Customer Experience Manager, North America
JOB SUMMARY:The Customer Experience Manager is a new role in the organization to drive and sustain the innovation necessary to deliver a memorable 360 customer experience in our L’OCCITANE boutiques in the US and CANADA. Working directly with our North America Field Team and all support functions, this is a transversal role to lead change and embark others in our retail transformation.
JOB RESPONSIBILITIES:
- Customer Experience
- Lead the strategic Customer Experience mapping in store with an omni-channel & multi-environment view to bring the L’Occitane Retail Identity to life
- Work closely with key business partners to collaborate on marketing campaign execution in store, selling strategy & techniques, as well as tactical test & learn to drive sales when needed
- StoreHub from MVP to Maturity
- StoreHub is our new in-house solution to bring everything in one place for our store teams
- Lead the change management for this strategic launch this summer
- Be the voice of the retail field to test, learn and sustain the necessary incremental evolutions to bring this product to maturity
- Clienteling Experience
- Co-build the customer contact strategy with Clienteling being a part of our CRM strategy
- Lead and animate the Clienteling board of store managers to create a strong self-organized group of ambassadors while collecting insights and feedback as required
- Lead the continuous improvement and evolution of our internal qualitative Clienteling KPI: Love Score
- Simplification of Store Operations
- Identify key issues preventing store teams from spending qualitative time with their customers
- Form hypothesis, test and develop solutions to implement sustainable changes
- Retail Sales, Budget and Profitability Performance
- NPS Score and internal qualitative Clienteling KPI (Love Score)
- Timely communication and delivery on projects
- Bachelor degree in business or similar field related experience
- 5+ years of project management
- Obsessed with executing with excellence, anticipating, and over delivering on customer needs.
- Project roadmap and delivery experience with a track record on impact on internal and external customers
- Capability to translate ideas into well-defined executable strategies and solutions
- Strong relationship leadership with a track record of positively collaborating, influencing, and extensively coordinating with internal and external partners, including senior leaders
- Curious and open mindset, eager to learn and discover new/different perspectives
- Critical thinking and decision-making skills while exhibiting servant leadership skills
- Superior analytical skills (quantitative and qualitative) coupled with an ability to assess a situation without always having the full picture
- A demonstrated commitment to high professional ethical standards and a diverse workplace
- Excels at operating in a fast-changing environment
- Advanced proficiency in excel, word, outlook, publisher and power point. Experience with Jira, Confluence, Trello, Mural or Miro a plus
- Must be able to work in normal office conditions
- Must be able to work up to 8+ hours per day and be on their feet for extend amounts of time
- Must be able to travel via airplane across the US, CANADA, and internationally 2 to 3 times a year
- Valid Driver’s License and Passport
All Applicants:
United States Applicants Only:
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