Retail Consumer Experience Manager

7 months ago

Vancouver, Canada Adidas Full time

Purpose & Overall Relevance for the Organization:
- 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:
- 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
- Demonstrated leadership & consumer experience within retail industry
- English fluent (speaking, reading, writing) and fluency in another language is highly desirableDiversity, Equity, and Inclusion at adidas means championing individual uniqueness and cultivating a culture of belonging in which everyone can

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