Corp Ret Ops/Business Coordinator - Customer Experience

Kroger • Cincinnati, OH

5d

About The Position

The Customer Experience Business Coordinator serves as a customer advocate, supporting the development and execution of customer-centric strategies and initiatives that drive loyalty, retention & sales. This role partners cross-functional with corporate business leaders to design and implement policies, standards, playbooks, and training that accelerate the customer experience. Works closely with 84.51 to leverage customer feedback & insights to inform strategic customer 1st pilots and investments, and acts as the operations liaison to Division for Customer Experience Index. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion, and safety.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or related field.
• 5+ years of experience in customer experience, retail operations or retail management.
• Strong analytical, problem solving, project management and organizational skills.
• Excellent written and verbal communication.
• Proficiency in Microsoft Office Suite, CRM platforms, Power BI and data visualization tools.
• Ability to adapt to changing priorities and workload.
• Ability to work collaboratively in cross-functional teams.
• Ability to interpret and utilize data to drive decision making.

Nice To Haves

• Experience working in a large retail or grocery organization.
• Familiarity with Kroger’s operational structure and customer experience strategy.
• Knowledge of customer journey mapping and CX design principles.
• Demonstrated success in supporting change management or process improvement initiatives.
• Strong presentation skills and comfort working with senior leadership

Responsibilities

• Design and support customer experience initiatives that accelerate customer loyalty and retention in a complex and dynamic environment.
• Develop customer-centric policies, best practices, playbooks, and training materials.
• Analyze & leverage customer insights to inform strategic pilots, programs, investments, and operational improvements.
• Build financial business case to support strategic investments and assist in budgeting and resource planning efforts.
• Serve as a division liaison for the Customer Experience Index, ensuring store, district & division leadership teams have access to actionable and timely insights to improve the customer shopping experience, providing coaching and guidance as applicable.
• Analyze customer feedback and performance metrics to identify trends and improvement opportunities.
• Prepare reports, dashboards, and presentations for operations leadership team and key stakeholders.
• Maintain documentation and SOPs for CX processes and tools.
• Travel ~20% to divisions to support customer experience initiatives.
• Ability to work cooperatively in high paced and sometimes stressful environment
• Ability to manage conflict in a reasonable, nonconfrontational and cooperative manner
• Ability to act with honesty and integrity regarding customer and business information
• Ability to follow directions and seek assistance when necessary to resolve customer and business issues
• Provide support and assistance through direct interaction with minors, individuals with special needs, and/or older adults
• Must be able to perform the essential functions of this position with or without reasonable accommodation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees