Community Manager
Core
Own operational execution, store readiness, and the Voice of the Customer (VoC) program to improve customer satisfaction, loyalty, and sales growth.
Role type
Senior IC Customer Experience Manager
Builds
Customer experience programs, operational playbooks, and VoC reporting
Domain
Retail operations and customer experience
Deliverable
product features
Required skills
Voice of the Customer program management, cross-functional partnership, project management, data analysis, process improvement, vendor relationship management
Preferred skills
Medallia platform experience, Power BI, SharePoint, Smartsheet, retail store operations knowledge
Technologies
Medallia, Power BI, SharePoint, Smartsheet, Microsoft Office
Responsibilities
Lead operational execution for the customer experience program and VoC; Serve as primary owner for the Medallia platform and VoC program; Translate customer experience strategies into executable store processes; Collect and analyze customer feedback and operational metrics to identify improvement opportunities; Develop operational playbooks and training resources; Partner with Field Leadership and Store Operations to validate execution requirements; Support the design and implementation of customer experience pilots and loyalty initiatives.
Seniority
Senior, hands-on IC
