Senior Manager, Retail & Wholesale Experience

Marc Jacobs • New York, NY

3d • Onsite

About The Position

Marc Jacobs International, powered by the creative genius of Marc Jacobs, seeks a Senior Manager, Retail & Wholesale Experience to oversee excellence in customer experience across our retail and wholesale environments. This position will plan and execute the strategies for Clientelling, Selling Experience, Education, and Activations for North America. They will be a key member of the Commercial team, working cross functionally with visual merchandising, education, retail operations, merchandising, marketing and retail leadership to execute a seamless customer experience. This person will be based in our home office located in SOHO, New York City.

Requirements

• 7+ years of relevant experience with a focus on leading best-in-class brand & customer experience.
• Experience leading cross-functional initiatives, presenting at the executive level, and collaborating across corporate functions.
• Exceptional written and verbal communication skills; high level of attention to detail.
• Proven track record delivering results across multiple business channels.
• Deep understanding of customer behaviors and passion for delivering unique experiences through retail.
• Strong business acumen, analytical capabilities, and decision-making skills.
• Natural relationship-builder with strong presence, clear communication, and a collaborative leadership style.
• Demonstrated entrepreneurial experience and spirit, agility in leadership style and flexibility of approach; ability to think strategically (high-level) and tactically (to drive execution).
• Ability to travel up to 20%

Responsibilities

• Work in partnership with retail and wholesale leaders on cross-functional commercial initiatives including Clientelling, Activations, Special Projects, GTM and overall Brand Experience that meet business objectives, customer expectations, and revenue targets.
• Develop a “North Star” brand experience strategy and philosophy that is centered around customer experience and guides decision-making across permanent stores, pop-up stores, shop-in-shops, and outlet stores.
• Act as a thought leader in best-in-class brand experience. Consistently monitor market and competitor trends to ensure Marc Jacobs is at the forefront of best-in-class brand and customer experience.
• Build a Clientelling and Activation strategy and annual execution plan which is centered around client centric customer experience
• Lead the Education team as they build and deliver trainings that enhance client experience across retail and wholesale; Drive towards goals in UPT, conversion, customer retention and loyalty.
• Develop business plans and proposals to support new brand experience development opportunities and acquire key stakeholder buy-in and approval on business objectives, metrics, and budget.
• Work collaboratively with the e-commerce team on alignment of key activities across channels.
• Spend time in the field to gain insights and feedback on all priorities.
• Build and maintain relationships with front-line team members to monitor wholesale and retail, market and competitor performance and identify new areas of opportunity and innovation.

Benefits

• paid holidays
• vacation time
• sick and personal time
• medical, dental and vision insurance
• 401k matching
• discounts on travel, entertainment, and more through our partnership with PerkSpot
• MJ employees also receive discounts on MJ products throughout the year, as well as access to discounts on other LVMH brands.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees