Customer Experience Leader
Percassi is an entrepreneurial group that excels in anticipating market trends. Our main activities are concentrated in three business areas: Retail, Real Estate and Atalanta Bergamasca Calcio. In the Retail business, we develop and manage many iconic brands with a diversified offer.
The Customer Experience Leader optimizes sales results by developing and executing short-term action plans and long-term strategies. This role leads brand initiatives to create an excellent associate and customer experience while meeting and exceeding company productivity standards.
This leader delivers a captivating, branded customer experience that builds loyalty and drives consistent sales and profit growth:
* Fosters a customer-centric culture where the full energy of the store team is focused on delivering highly satisfying customer experiences.
* Serves on the sales leadership team and is responsible for total store results.
* Owns the customer experience throughout the total store.
* Maximizes sales potential by spending 80% of scheduled time on the sales floor.
* Demonstrates excellent customer sales lead behaviors while owning 10-12 segments per week.
* Owns Best at Bras with a focus on current selling strategies.
* Supports, models, and enhances all selling and sales support behaviors to ensure a seamless customer experience.
* Analyzes customer experience reports and insights and mobilizes the team accordingly.
* Promotes ownership and accountability for category management.
* Understands, adheres to, and reinforces brand standards.
This role ensures payroll is managed daily by punch guarding and executing flex worksheets. It also supports optimization of the labor schedule by ensuring appropriate associate skills and availability.
This leader gains business insight and creates SMART action plans that improve execution and results in partnership with category managers. They ensure compelling visual merchandising strategies and presentation standards are achieved and maintained.
This role leads strategic planning of brand guides with category managers and partners with brand delivery teams to ensure high-level execution of visual merchandising strategies.
This leader champions the execution of Emerging Concepts in accordance with brand guidelines. They drive customer loyalty through current brand strategies, including credit and customer relationship marketing.
This role conducts CSL and associate observations and provides feedback and coaching. It manages and resolves customer relations issues and partners with sales leadership teams to identify and resolve all maintenance and housekeeping issues.
This leader reinforces all activities related to providing a safe working environment. They support development and implementation of store strategies to reduce shrink.
Responsibilities include:
* Overall customer satisfaction.
* Bras percent to plan.
* Conversion.
* Credit.
* Retention.
Requirements include:
* Able to improve customer satisfaction and drive customer loyalty.
* Proven ability to effectively delegate, follow up, and communicate with all levels of the organization.
* Able to manage complex and competing priorities with time management and organizational skills.
* Able to assess talent, coach, develop, and manage performance.
* Business acumen with strong strategic and analytical skills.
* Excellent visual merchandising skills.
* Schedule flexibility to include evenings and weekends.
* Previous management experience.
* Previous high-volume management experience preferred.
We are committed to expanding our efforts to guarantee Equal Opportunities and pay particular attention to gender equality and the integration of people with disabilities within the company. All vacant positions are open to applications from members of the Protected Categories L.68/99. Data will be processed exclusively for the purposes and according to the methods reported in the privacy policy available on the website.