Experienced Client Experience Lead - Physical Retail Operations
Join the Team at blithequark: Revolutionizing Home Shopping through Exceptional Customer Experience
blithequark, a pioneer in the online home shopping industry, is seeking a highly skilled Client Experience (CX) Lead to oversee the physical retail operations across its diverse portfolio of brands, including blithequark, AllModern, Birch Path, Joss and Primary, and Perigold. As a CX Lead, you will play a pivotal role in shaping the in-store customer experience, driving business results, and fostering a culture of customer-centricity across the organization.
About blithequark
blithequark is one of the world's largest online destinations for the home, with a global presence in Boston, Berlin, and numerous warehouses and offices worldwide. We're committed to redefining the way people shop for their homes through innovative technology and creative problem-solving. Our dynamic and inclusive work environment offers opportunities for rapid growth, continuous learning, and exciting challenges.
Job Summary
This role is based in Boston and operates on a hybrid schedule: Monday - Thursday in the office, Friday work-from-home. As a CX Lead, you will be responsible for developing, implementing, and executing client experience strategies to drive customer satisfaction, loyalty, and long-term business results. You will lead a team of 2 direct reports and collaborate with cross-functional teams to ensure alignment and commitment in a fast-paced environment.
Key Responsibilities:
- Develop the retail client experience vision and strategy in collaboration with retail and brand authorities across all brands.
- Establish client experience metrics and OKRs to measure progress against client experience in our stores.
- Design and implement CX feedback loops to report on these metrics, impartially measuring the impact of experiences in the store and ensuring technology is in place to support CX feedback loops at scale.
- Identify and prioritize areas of opportunity to improve the client experience in 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 association (e.g., marketing, pricing, visual, signage, etc.).
- Lead, manage, and develop a small team.
Requirements:
- 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 quantifiable value.
- Demonstrated experience managing diverse teams and developing more junior colleagues.
- Excellent interpersonal skills; works with technology choices with senior business and engineering leaders in complex or uncertain situations.
- Strong business acumen, analytical skills, and problem-solving abilities.
- Experience defining a feasible strategy with a powerful guide and delivering against it with quantifiable outcomes.
- Shown achievement in influencing senior-level partners on essential course founded on proposals upheld by information-driven bits of knowledge.
What We Offer
At blithequark, we're committed to creating a work environment that is inclusive, dynamic, and rewarding. Our employees are our greatest asset, and we strive to provide opportunities for growth, learning, and career advancement.
Benefits and Perks:
- Competitive salary: $35-45 per year.
- Hybrid work schedule: Monday - Thursday in the office, Friday work-from-home.
- Opportunities for professional growth and development.
- Collaborative and inclusive work environment.
- Recognition and rewards for outstanding performance.
Why Join blithequark?
At blithequark, we value diversity, equity, and inclusion. We're an equal opportunity employer committed to creating a workplace where everyone can thrive. Our employees are passionate about delivering exceptional customer experiences, driving innovation, and making a positive impact.
If you're a motivated and customer-focused professional looking for a challenging and rewarding role, we encourage you to apply. Join our team at blithequark and be part of a company that's revolutionizing the way people shop for their homes.
How to Apply
To apply for this exciting opportunity, please click on the link below:
Apply Job!We look forward to hearing from you and exploring how you can contribute to our mission to create a better blithequark - and world - for all.
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