Vice President, Retail Experience Solutions

2 weeks ago

Boston Massachusetts, United States Forsta Full time
Job Description

The position can be located anywhere in the EST time zone. 50% travel (domestic and international) expected.

We are seeking an experienced and strategic-minded individual to join our team as a Solution Principal, Retail. In this role, you will play a pivotal role in defining the retail expertise, strategy, solution set, and thought leadership within the retail vertical. You will collaborate closely with sales teams to support deal sales cycles, consult with retail clients on their strategy, and operate as the company’s retail thought leader.

Define and develop the retail expertise and strategy for Forsta, including identifying market trends, customer needs, and competitive landscape within the retail vertical.

Work closely with sales teams to support deal sales cycles by providing subject matter expertise, crafting tailored solutions, and delivering compelling presentations to retail clients.

Consult with retail clients on their strategic objectives, challenges, and opportunities, and recommend solutions that align with their business goals.

Lead thought leadership initiatives within the retail vertical, including developing whitepapers, case studies, and blog posts, and presenting at industry conferences and events.

Collaborate with product management and development teams to ensure that Forsta's solutions meet the specific needs and requirements of retail clients.

Developing HX Framework: Create a comprehensive framework for transitioning from traditional experience management to a Human Experience strategy. This framework should outline key principles, methodologies, and best practices for understanding and optimizing the holistic human experience.

Customer Journey Mapping: Lead efforts to map out the end-to-end customer journey, identifying touchpoints and moments of interaction where human experiences are shaped. Use insights from journey mapping to inform HX strategy development and implementation.

Data Integration and Analysis: Work closely with data analytics teams to integrate various data sources (e.g., customer feedback, behavioral data, sentiment analysis) to gain a deeper understanding of human experiences. Use advanced analytics techniques to derive actionable insights that drive HX strategy.

Cultural Transformation: Champion a cultural shift within the organization towards a more human-centric mindset. Collaborate with internal stakeholders to promote empathy, curiosity, and a customer-first approach in all aspects of decision-making and operations.

Employee Experience Enhancement: Recognize the integral role of employees in delivering exceptional human experiences. Develop strategies and initiatives to enhance employee engagement, satisfaction, and empowerment, ultimately leading to better customer interactions and outcomes.

Continuous Improvement: Establish mechanisms for ongoing monitoring, measurement, and optimization of HX initiatives. Implement feedback loops and performance metrics to track progress, identify areas for improvement, and drive continuous enhancement of the HX strategy.

Thought Leadership: Position the organization as a thought leader in Human Experience by publishing articles, participating in industry forums, and speaking at conferences. Share insights, case studies, and best practices that demonstrate the value and impact of HX strategy.

Cross-Functional Collaboration: Foster collaboration and alignment across departments, including marketing, sales, product development, and customer support, to ensure a unified approach to delivering exceptional human experiences across all touchpoints.

Change Management: Lead change management efforts to facilitate the adoption of HX strategy throughout the organization. Provide guidance, training, and support to employees at all levels to ensure successful implementation and execution.

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