Director, Customer Experience
4 weeks ago
Tailored Brands, Inc. is a leading omni-channel specialty retailer of menswear, including suits and a broad selection of business casual offerings as well as the largest provider of tuxedo rental products in the U.S. and Canada. We operate retail stores in all 50 states and Canada. Our U.S. retail stores are operated under the brand names of Men’s Wearhouse, Jos. A. Bank, Men’s Wearhouse and Tux, and K&G Fashion. Our Canadian stores are operated under the brand name of Moores in ten provinces. Our purpose is we help people love the way they look and feel for their most important moments. We accomplish this by putting customers at the center of every decision, rallying together to achieve common goals, and striving for excellence and continuous improvement. We help fulfill this purpose by valuing differences and knowing they make us better and showing up with courage to always do the right thing. If you want to make a difference, be part of a great team and grow, you might be a perfect fit.
About the Job
We currently have an exciting opportunity as Director of Customer Experience and Store Operations Training. Your primary responsibility is to analyze customer feedback data, partner with cross functional teams to resolve friction points and improve the overall in-store customer experience, and to create and implement a supporting store operations training strategy for field users. This position drives the recommendation and implementation of new or improved tools, training, and resources to impact performance throughout the customer interaction process across all channels within our stores. The ideal candidate will have a strong technical writing background, excellent communication skills, and a keen eye for detail. This role will supervise a Customer Experience Analyst and will report directly to the Senior Director of Store Training and Customer Experience.
What You’ll Do | Key Accountabilities
- Partner with the Senior Director of Customer Experience and Store Training to create and maintain Customer Experience and Store Operations Training department strategy, and to identify key objectives and deliverables.
- Develop Store Operations Training initiatives by identifying training opportunities through customer and field feedback, along with data analysis. Recommend appropriate training platforms and coordinate the communication and delivery of content that aligns with the evolving business needs.
- Identify customer experience friction solutions across all platforms (TCS, Digital, Technology, Marketing, Store Operations, Visual) to create and effectively implement store operations training to improve and streamline store task processes and procedures.
- Create a train-the-trainer platform for reinforcement of all Store Operations Training procedures, processes, and controls utilized daily to contribute to the enhancement of the customer experience.
- Partner with cross functional business owners, building, maintaining, and iterating on a Customer Journey Roadmap.
- Define and execute customer insight analytics programs and initiatives that provide accessible ongoing reporting and targeted analysis and insights related to who our customers are.
- Gather and interpret customer feedback data from multiple input resources to provide clear and consistent metrics around customer experience strengths and areas of opportunity.
- Develop content and lead the preparation of high-quality refined customer feedback and training reports, written analyses, presentations, and other deliverables.
- Act as the point of leadership contact for all external training and customer feedback vendor solutions, maintaining client relationships, and maximizing the return on investment.
- Organize, plan, and monitor the organizational voice of customer plan to optimize customer interaction while collaborating on all Customer Experience initiatives (stores, digital, Omni etc.)
- Perform other related duties and assignments as required.
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