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Omni Experience Manager

4 months ago

Charlottesville, Virginia, United States Belk Full time
As an Omni Experience Manager, you will drive sales growth and profitability through the leadership of Buy Online Pickup in Store (BOPIS), Fulfillment, and overall Store Operations. This role supports the growth of the omni contribution to our total business in response to ever changing customer shopping patterns and requirement to reinvent the overall store experience. Position focus for this role is on Ship to Home and Buy Online Pickup In Store.
You will lead a team that cares for our customers by delivering an outstanding omni experience. You are empowered to do the right thing. We believe all goals can be achieved through our ability to grow outstanding teams.

Essential Functions:

Do the right thing:

  • Be an expert of operations, accuracy, process, and efficiency
  • Engage associates and customers with a welcoming and friendly attitude
  • Promote high store associate engagement through recognition, regularly communicating policies, and sharing of business-critical information
  • Establish clear goals and expectations for omni associates
  • Identify store and team needs and drive solutions to enhance store profitability
  • Open and close the store, including weekends
  • Maintain a safe working environment

Care for our customers:

  • Lead team to drive the omni customer experience in store
  • Lead and coach team to quickly and accurately pick, pack, and ship online customer orders
  • Achieve Fulfillment and BOPIS goals and deliver omni reporting analysis to identify opportunities for growth and improvement:
    • STH and BOPIS ship and fill rates
    • BOPIS curbside wait time
    • BOPIS CHARM score
    • STH units vs goal
  • Accountable to partner and train direct report team and store leadership team to execute successful processes, and process improvements for omni programs; BOPIS, BOPIS pick up, Fulfillment, and shipping processes.
  • Train team on processes that support and improve the efficiency of the picking process on the selling floor such as clearance execution and stockroom organization.
  • Achieve fulfillment goals by establishing clear priorities for BOPIS, Fulfillment, and operations associates based on key metrics i.e. fill rate, cycle time, NPS survey feedback.
  • Review daily work and break schedules to ensure workload and productivity goal alignment
  • Leverage Human Resource and Staffing Partners to build strong functional schedules. Maintain adaptability to shift resources based on queues greater or less than forecast to provide optimum coverage as dictated by the workload.
  • Technology proficiency in business-related computer equipment and software including order fulfillment technology.
  • Responsible for fulfillment device inventory and accurate usage

Grow outstanding teams:

  • Engage and inspire a diverse group of people to deliver best in class results
  • Develop and promote a diverse team
  • Conduct timely performance coaching and communicate development needs with associates
  • Comfortable holding people accountable for performance and adherence to policy
  • Recruit, interview, select, and retain quality associates to ensure all positions are filled in a timely manner
  • Lead team onboarding and learning
  • Communicate career paths and advancement opportunities with associates
  • Excellent verbal and written communications skills

Education / Experience Requirements:

  • Four-year college degree or equivalent combination of education and experience.

Physical Requirements:

  • Ability to use computer keyboard, telephone, and other related business equipment.
  • Must be able to lift 40lbs.
  • Ability to push / pull receiving equipment weighing up to 500 lbs. such as rolling flats, z-racks and pallet jacks.
  • Ability to stand for long periods of time.
  • Ability to work at a safe and steady pace.