Job description
LOCATION 1830 Route 130 North Burlington NJ US 08016
Overview
Bring your experience to our growing Fortune 500 retail company and certified Great Place to Work! Burlington Stores is a nationally recognized retailer of high quality, branded merchandise at everyday low prices, with over 900 stores in 45 states and Puerto Rico and we are in search of a Customer Experience Manager to be a part of our growth and as an off-price retailer we generate more than $9B in sales through our nationwide network of stores.
Our Customer Experience Manager will utilize customer feedback to identify opportunities to improve the customer experience, travel to stores to validate real-world compliance to initiatives, and coach store managers and supervisors on best practices and SOPs.
Responsibilities include:
- Identify opportunities to improve the overall experience of our customers by utilizing customer feedback and store observations
- Provide insights and recommendations to senior leadership related to customer experience by utilizing feedback related to OSAT (overall satisfaction) and our key drivers (speed of checkout, ease of shopping).
- Lead customer experience focused tests/pilots in partnership with cross functional teams (e.g., HR, IT, Marketing, etc.)
- Ensure initiatives that support customer experience are consistently delivered throughout the chain by wielding influence with field partners
- Develop associate recognition initiatives to provide positive reinforcements in the stores
- Be a leader in companywide customer-facing initiatives, representing Store Operations, and ensuring the customer experience stays top of mind in the decision-making process
- Assist with developing measures of success, requirements, and overall project scope
- Actively engage cross-functional corporate partners to understand needs and develop action plans
- Provide support with clear communications, training documents, and presentations for appropriate audiences
- Travel to stores across the country to drive service objectives through personal interaction/mentoring
- Through store-level observations, identify causes of inconsistent performance by territory/region
- Wield influence with field partners; role model best practices; develop store-level action planning; and reinforce customer experience message
- Present results and new ideas to regional/territory teams. This will require an ability to convert data and concepts into impactful presentations.
- Regularly review the competitive landscape and recommend appropriate changes
- Maintain a strong vendor relationship with customer feedback survey provider.
- Creation of impactful executive level presentations to communicate opportunities and future actions to improve service levels
- Recommend system updates or technologies that can further improve the customer experience
Requirements:
- Bachelor’s Degree
- 5+ years of experience in a retail service leadership position ideally in stores or field
- Proficiency in MS Office, PowerPoint, and Excel a plus
- Ability to inspire and facilitate outstanding customer service
- Highly flexible with a strong commitment to a deadline-oriented environment
- Strong analytical and written communication skills
- Ability to travel to store locations across the county (approximately 20%)
Come join our team. You’re going to like it here!
You will enjoy a competitive wage, flexible hours, and an associate discount. Burlington’s benefits package includes medical, dental and vision coverage including life and disability insurance. Full time associates are also eligible for paid time off, paid holidays and a 401(k) plan.
We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.
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Pay Range- $83,000 - $109,000
Posting Number 2023-194915
Location US-NJ-Burlington
Address 1830 Route 130 North
Zip Code 08016
Workplace Type Hybrid
Position Type Regular Full-Time
Posted Date 1 month ago (1/5/2023 8:44 AM)
Career Site Category Corporate
Position Category Store Operations
Evergreen Yes
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