Job Responsibilities：

GENERAL FUNCTION

Responsible for creating and leading the strategies that encompasses all customer interactions.

Demonstrate the ability to drive deeper understanding of In-store operations and identify opportunities to improve the customer experience.

Provide strategic direction for customer experience initiatives to achieve brand goals.

This role will seek out and implement best-in-class practices for customer experience and methodologies.

MAJOR DUTIES AND RESPONSIBILITIES

Manage Medallia data, analytics and customer insights for Oakley O Stores and Oakley Vault

• Collect, analyze and interpret customer interaction data to identify requirements and information useful in optimizing customer experience

• Identify customer pain points and provide recommended action plans and status updates on progress

• Champion the customer throughout the customer lifecycle, balancing customer needs with business requirements and presenting a compelling case for internal change and improvements to the business

• Create a sustainable competitive advantage by focusing on the customer

• Educate Oakley leadership about what customers think to deliver improvements to customer experience and profitable growth

• Advocate new business ideas to improve sales and customer experience

Requirement：

Operations Management

• Assist in leading and managing store operations and policies & procedures

• Drive improvement of tools and systems and execution of operational efficiency

• Build and foster collaborative relationships with store and field leadership and CSC departments to stay informed and aware of new initiatives and business processes that impact the customer experience.

Project management

• Coordinate internal resources and third parties/vendors for the flawless execution of projects

• Ensure that all projects are delivered on-time, within scope and within budget

• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility

• Develop a detailed project plan to monitor and track progress

• Manage changes to the project scope, project schedule and project costs using appropriate verification techniques

• Research current trends used to attract customers into store; partner with brand to test and introduce innovative methods

• Understand the strength of the company’s competitors, analyze factors influencing sales in the industry and determine which products, services, or initiatives will likely experience growth.

• Meet with business analyst to monitor effectiveness of pilots/programs

BASIC QUALIFICATIONS

• 5+ years business experience

• Bachelor’s degree or equivalent in related field

• Strong leadership and interpersonal skills

• Ability to think strategically and creatively

• Ability to navigate and make decisions without clear direction

• Excellent communication skills

• Equally effective in strategy and execution