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Manager, Connected Experience
2 months ago
ESSENTIAL FUNCTIONS:
Key Responsibilities
Leads Customer Experience roadmap, proactively seeking out customer insights, maintaining roadmap of initiatives, reporting out on results, and advocating for the needs of the customer to elevate the following omnichannel experiences: Shipping and delivery Convenience services (Buy Online, Pick-up in Store; Same-Day Delivery) In-store and digital returns experience 3 rd party orders Post-purchase customer communication (OES) Enhance the role of the Helpful desk in stores, in partnership with store operations teams Provide new and continuing communication/education to store and MCCS partners, including training alerts, on CX programs (Returns, 3P orders, Shipping standards) Support key CX technology initiatives in collaboration with the Omnichannel Technology Team Collaborate with Customer Service (MCCS), Merchant and Operations teams to elevate key customer experiences (ex: Furniture) Monitors store phone reporting as needed to communicate and assist stores in resolving problem extensions Leverage CX data (CSAT, NPS, Speech Analytics) to prioritize enhancements and measure success
QUALIFICATIONS:
Education/Experience:
Bachelor's or equivalent work experience in related field preferred with 1-3 years of direct experience
Communication Skills:
Practices open and continuous communication, values keeping others informed, effectively presenting information in a clear, concise manner
Other Skills:
Excellent leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels Ability to think creatively, strategically, and technically Knowledge of MS Office computer programs are required
Work Hours:
Ability to work a flexible schedule based on department and Company needs.
This job description is not all inclusive. In addition, Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.
