Burlington is hiring a Director of Customer Experience for Stores, leading end-to-end customer experience for Burlington’s >1,000 stores. The role is responsible for delivering world-class execution of the off-price retail model across all front-of-house processes and the customer call center. The right individual will be a great problem solver, collaborator, people leader, and communicator with experience leading store operations at national scale retailers. Customer advocacy is a must and a passion for stores is non-negotiable.
A Day in the Life:
- Strategy: Lead strategy and innovation of the customer journey within stores to achieve customer satisfaction goals. Manage new program launches, in-store tests, SOP changes, and other initiatives.
- Execution: Define processes and tools for efficient execution of sales floor, cashiering, and other front-of-the-house processes. Maintain SOPs and ensure consistent implementation across the chain. Support cross-functional efforts with impact on customer experience.
- Call Center: Oversee call center strategy and vendor relationship. Lead issue resolution and experience evolution in support of company strategy.
- Cross-functional collaboration: Partner with technology teams to implement systems in support of customer journey and its measurement. Garner cross-functional support for programs, and coordinate execution of initiatives in the Stores organization.
- People development: Train, coach, and performance manage teams within the function and mentor individuals in related functions. Establish internal processes to foster professional growth and capability development to create a high-performing organization.
You Will Come With:
- 7+ years of experience in retail
- 5+ years of experience in store operations at leadership level
- Proven ability to drive change in stores at national scale retail
- Demonstrated problem solving, people management, and communication skills
- B.A. or equivalent, preferably in operations, engineering, business or other quantitative fields
- MBA or other advanced degree preferred
- 25-50% travel
- Based in U.S. Eastern time zone
Skills and Abilities:
- Strategic problem solving
- Process and detail orientation
- Change management
- People management
- Collaboration
- Communication and influencing
- Drive for results
- Advocacy for customers and stores
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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