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Manager, CEM & Customer Loyalty
GUESS
Los Angeles, CA, United States
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Job Description
POSITION TITLE: Manager, CEM & Customer Loyalty
POSITION PURPOSE:
Responsible for devising and executing innovative initiatives in stores, which create memorable experiences while driving measurable results. Leverage new and existing technologies along with cross-functional partners to build a holistic & seamless omni-channel customer journey for stores that is ahead of the curve, forever changing how customers shop GUESS brick and mortar.
ESSENTIAL FUNCTIONS:
Propose, plan and execute store-focused CEM initiatives which generate new traffic to stores and drive repeat visits. Augment existing campaigns and communications with new initiatives that put the store first.
Spearhead new projects that incorporate game-changing technology to upgrade the store experience, making it fun, interactive and relevant. Partner with cross-functional partners and utilize each customer touchpoint to create a data-rich view of the customer, enabling store associates to deliver on truly special experiences in-store.
Serve as the main point of contact between field leaders and E-Commerce marketing team. Conduct weekly calls with key field personnel on both challenges and best practice in the stores to troubleshoot and improve all existing programs related to customer experience and loyalty.
Continually test the quality of the customer experience in stores and improvise solutions as appropriate to deliver on a customer-first vision which is best-in-class. Utilize all available data, including loyalty, POS & survey data to assess areas of opportunity to drive meaningful change in the store experience.
Assist Director of CEM & Loyalty, and other team members, on additional ad hoc CEM-related tasks. Attend all CEM team meetings and other department meetings as required.
EDUCATION: Bachelor's Degree
YEARS OF EXPERIENCE: 6-8 Years