Specialist, Client Experience Programs

The Specialist, Client Experience Programs plays a significant role within the Global Retail Performance / Excellence team. They will partner with their Manager to help execute the client experience programs, inclusive of implementing changes to the questionnaire, planning the proper checkpoints, enhancing retail understanding and helping to analyze the data from the feedback.

This individual will assist the Manager, Client Experience Programs in managing daily vendor interactions, maintain program edits, resources and initiatives for frontline retail teams.

Do you have experience implementing programs like Voice of Client or Mystery Shopper ? If so, come work with us!

Location: This position is in-person at our Corporate Headquarters in New York, NY.

Key Accountabilities:

Activate and Deliver a Robust Client Experience Program

Evolve the programs to reflect business priorities including elevating the client experience, distilling opportunities in the feedback regarding our internal partners and evolving.

Review and adapt the questionnaire to align with business needs particularly linking the programs to the expected client experience as defined by the broader Retail Excellence team.

Strong day to day program management of program design, resources, and vendors to create continuous improvement mechanism that delivers key messaging to Market partners for activation with frontline teams while also gathering and communicating feedback to improve internal processes.

Measure Retail Performance/Excellence

Leverage insights to enhance business performance.

Monitor program metrics/results at all levels and partner with the Manager and Retail Performance zone teams to implement vital actions with the goal of elevating the client experience.

Use metrics and data-based approach to both find opportunities for improvement as well as recognize and socialize standard methodologies.

The hiring range for this position ranges from $88,740 – $100,000. The rate of pay offered will be dependent upon candidates’ relevant skills and experience.

Required Qualifications

• Bachelors degree or equivalent experience
• 3+ years creating/ maintaining client experience programs
• Demonstrates 360 degree thinking and problem solving skills in recommendations about cause and effect relationships beyond quantitative evaluation
• Strong computer skills in Microsoft Office applications (Excel, Word, PowerPoint)
• Strong analytical skills
• Strong verbal and written communication skills
• Strong interpersonal skills
• Ability to interact optimally with management
• Sound decision making skills
• Self motivation with a strong drive for achievement
Ability to prioritize and work in a highly dynamic, fast paced and team-oriented environment

Preferred Qualifications

• Knowledge of Voice of Client or Mystery Shopping programs