Job Information
EssilorLuxottica Senior Manager Operations Customer Journey in New York, New York
Senior Manager Operations Customer Journey
Date: Jun 13, 2024
Brand: Luxottica (LoA Corporate)
Location:
New York, NY, US, 10018
Requisition ID: 849482
Store # : X00093 SGH Store Ops - NY 5th
Position: Full-Time
At Sunglass Hut, we're always in the sun. You’ll find a dynamic space with endless possibilities to grow your career. We are a culture that wants to see you succeed, develop your customer expertise and care, and feel supported by people who embrace you. With us, you’ll bring warmth into the hearts and souls of our customers and the world we live in. We believe in the freedom of self-expression, inclusivity and authenticity, which is why we bring exclusive styles of high-quality fashion and performance sunglasses to all.
A world leader in the specialty sunglass retail business with over 3,000 stores worldwide, we believe in the freedom of self-expression, inclusivity and authenticity, which is why we bring exclusive styles of high-quality fashion and performance sunglasses to all.
Sunglass Hut is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses.
GENERAL FUNCTION
The Sr. Manager Operations - Customer Journey is responsible for owning the customer journey within Sunglass Hut North America stores.They are passionate about putting the customer first and understand how to use data and market insights to drive their decision making.They love to train and understand how to create programs that are engaging. They have experience with presenting to large groups with expert abilities in keeping people engaged. They are highly adaptable, and willing to pivot their approach based on the ever-changing retail landscape. Adept at solving problems, has an entrepreneurial mindset, always searching for new ideas to create the best customer experience possible.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for the complete customer journey including the selling model, store standards, tools, and trainings.
Develop a training strategy that aligns with the leadership vision partnering with training and field teams to implement business changing development courses.
Develop & maintain a best-in-class mystery shop program by partnering with the executive leadership team to create a program that aligns with the changing needs of the retail business.
Review and analyze mystery shop results and provide comprehensive reporting to executive & store leadership teams throughout the year including yearly field conference presentations.
Drive insights from shop results and work to enhance the current tools, develop new tools, and developing a training strategy that addresses the opportunities from the shops.
Be the link between the field and the customer service leadership team working to identify opportunities in the service offering. Review ticket resolutions, participate in call reviews, and partner closely with the field to receive consistent feedback on the provided services.
Partner with global CRM team on all Loyalty projects owning all operational and field facing aspects. Working with a field first approach to deliver services that meet the store needs. Drive field engagement while simultaneously working to identify opportunities and enhancement needs to develop the program to be best in class.
Stay in tune with the customer journey offerings in the market and work to develop business cases for new tools and programs needed to be a world class retailer.
Manage NPS program by providing weekly reporting, staying in tune with escalated issues, and identifying trends in customers feedback to develop strategies that addresses needs across the customer service & field teams.
Manage relationship with Sales Audit partners working to find opportunities in store support processes and find creative solutions to meet customer needs.
BASIC QUALIFICATIONS
Bachelor’s Degree or equivalent work experience
8+ years experience with Retail Customer Journey
4+ years experience in a leadership role
Experience in deck creation and excellent abilities with presenting to senior leadership
Clear communications, both written and verbal
Ability to balance multiple projects simultaneously
Proficiency of Windows software (Word, PowerPoint, Excel, Outlook, Teams)
PREFERRED QUALIFICATIONS
Previous experience with CRM related activities
Previous experience with Customer Service Support teams
Training & Development education or certifications
Nearest Major Market: New York City
Job Segment: Sr Manager, Retail, Management
Pay Range: 113,025.60 - 183,812.40
Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.
Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 ( (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.
Nearest Major Market: Manhattan
Nearest Secondary Market: New York City
Job Segment: Operations Manager, Ophthalmic, Home Care, Manager, Operations, Healthcare, Management