Senior Manager, Customer Voice

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 Senior Manager, Customer Voice plays a critical role in turning customer feedback into actionable insights for business stakeholders across Bloomingdale's. The Senior Manager owns the Bloomingdale's customer survey strategy (NPS and Digital CSAT), with oversight of survey types, content and delivery methods. The Senior Manager advocates for the needs of the customer by leading the analysis of customer voice trends and reporting for the organization. The Senior Manager will report into the Director of Customer Strategy and is part of the larger Customer Experience & Strategy team responsible for elevating the voice of the customer to ensure it's a consistent input into organizational strategy development.

Essential Functions: 

• Owns Customer Voice reporting and communication throughout the Bloomingdale's organization
• Leads the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics including plan development, analysis and reporting
• Serves as primary Bloomingdale's partner to the Macy's, Inc Customer Insights team, collaborating on survey strategy and offering Bloomingdale's POV to influence enterprise strategy
• In partnership with Digital Customer Care team, ensures digital experience feedback is heard, captured and connected to digital product teams
• Leads on special projects, turning insights into compelling stories by synthesizing research across multiple sources (satisfaction surveys, website experience feedback, etc) and bringing customer pain points to life
• Supports efforts to continually innovate around survey/feedback methodology to adjust to changing customer preferences

Qualifications and Competencies:

• 5+ years of relevant work experience
• Thinks like a customer and embodies a customer-centric mindset that drives customer advocacy with cross-functional partners
• Expertise in analyzing data, and extracting and communicating actionable insights from a variety of qualitative and quantitative sources
• Demonstrates a strong sense of urgency - critical
• Ability to work a flexible schedule based on department and Company needs
• Outstanding relationship orientation with the ability to build meaningful relationships with key business stakeholders across our Macy's, central organization, and stores
• Excellent communication (written, verbal, storytelling) skills; high level of creativity, independence, and ability to project confidence
• Team player who is a self-starter and can thrive in fast-paced, results-oriented environment
• Maintains confidentiality and security of sensitive company information
• Influences stakeholders without direct reporting authority, gaining consensus, managing conflict, and resolving issues when the occur
• Excellent computer skills, including Microsoft Office Suite (Excel, Word, PowerPoint)

Physical Requirements:

• Requires periods of walking, standing, hearing, talking, reaching with extended arms, crouching, and climbing ladders
• Frequent use of computers and other office equipment
• Requires close vision, color vision, and ability to adjust focus
• Frequently lift/move up to 25 lbs.