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Ecommerce & Digital Styling Manager
URBN
Philadelphia, PA, United States
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Anthropologie: Ecommerce & Digital Styling Manager
Founded in 1992, Anthropologie (www.anthropologie.com) operates more than 175 retail stores in North America and Europe, and ships to over 100 countries worldwide via our eCommerce channels. We cater to fashionable, educated, and creative women between the ages of 28 to 45, who desire an inspirational shopping experience. To that end, we are committed to exceeding her expectations in unexpected, delightful ways. Our unique product assortment includes women's apparel and accessories, home furnishings and décor, gifts, beauty, and found objects. Our mission is to provide our customer with an unimagined experience.
Reports to
Sr. Manager, Global Service & Styling
Overview
The Styling Manager’s role is to oversee and help grow and improve the retail and online personal styling programs, develop documentation and training around styling and inspire teams by providing product information, outfitting, customer insights, etc. The position will work closely with the Buying teams, Store Operations, Visual Merchandising, IT and Product Merchandisers.
Responsibilities
ANTHROPOLOGIE
• Develop marketing and customer communication strategy for Anthro’s digital personal styling program
• Map improved customer journey based on market research; propose on-site marketing plan to improve experience, expose the service at the right time, and capitalize on high-spend potential customers
• Implement language standards for consistent customer communication; partner with training manager to develop conversion and upselling techniques
• Build strong relationships with merchants to allow consistent flow customer feedback and assortment recommendations
• Maintain thorough understanding of brand messaging calendar; create styling directives for stylists featuring key themes and items from brand messaging
BHLDN
• Implement solutions to customer experience for the BHLDN digital styling service (styling surveys, meet the stylist page, BHLDN hub)
• Set standards for BHLDN in-house customer service team; hire and train the team with onboarding support from the Ecommerce Styling team
• Support Managing Director’s initiatives with insights from customer communication
• Act as the voice of the customer for cross-functional projects to protect her point of view and values
BOTH BRANDS
• Identify key points in the customer shopping cycle and map a timeline of most profitable moments for proactive outreach
• Create reporting with KPIs for proactive outreach techniques to inform strategy adjustments
• Partner with IT to oversee the implementation of clienteling platform
• Support training team in creating styling and product related content for field teams
• Attend seasonal product reviews to remain connected
Qualifications
• 5+ years Retail, Personal Styling or other service experience
• Possesses a sense of personal style along with keen understanding of and ability to reflect the Anthropologie & BHLDN aesthetic as a brand ambassador
Job Skills
• Outstanding creative and operational, verbal and written communication skills
• Highly motivated with strong organizational and follow through skills
• Capacity to manage and prioritize tasks in a fast-paced environment, deals well with complexity
• Innovative, self-starter who can effectively manage deadlines for self and the team
• Ability to manage and inspire creative thinkers in complex businesses, not afraid to ‘roll up sleeves’ and dig in, maintains optimistic outlook
• Strong understanding of Retail environment and multi-channel business – implements processes and leverages tools to better service the customer
Education
Bachelor’s Degree in Fashion, Business, or a related field.
Travel
Some domestic travel required.
Location
Philadelphia, PA
The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.