Customer Experience Manager, North America

at  LOCCITANE en Provence

JOB SUMMARY:

The Customer Experience Manager is a new role in the organization to drive and sustain the innovation necessary to deliver a memorable 360 customer experience in our L’OCCITANE boutiques in the US and CANADA. Working directly with our North America Field Team and all support functions, this is a transversal role to lead change and embark others in our retail transformation.

EDUCATION:

• Bachelor degree in business or similar field related experience.

EXPERIENCE:

• 5+ years of project management

MINDSET & SKILLS:

• Obsessed with executing with excellence, anticipating, and over delivering on customer needs.
• Project roadmap and delivery experience with a track record on impact on internal and external customers.
• Capability to translate ideas into well-defined executable strategies and solutions.
• Strong relationship leadership with a track record of positively collaborating, influencing, and extensively coordinating with internal and external partners, including senior leaders.
• Curious and open mindset, eager to learn and discover new/different perspectives.
• Critical thinking and decision-making skills while exhibiting servant leadership skills.
• Superior analytical skills (quantitative and qualitative) coupled with an ability to assess a situation without always having the full picture.
• A demonstrated commitment to high professional ethical standards and a diverse workplace.
• Excels at operating in a fast-changing environment.
• Advanced proficiency in excel, word, outlook, publisher and power point. Experience with Jira, Confluence, Trello, Mural or Miro a plus.

PHYSICAL & TRAVEL REQUIREMENTS:

• Must be able to work in normal office conditions.
• Must be able to work up to 8+ hours per day and be on their feet for extend amounts of time.
• Must be able to travel via airplane across the US, CANADA, and internationally 2 to 3 times a year.
• Valid Driver’s License and Passport.
  The compensation for this role ranges from $80,000 - $90,000 for the NYC region. Exact compensation will vary based on factors including but not limited to experience, skills, and geographical location. In addition to annual salary, this position is eligible for participation in a highly competitive bonus program.

• Customer Experience
• Lead the strategic Customer Experience mapping in store with an omni-channel & multi-environment view to bring the L’Occitane Retail Identity to life.
• Work closely with key business partners to collaborate on marketing campaign execution in store, selling strategy & techniques, as well as tactical test & learn to drive sales when needed.
• StoreHub from MVP to Maturity
• StoreHub is our new in-house solution to bring everything in one place for our store teams.
• Lead the change management for this strategic launch this summer.
• Be the voice of the retail field to test, learn and sustain the necessary incremental evolutions to bring this product to maturity.
• Clienteling Experience
• Co-build the customer contact strategy with Clienteling being a part of our CRM strategy.
• Lead and animate the Clienteling board of store managers to create a strong self-organized group of ambassadors while collecting insights and feedback as required.
• Lead the continuous improvement and evolution of our internal qualitative Clienteling KPI: Love Score.
• Simplification of Store Operations
• Identify key issues preventing store teams from spending qualitative time with their customers.
• Form hypothesis, test and develop solutions to implement sustainable changes.