Omni Experience Manager
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About The Position
As an Omni Experience Manager, you will play a pivotal role in driving growth in sales and profitability through effective leadership and execution of key initiatives such as Ship To Home (STH) and Buy Online Pickup in Store (BOPIS). This position is designed to support the growth of omni sales contributions to the overall business, adapting to the evolving shopping patterns of customers. You will lead a dedicated team focused on delivering an exceptional omni experience, ensuring that customer satisfaction remains at the forefront of operations. Empowered to make decisions that align with company goals, you will be instrumental in fostering a culture of excellence within your team. Your responsibilities will include being an expert in Multi-Channel Sales, ensuring accuracy and efficiency in STH and BOPIS operations, and maintaining a comprehensive understanding of all Standard Operating Procedures (SOP). You will execute and uphold company directives, ensuring proper setup of BOPIS, STH Room, and Curbside services. Regular attendance at Workload Planning meetings will be essential, as you will prepare discussion points and needs to optimize labor hours and forecast BOPIS demands. Additionally, you will be responsible for preparing for peak season performance, opening and closing the store, and driving store metrics while participating as a manager on duty when necessary. A critical aspect of your role will involve analyzing daily omni reporting to identify growth opportunities and areas for improvement. You will train your direct report team and collaborate with the store leadership to enhance omni processes, including expedited shipping and curbside services. Maintaining a safe working environment and ensuring that associates engage customers with a welcoming attitude will be paramount. You will lead your team in achieving all metrics related to picking, packing, and shipping online orders, while also fostering a positive customer experience in-store. In terms of team development, you will be responsible for recruiting, interviewing, and retaining quality associates, ensuring that all positions are filled promptly. You will inspire and engage your store team to deliver best-in-class results, promoting a diverse and inclusive environment. Establishing clear goals and expectations for your team, conducting performance coaching, and communicating career advancement opportunities will be key components of your leadership approach.
