Experienced Customer Experience Lead for Physical Retail - Driving Client Satisfaction and Omnichannel Strategy at arenaflex

Introduction to arenaflex arenaflex is a leading e-commerce company that is revolutionizing the way people shop for their homes. With a strong commitment to industry-leading technology and innovative problem-solving, we are confident that arenaflex will be home to the most rewarding work of your career. Our company is dedicated to providing an exceptional customer experience, and we are seeking a talented Customer Experience Lead to join our team. Job Overview We are looking for a highly skilled and experienced Customer Experience Lead to drive client satisfaction and omnichannel strategy for our physical retail locations. As a key member of our team, you will be responsible for developing and executing client experience procedures to drive customer satisfaction, loyalty, and long-term business results. This is an exciting opportunity to join a dynamic team and make a direct impact on our newly created physical retail experience. Key Responsibilities Develop the retail client experience vision and procedure in collaboration with retail and brand leadership (across all brands) Create client experience metrics and OKRs to measure progress against client experience in our stores Establish CX feedback loop(s) to report on these metrics objectively measuring the impact of experiences in the store and ensuring the technology is in place to support CX feedback loops at scale Regularly identify and prioritize areas of opportunity to improve the client experience in the stores Secure buy-in from cross-functional teams on a case-by-case basis to deliver OKRs Drive client-first thinking across decision-making throughout the organization (e.g., marketing, pricing, visual, signage, etc.) Lead, manage, and develop a small team Essential Qualifications 5+ years of experience in retail client experience Proven track record of delivering results across cross-functional teams Ability to build strategies that drive business results and deliver against those strategies to drive measurable value Proven experience managing multiple teams and developing more junior colleagues Excellent communication skills; works with technology decisions with senior business and engineering leaders in complex or uncertain situations Solid business acumen, analytical skills, and problem-solving abilities Preferred Qualifications Experience defining a clear strategy with a robust roadmap and delivering against it with measurable outcomes Proven success influencing senior-level partners on strategic direction based on recommendations supported by data-driven insights Bachelor's degree in a related field Skills and Competencies To be successful in this role, you will need to possess a unique combination of skills and competencies, including: Strong leadership and management skills Excellent communication and interpersonal skills Ability to work in a fast-paced, dynamic environment Strong analytical and problem-solving skills Ability to drive client-first thinking across the organization Experience with data-driven decision making and metrics analysis Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Experience Lead, you will have the opportunity to: Develop and execute client experience procedures to drive customer satisfaction and loyalty Lead and manage a team of professionals Collaborate with cross-functional teams to deliver OKRs Develop and implement strategies to drive business results Stay up-to-date with the latest trends and technologies in retail client experience Work Environment and Company Culture arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. We are committed to creating a work environment that is welcoming and inclusive to all employees, regardless of their background, culture, or identity. Our company culture is built on the principles of: Respect and empathy for all employees, customers, and partners A commitment to diversity, equity, and inclusion A culture of innovation and continuous learning A focus on delivering exceptional customer experiences A collaborative and dynamic work environment Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including a salary range of $35-45 per year, as well as a range of perks and benefits, including: Comprehensive health and wellness programs Retirement savings plans Paid time off and holidays Professional development opportunities Access to the latest technologies and tools Conclusion If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Customer Experience Lead position at arenaflex. As a key member of our team, you will have the opportunity to make a direct impact on our physical retail experience and drive client satisfaction and loyalty. Don't miss out on this exciting opportunity to join a dynamic and innovative company and take your career to the next level. Apply now to join the arenaflex team and start your journey to a rewarding and challenging career. Apply for this job