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Omnichannel Customer Experience Manager
3 months ago
Location: Remote, with occasional travel required.
Company Overview: Accoravillage is a renowned lifestyle brand committed to excellence in customer service and operational integrity. We pride ourselves on fostering a collaborative environment where our employees can thrive and contribute to our mission of delivering exceptional experiences.
Position Summary: We are in search of a Manager of Omnichannel Customer Experience who will leverage data, technology, and teamwork to create outstanding omnichannel customer interactions. Reporting directly to the Director of Omnichannel Customer Experience, this role will serve as a key expert in various focal areas, including digital order management, online payment systems, and innovative projects. The Manager will consistently analyze data to uncover trends that enhance customer satisfaction and optimize operational efficiency.
Key Responsibilities:
- Strategic Development and Execution (70%):
- Act as a subject matter expert in designated areas of the omnichannel customer experience, maintaining a comprehensive understanding of existing capabilities, data flows, and key performance indicators.
- Focus areas include:
- Payment Processing and Management
- Order Fulfillment Strategies
- Post-Purchase Customer Engagement
- Tools for Associate Efficiency
- Develop and implement new features and capabilities to enhance customer experiences and improve cost-effectiveness.
- Identify and prioritize evolving customer and business needs through workshops, competitive analysis, and project management.
- Collaborate with technology teams to establish the necessary technical framework to achieve strategic objectives.
- Contribute to the overarching strategy for the Omnichannel Customer Experience.
- Support of Omnichannel Operations (30%):
- Partner with operational teams to troubleshoot and implement omnichannel capabilities.
- Manage relationships with third-party vendors to ensure seamless integration of new products and processes.
- Create necessary process documentation and training materials.
- Incorporate insights from operational support into broader strategic functionalities.
Qualifications:
- Post-secondary education in business or retail management.
- 3-5 years of relevant experience in a similar role, preferably within a retail environment.
- 1-2 years of leadership experience.
- Strong interest and understanding of technology and development processes.
- Excellent analytical, communication, and presentation skills.
- Adept at navigating ambiguity and developing structured approaches to business challenges.
- Proficient in Microsoft Office, particularly Excel and PowerPoint.
- Experience with eCommerce platforms and analytics tools is an asset.
Accoravillage is dedicated to maintaining high ethical standards and fostering long-term relationships with partners who share our values.
