Store Operations, Customer Experience Lead

2 weeks ago

Houston, United States Tailored Brands Inc Full time

**Store Operations, Customer Experience Lead**

* Houston, Texas; United States

* Store Operations

* 21009354

Tailored Shared Services

** Share Job**

**Job Description:**

As a Store Operations Customer Experience Lead you will focus on creating and sustaining processes to foster a store environment of operational excellence to enhance the customer experience. You will lead the execution of the customer experience strategy which will include recommending, and implementing new or improved processes, and optimizing productivity of selling hours. You will support the in-store customer experience and partner with the Tailored Customer Solutions Team to prevent or eliminate in-store customer or employee obstacles (friction points) which impacts the customer experience. Required are strong organizational and communication skills, with a focus on attention to detail. Key to success is to the ability to work collaboratively with cross functional teams in a fast-paced environment remaining flexible, resourceful, and efficient. The position reports to the Sr. Manager of Store Operations & Communications.

**Duties and Responsibilities:**

* Supports in-store customer-related processes and procedures for multiple brands.

+ Identifies current gaps and opportunities in customer-facing in-store processes.

+ Prioritizes development of procedures to support selling process.

+ Writes instructional documents and training to support efficient execution of the processes.

+ Measures process performance over time to validate efficiencies.

* Manages the customer experience platform (Medallia) for stores.

+ Determines customer questions for the store experience based on priorities to measure success.

+ Monitors results and provides analysis on areas of opportunity.

+ Recommends training to support efficient execution of customer-facing practices and/or areas of opportunity.

+ Partners with the Operations Process Optimization Lead to algin the entire store experience to work seamlessly on the back-end and front-end of the business.

* Partners with the Tailored Customers Solutions Team to:

+ Eliminate non-efficient processes which impact stores.

+ Analyze trends to address customer/employee friction points or identify gaps in processes and opportunities for additional training.

* Supports the customer experience initiatives:

+ Partners with Visual Merchandising on driving efficient execution and sustainability of visual standards.

+ Creates standards for cash wrap efficiencies and presentation to evolve with the customer checkout experience (e.g., MPOS).

+ Oversees price management processes to ensure stores represent accurate pricing/promotions and in-store marketing presentation.

* Conducts observations in stores to understand the day-to-day customer experience and supports continued process improvements and identifies best practices to adopt across all stores.

* Leads the sustainability of the division of responsibility (DOR) program for customer experience.

* Manages the resolutions of friction points identified within the store operations customer category.

* Understands store operations and has the skills to create processes to resolve obstacles in creative ways.

* Owns strategy to enhance and maintain the content on the intranet site (The Thread).

* Defines a program, utilizing task management platform, to measure accountability of the customer experience standards/processes.

* Works with Digital team to influence the development of customer-facing systems (e.g., APOS).

* Collaborates with eCommerce and cross functional teams to create a seamless omni-channel experience between stores and online (e.g., ship-from-store, ship-to-home/store programs, and return in-store experience, etc.).

**Proven Skills, Abilities and Experience Qualifications**

* Retail Management Experience of 5-plus years.

* Bachelors Degree in Business Management or equivalent experience required.

* Ability to think strategically to develop process improvement plans.

* Strong analytical skills to identify opportunities to enhance the employee/customer experience.

* Excellent written and verbal communication skills with the ability to flex to various audiences.

* Exceptional customer service skills with the desire to satisfy our internal and external customers.

* Solid time management and follow up skills.

* Ability to excel in a fast-paced environment.

* Capable to manage multiple tasks simultaneously.

* Strong command of Microsoft Office Products including Outlook, Word, Excel and PowerPoint.

* Knowledge of retail store and back-office systems (CE Platform, POS, Oracle, PeopleSoft, etc.)

* Position will be based in Fremont, California, or Houston Texas Hybrid working-model up to 3-days a week at the Home Office (Fremont or Houston) and travel may be required.

**COVID-19 Vaccine Policy**

Tailored Brands requires all Corporate & Shared Services employees either (a) establish that they have been fully vaccinated; or (b) obtain an approved reasonable accommodation exempting them from this requirement due to a medical reason, or because of a sincerely held religious belief or practice, as a condition of employment. For purposes of this policy, a fully vaccinated person is someone who has received all recommended dose(s) of a COVID-19 vaccine authorized by the U.S. Food and Drug Administration (FDA) or the World Health Organization (WHO), including vaccinations that have been approved pursuant to an Emergency Use Authorization, and it has been at least 14 days since the administration of the final dose.

**Work Locations:** 01099SO Store Ops Oak Park 6380 Rogerdale Road Houston 77072

**Job:** Store Operations

**Organization:** Tailored Shared Services

**Shift:** Day Job

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