VP, Customer Experience

JOB OVERVIEW

The Customer Experience team at Bloomingdale's is responsible for designing the connected experience across all touchpoints - online, in-store and in-between - with the goal of building meaningful relationships with our customers by closing the gap between customers and products in an elevated, fun, personalized, memorable and uniquely Bloomingdale's way. The Vice President of Customer Experience leads this highly collaborative team and serves as the primary thought leader for the development, elevation and transformation of our experience strategy. By making the voice of our customer and colleague the primary input, this role will work cross-functionally with leaders across stores, digital, customer, marketing and technology to create a shared, integrated vision and strategy that ignites Bloomingdale's and our talented team's ability to build emotional loyalty with our multi-generational customers of today and tomorrow.

This role will sit within the Customer & Revenue Growth organization and will have enterprise responsibility - sitting at the intersection of humanity & technology, digital & physical commerce, high-touch & seamless experiences - all with a focus on the customer to drive profitable growth. The VP of Customer Experience should be energized and inspired by the humanity that underpins our business -- our customers and our people - and be equally excited by the opportunity to design the connected experience that combines that humanity with technology in a truly customer-centric, channel agnostic way. This role will report to the SVP, Customer & Revenue Growth and lead five direct reports.

ESSENTIAL FUNCTIONS

• Design the vision for the Bloomingdale's customer experience across all touchpoints. Use the journey framework to align the organization's tactics to create a customer considered connected experience - from the quick and convenient to the experiential and high-touch - in-store, on Bloomingdales.com and in-between
• Defines our experience baseline - a customer-first relationship selling model - and the corresponding selling strategies and supporting technology needs that build relationships across channels. This includes defining and evolving our selling ecosystem and leading the team responsible for designing personalized, data and storytelling-driven client outreach strategies and building content for product and selling knowledge.
• Business owner of Clienteling System for the Macy's Inc. enterprise and will lead the development and enterprise pilot for a new, transformational solution. Ensures the development of our technology supports the experience vision.
• Leads the strategy for our elevated and differentiated services and experiences -the programs that connect, engage and strengthen the relationships between our best sellers and our best customers. This includes our personal shopping and styling program strategy, our specialized services (Affiliate stylists, Design Trade Programs, Corporate Sales, Studio Services), and VIC / Luxury experiences.
• Oversees the development and iteration of our post-purchase experience, convenience offering (pick up, BOPS, BOSS) and returns - ensuring we deliver on our promise to our customer at each and every touchpoint in their journey
• Serves as the primary customer experience thought-partner for senior leaders of stores, digital, marketing and product/technology functions - advocating for the needs of our customer

QUALIFICATION & CORE COMPETENCIES

• Bachelor's Degree from a 4-year college or university
• 10+ years of relevant work experience (retail, luxury, client/customer experience, senior store leadership, strategy)
• Cross-functional & Influence Based Leadership : Prior experience leading, developing and coaching a team of various levels. Ability to lead cross-functionally through influence and build relationships across functions and hierarchy levels to leverage smarter decision-making across our organization. Collaboration skills are critical.
• Strategic & Creative Thinking: Creative, innovative thinker able to apply structure and analytical rigor to complex problems, drawing actionable insights and translating them into a vision, strategy, and action plan.
• Customer & Colleague Champion : Thinks as a customer to anticipate wants and needs to the mutual benefit of the company and the customer. Designs solutions through an empathetic colleague-focused mindset
• Powerful Storytelling : Outstanding written and verbal communication, storytelling and PowerPoint/presentation skills for diverse audiences
• Solution Orientation : Ability to determine the root cause of problems and create alternative solutions that resolve the problems in the best interest of the business. Open to learning new ideas outside scope or knowledge skillset to find new perspective.
• Change Catalyst: Ability to align and inspire our organization and culture with changes in business strategy, organizational structure, technology, and business processes. Acts as a change agent to implement new and/or evolved strategies and excite partners to bring it to life for our customers
• Journey Innovation : Seeks to deeply understand pain points and opportunities, relentlessly prioritizing innovative solutions and providing frameworks that can scale across people, process, and technology
• Prioritization in a Fast Paced Environment : Ability to juggle multiple projects - can identify primary and secondary objectives, prioritize tasks, and communicate timeline to team members.
• Functional Proficiency: Knowledge of major responsibilities, accountabilities, and organization of the enterprise.
• Maintains confidentiality and security of sensitive company information.
• Ability to work a flexible schedule based on department and Company needs.
• Excellent computer skills, including Microsoft Office Suite (Excel, Word, PowerPoint).