What are the responsibilities and job description for the Ecommerce Product Manager – Online Merchandising position at Floor & Decor?
Purpose:
This position will track, oversee, and optimize the customer experience. Ensure strategies are being deployed consistently across the
enterprise and defining the company’s overall customer experience approach to ensure an increased customer satisfaction. This position
provides input and resources, partnering with cross functional departments and other to drive customer experience improvement. This
position will be responsible for creating a persistent customer-first mentality across store channels.
Minimum Eligibility Requirements:
Bachelor’s degree (relevant experience can be substituted for the required education on the basis of one calendar year of
experience for one academic year of education)
- Three years of relevant experience required or an equivalent combination of
- Proven problem-solving and team building skills
- Data-driven mindset with customer service excellence in mind
- Excellent organizational skills
- Strong computer skills including Microsoft Office Suite
- Has exempt level experience involving various customer experience channels
- Experience managing multiple levels and groups of associates
- Working knowledge of customer loyalty platforms
- Must be detail oriented and organized
- Must possess excellent customer service skills and work well under pressure
- Ability to multi-task, meet deadlines, and work in a fast-paced environment.
Essential Job Functions:
- Responsible for overseeing the hiring and training of customer experience
personnel
Liaise with the organization’s marketing, learning, sales and advertising units to analyze customer feedback and develop programs & strategies that are
- Define and implement standards/procedures for ensuring optimal customer
- Working with internal and external resources to provide best in class customer service
- As owner of the overall customer engagement team focus will be to set strategy, refine process, coordinate resources.
Job Description
- Prepare and manage annual budgets in achieving set objectives and goals
- Utilize customer relationship management tools in coordinating and monitoring customer experience operations
- Attend seminars, workshops, and conferences to improve on existing job knowledge
- Partnership with field leaders to communicate customer experience trends, accomplishments, and opportunities
- Explore new technology solutions. Use strategic thinking to see the big picture, determine root causes to problems and understand fundamental parts of the
- Constantly look for ways to improve our customers shopping experience including but not limited to order fulfillment methods,
Process development and management review operational pilots and listen to the stores to adjust and improve processes prior to all store rollout
WORKING CONDITIONS (TRAVEL & ENVIRONMENT):
Hybrid role: Monday - Thursday in office- Remote on Friday
Physical/Sensory Requirements
Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.
Note: Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law. Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.
Benefits & Rewards
Bonus opportunities at every level
Career advancement opportunities
Relocation opportunities across the country
401k with discretionary company match
Employee Stock Purchase Plan
Referral Bonus Program
Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)
Equal Employment Opportunity
Floor & Decor provides equal employment opportunities to all associates and applicants without regard to age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, disability, veteran status, genetic information, ethnicity, citizenship, or any other category protected by law.
This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment. This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.
