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Manager, Omnichannel Customer Experience
2 months ago
**Manager, Omnichannel Customer Experience**
Roots is seeking a Manager, Omnichannel Customer Experience to build best-in-class omnichannel customer experiences using data, technology, and collaboration.
**Job Description**
Roots is a group of passionate employees who act with integrity, trust each other, and do what is right. We work in a space where people can grow and develop, with a team of people who own results and are dedicated to seeing Roots win. We seek to build longstanding relationships with partners who share our commitment to maintaining high ethical standards of operation.
**Key Responsibilities**
* Serve as a subject matter expert and point person in assigned focus areas of the Roots omnichannel customer experiences by maintaining deep understanding of existing Roots capabilities.
* Develop new features and capabilities in assigned areas of focus to continuously improve customer experience and cost efficiency.
* Capture and prioritize evolving customer and business user needs in assigned focus areas by conducting workshops, competitor benchmarking, project managing execution of initiatives, and coordinate user acceptance testing.
* Work with technology teams (internal and external) to build the technical foundation required to achieve strategic goals.
* Contribute to development of overarching Roots Omnichannel Customer Experience strategy.
**Support of Omnichannel Fulfillment Operations**
* Work with operational partners to troubleshoot and implement Roots' Omnichannel Experience capabilities in assigned areas of focus.
* Manage day-to-day relationships with third-party vendors to ensure operationalization of new products, policies, and processes.
* Develop required process flows and training documentation.
* Feed learnings from support activities into big picture functionalities and implementation.
**Requirements**
* Post-secondary degree in business or retail management.
* 3-5 years of relevant experience in a related field, preferably in a retail setting.
* 1-2 years of people leadership experience.
* Strong understanding and interest in technology and development.
* Strong analytical, communication, and presentation skills.
* Thrives in ambiguity and enjoys building new approaches and processes to capture business opportunities.
* Enjoys developing and applying data-derived insights to support new business approaches.
* Takes initiative and strives for excellence in the products owned by their team.
* Strong MS office in Excel and PowerPoint.
* Experience with Salesforce Commerce Cloud, Google Analytics, NewStore, Power BI, Miro is an asset.
**About Roots**
Founded in 1973, Roots Canada is a publicly held Canadian lifestyle brand that sells apparel, leather bags, small leather goods, footwear, and active athletic wear with over 100 retail stores in North America and Asia.
