Senior Director, Customer Strategy

About

Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Everyone plays a critical role to bring our mission to life. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative. We welcome and embrace diversity of background, thought and opinion while having a lot of fun along the way.

Job Overview

The Customer Strategy team at Bloomingdale's acts as the voice and advocate of our multi-generational customer base-structuring quantitative and qualitative insights into strategic and innovative applications, ensuring our customer is a primary input for strategic development across the organization. The Senior Director of Customer Strategy leads this highly collaborative team and serves as the primary thought leader on customer strategy by working cross-functionally with senior leaders to develop strategies and operating frameworks that build the health of our diverse customer base.

This role will sit within the Customer & Revenue Growth organization and will have enterprise responsibility-forging partnerships not only with the CRG pyramid but also data analytics, marketing, stores, merchants, product and technology. The Senior Director should be energized by the dynamic and multi-faceted of customer feedback and excited by the opportunity to guide, educate and inspire the organization with thoughtful insights-all with the mission of improving Bloomingdale's customer experience, building meaningful customer relationships and achieving business results related to customer growth, lifetime value and acquisition. This role will report to the SVP, Customer & Revenue Growth and lead a team of three.

Essential Functions

• Develop the customer strategy framework strategic vision and bring it to life through partnership and collaboration with cross-functional partners across the organization to guide the development enterprise strategies that deliver customer engagement, adoption, and repeat purchases.
• Develop, socialize, and operationalize standardized customer frameworks including customer journey, customer segmentation, customer states, lifestages, personas, etc. Use these frameworks to drive alignment & opportunity identification across various functional and cross-functional roadmaps
• Serve as the lead customer evangelist-partnering with senior executives across key functions shaping the customer journey: service and experiences, product and technology, stores, digital, marketing, etc. to elevate impact of customer voice in improving the overall customer experience and profitable growth.

• Conduct detailed analyses of internal customer data to better understand and predict customer behavior that in turn helps develop targeted acquisition, migration and retention strategies
• Develop and execute the company's proprietary customer research activities to uncover meaningful and actionable insights about the perceptions, attitudes and motivations that drive customer behavior
• Lead on the evolution of customer health analysis for the organization with relevant teams (i.e., Data analytics) to develop customer health (financial) goals and supporting analysis, tracking, self-service dashboard and reporting to embed customer data in organizational decision-making
• Leverage customer research, NPS, predictive analytics and external resources to increase organizational understanding of consumer, competitive and market trends that impact our business performance in the near and long term.
• Develop and deliver materials and presentations related to Customer for broad audiences (e.g., senior: executive leadership, brand partners, board of directors, etc.; organization: monthly & quarterly customer reports, etc.)
• Develop ongoing internal education programs to inform and enrich stakeholder perspectives
• Partner closely with corporate strategy, customer analytics, market research to program impactful cross-discipline analysis and storytelling

CORE COMPETENCIES

• Strategic Thinking: Understanding of business issues and opportunities and ability to translate them into a vision, strategy, and action plan.
• Solution Orientation: Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of problems and create alternative solutions that resolve the problems in the best interest of the business.
• Reasoning Ability: Ability to work independently with minimal supervision and use judgment to make sound decisions.
• Collaboration & Strong Relationship Orientation: Ability to build partnerships with key business stakeholders to identify opportunities to leverage smarter decision-making across our organization. Collaboration skills are critical.
• Change Management: Ability to align the organization's people and culture with changes in business strategy, organizational structure, technology, and business processes. Act as a change agent to implement and manage significant change initiatives that have a material to the organization.
• Business Acumen: Awareness of the organization's vision, structure, culture, philosophy, operating principles, and values. Knowledge, insight, and understanding of business concepts, tools, and processes that are needed for making sound decisions in the context of the company's business; ability to apply this appropriately to diverse situations.
• Functional Proficiency: Knowledge of major responsibilities, accountabilities, and organization of the enterprise.

Competencies

• Bachelor's Degree from a 4-year college or university
• 7+ years of relevant work experience (retail, customer research/data, strategy)
• Prior experience leading, developing and coaching a team of various levels
• Ability to lead cross-functionally and build influence across hierarchy levels on high impact, high-visibility corporate strategies
• Thinks as a customer, to anticipate new customer needs and further develop insights and context to the mutual benefit of the company and the customer
• Intellectually curious with strong analytical skills, drawing actionable insights and recommendations, and building strategies against the analysis
• Outstanding written and verbal communication, storytelling and PowerPoint/presentation skills for diverse audiences
• Creative, innovative thinker able to apply structure and analytical rigor to complex problems and associated decision-making
• Ability to juggle multiple projects - can identify primary and secondary objectives, prioritize tasks, and communicate timeline to team members.
• Maintains confidentiality and security of sensitive company information.
• Open to learning new ideas outside scope or knowledge skillset
• Ability to work a flexible schedule based on department and Company needs.
• Excellent computer skills, including Microsoft Office Suite (Excel, Word, PowerPoint).