Senior Manager, Customer Experience and Service � Home
Who We Are:
HBC is a diversified global retailer, focused on driving the performance of high quality stores and their all-channel offerings, growing through acquisitions, and unlocking the value of real estate holdings.
Founded in 1670, HBC is the oldest company in North America. Our portfolio today includes formats ranging from luxury to premium department stores to off price fashion shopping destinations, with more than 480 stores and over 66,000 employees around the world.
Our leading banners across North America include Hudson�s Bay, Saks Fifth Avenue, and Saks OFF 5TH.
A truly global corporate citizen, HBC is committed to responsible business practices to bring about positive change, and we work hard to shape a sustainable future for people and the planet. Our philanthropic initiatives help create healthy families, strong communities, and sport excellence in the cities and countries in which we operate around the world, while striving to create innovative programs and resources that provide flexibility for work-life balance in order to maintain a positive working environment.
What This Position Is All About:
Optimize interactions from customer perspective and foster customer loyalty.
� Partner with Merchant Team in the creation and execution of strategies and impact on stores
� Course correction resolution � partner with merchants on action planning
� Supports the implementation of actionable sales driving strategies
� Analyze weekly sales results to determine top/bottom door priorities
� Train and coach CEM and Department Associates to review sales, provide product knowledge and customer experience best practices
Leverage tools and resources such as Net Promoter Score data to enhance shopping experience
Who You Are:
� The successful candidate should have a proven and quantifiable track record of success in delivering results within a large complex organization.
� Ability to quickly assess a new environment and develop solutions that support the business strategy, critical objectives, and cultural norms.
� Creative with a strategic mindset along with the ability to turn concepts into action.
� You have strong relationship building and influence skills.
� A change agent who is flexible, resilient, and able to thrive in a dynamic, rapid paced environment. Embody a culture of taking smart risks and innovating to win.
� A strong team player with a collaborative work style.
� Highly motivated with a positive and proactive mindset.
� Excellent written and verbal communication skills
You Also Have:
� Diploma / Degree
� In-store retail experience
� Experience with HOME
� Coaching/Training experience
Experience building business cases
As the Senior Manager, Customer Experience and Service � Home, You Will Be Responsible For:
� Analyze weekly sales to determine top and bottom doors; prioritize stores to support based on their sales trend (visit doors representing largest gaps to plan) Utilize sales reports to analyze sales performance, rankings, stock to sales, inventory
� Partner in the development and or facilitation of training material and programs
� Partner with vendors to provide support/material to support Associate development � in-store demos, PK etc
� New Hire On-boarding support
� Education Tools & Resources � PK App
� Updates/Ownership of IFLH website
� Selling Skills � to minimize returns/process improvement � elevate in-store experience
� Weekly Top 20 Review � focus on gaps, store performance, quick wins, course correction support
� Weekly review of Total Guard/Credit Blend -
� Monthly re-cap of key KPI�s � performance/productivity
� Associate Productivity Reporting �
� Vacancy Reporting �
� On-hands Integrity Reporting � VoC Reporting � Top 3/Bottom 3 Stores Coaching
� Evaluate productivity by group Work with Merchant & Regional / District teams to determine growth opportunities by door based on results
Your Life and Career at HBC:
� Be part of a world-class team; work with an adventurous spirit; think and act like an owner-operator
� Exposure to rewarding career advancement opportunities, from retail to supply chain, to digital or corporate
� A culture that promotes a healthy, fulfilling work/life balance
� Benefits package for all eligible full-time employees (including medical, vision and dental)
� An amazing employee discount