand values, attitude and culture.
  • Manage the end-to-end service experience of all consumer touchpoints.
  • In accordance with company guidelines, establish and maintain a culture of consumer centricity within the store and team.
  • Provides feedback and innovative ideas to develop experiences that showcase our brand with the consumer.
  • Supporting in the development holistic customer journeys and supporting shaping all customer touchpoints: events, digital and print communication, social media interactions, in order to drive customer conversion rates across all stages of engagement,
  • Implement efficient ways to manage the customer "life cycle," which includes all the steps customers go through when interacting and navigating within the store.
  • Foster customer loyalty coaching the expert team through high-quality interactions at each step.
  • Manage the Brand and consumer experience implementation in the store under global guidelines.
  • Responsible for the seamless execution of in-store activations events, in collaboration with Key City Activation team.
  • Partners with the key stake holders to ensure a unique Halo experience at the key touch points - consults to provide proper training platform, scheduling, and feedback.
  • Proactively coach the experts in store to ensure/partner with the retail training team to provide a 365' education and ongoing training.
  • Supports and coach's leadership to create a leading shopping experience by adhering and elevating operational standards and process.
  • Provide feedback to all store teams on execution of service model.
  • Creates and drives a service culture by ensuring all activities are centered on the consumer.
  • Positively communicates and role models the adidas Brand Values.
  • Communicates a desire to learn and seizes all available opportunities to drive own development and increase performance within the Consumer Experience team.
  • Supports in driving the appropriate level of audience segmentation to deliver personalized and relevant customer touch-points
  • Supports in the development of customer benchmarking tools and analysis, to understand activities undertaken by competitors with a focus on recruitment, events, communication and overall customer touch points
  • Foster consumer loyalty through high-quality interactions at each step and touchpoint.
  • Responsible for improving the experiences consumers have with adidas, with the goal of increasing consumer satisfaction, brand engagement and conversion.
  • Supports in the seamless execution of in-store activations events, in collaboration with the Marketing Activations Manager, VM leader and Retail Operations Manager.
  • Supports and coach's leadership to create a highly engaging and impactful shopping experience by adhering and elevating operational standards and process.
  • Understands the behavior and patterns of the Halo store's consumer base, draws conclusions from this and consults store teams to meet or exceed consumer expectations continuously.
  • Positively influences all business stakeholders by offering suggestions and ideas on ways to improve operations and processes.
  • Develop seamless communication with other members of the Store Management Team
  • Shop competition on a regular basis to insure competitiveness in the marketplace
  • Other duties as assigned by Senior Store Manager
Knowledge, Skills and Abilities :
  • Proficiency in software applications such as MS Office
  • Strong verbal presentation and written communication skills with strong command of English language
  • Ability to portray a confident and winning attitude in challenging business interactions
  • Excellent relationship-building skills at all levels of the organization
  • Ability to travel up as needed
Requisite Education and Experience / Minimum Qualifications:
  • 3-5 years of fashion retail management experience with a leading global brand
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