Omnichannel Customer Experience Manager
1 week ago
About the Role:
Accoravillage is seeking a highly skilled Omnichannel Customer Experience Manager to join our team. As a key member of our organization, you will be responsible for developing and implementing strategies to enhance customer experience across all touchpoints.
Key Responsibilities:
- Strategy Development and Implementation: Serve as a subject matter expert and point person in assigned focus areas of the omnichannel customer experience by maintaining a deep understanding of existing capabilities (e.g., data flows, supporting technology, KPIs) by creating structure, process improvements, and documentation.
- Payments: Process, Authorizations, and refunds
- Order Management: Ship to customer, ship from store, BOPIS, Endless Aisle
- Post-Purchase Experience: Cancels, order tracking, and returns for both store and DC
- Associate Tools: Endless Aisle, associate clienteling
- Develop New Features and Capabilities: Continuously improve customer experience and cost efficiency by developing new features and capabilities in assigned areas of focus.
- Capture and Prioritize Evolving Customer and Business User Needs: Conduct workshops, competitor benchmarking, project manage execution of initiatives, and coordinate user acceptance testing to capture and prioritize evolving customer and business user needs in assigned focus areas.
- Work with Technology Teams: Build the technical foundation required to achieve strategic goals by working with technology teams (internal and external) to identify key opportunities, gaps, and issues, build requirements, and participate in the larger e-commerce sprint management process.
- Contribute to Overarching Omnichannel Customer Experience Strategy: Contribute to the development of the overarching omnichannel customer experience strategy, particularly in assigned focus areas.
- Manage Day-to-Day Relationships with Third-Party Vendors: Manage day-to-day relationships with third-party vendors to ensure operationalization of new products, policies, and processes and drive integration and coordination with the stores, partners, and the retail team.
- Develop Required Process Flows and Training Documentation: Develop required process flows and training documentation.
- Feed Learnings into Big Picture Functionalities: Feed learnings from support activities into big picture functionalities and implementation (build and optimize frameworks for that come up with IT support).
Requirements:
- Post-Secondary Degree: Business or retail management.
- Relevant Experience: 3-5 years of relevant experience in a related field, preferably in a retail setting.
- Thrives in Ambiguity: Thrives in ambiguity and enjoys building new approaches and processes to capture business opportunities.
- Data-Driven Insights: Enjoys developing and applying data-derived insights to support new business approaches.
- Strong MS Office Skills: Strong MS Office skills in Excel and PowerPoint.
- Experience with E-commerce Platforms: Experience with Salesforce Commerce Cloud, Google Analytics, NewStore, Power BI, Miro is an asset.
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