What are the responsibilities and job description for the Senior Manager Retail Experience & Clienteling position at Alo Moves?
OVERVIEW
We are seeking a passionate Customer Experience professional to own, elevate and drive the entire Alo retail journey. This senior leadership role will be responsible for developing and executing a comprehensive global strategy to deliver an exceptional, end-to-end customer experience across all in-store touchpoints, from journey model creation and onboarding support to elevated client appointment hosting. This role will be accountable for driving sales growth and ongoing loyalty from both new and existing clients, measuring and reporting on key performance indicators (KPIs) to track service quality, customer satisfaction, and overall experience. By leading analytics and data management reporting of customer experience, clienteling programs, & clienteling tech tools support, the Sr. Manager of Retail Experience & Clienteling relays the Alo vision to retail teams and brings forward local needs and feedback. This person must understand customer purchasing behaviors and have proven experience in working successfully with cross-functional teams to achieve deliverables in a service-centric retail environment.
Any additional information you require for this job can be found in the below text Make sure to read thoroughly, then apply.
Key Responsibilities
RETAIL EXPERIENCE
- Define and execute a global strategy for customer experience across the retail journey from initial interactions to appointment facilitation and retention.
- Develop and sustain customer journey maps, pinpointing key touchpoints and optimizing interactions at every stage.
- Align CX initiatives with broader business objectives and company strategy. Monitor the effectiveness of direct-to-client communication efforts through feedback mechanisms and analytics, adjusting as needed to maximize engagement and impact.
- Develop and implement a recognition program to acknowledge and reward field employees for achieving experience milestones.
- Champion the voice of the customer, ensuring that customer needs and insights are central to decision-making and product development.
- Drive the creation and adoption of training curriculum on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
- Establish and monitor key performance indicators (KPIs) to track service quality globally, including customer satisfaction (NPS / CSAT), conversion, and category sell-through.
- Leverage, analyze and report on customer feedback and analysis to inform strategic decisions and optimize service delivery.
CLIENTELING
QUALIFICATIONS
SALARIED :
The base salary range for this position is $125,000-$140,000 per year, which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company’s total rewards package for exempt employees. Other rewards may include long term incentives, a PTO policy, and many other progressive benefits.
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Salary : $125,000 - $140,000
