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Customer Experience Strategy Manager

Company: UNIQLO
Location: New York
Posted on: June 25, 2022

Job Description:

Position Overview:UNIQLO USA is looking for a talented and energetic manager to join our Voice of Customer (Customer Insights) team. This individual will be responsible for analyzing customer feedback and provide concrete solutions to optimize all aspects of Uniqlo's services and product to provide the best experience for our customer. The optimal candidate will demonstrate a thorough understanding how to analyze customer voice, key metrics, and break apart complex problems & processes and empower teams to work collaboratively to devise and execute solutions with speed. The optimal candidate can work smart - melding both speed and quality to manage tasks efficiently in a high-volume environment. This position will report to Director of Data Analytics & Customer Voice, while working cross functionally with other business teams to solve problems and uncover new customer experiences and business opportunities. Responsibilities:

  • Identify, break down large/complex issues, and work closely alongside business stakeholders (such as store operations, e-commerce, customer service, IT, marketing) to troubleshoot painpoints in the customer experience with speed & empathy
  • Uncover new business opportunities within the data and working with the team to develop action plans to activate, implement initiatives and impact KPIs
  • Research & implement appropriate new technologies, solutions and services both online and in-store which will elevate the Uniqlo shopping experience
  • Contribute to the continual improvement of Uniqlo's data collection via your observations and knowledge gained from your involvement and KPIs
  • Own daily, weekly & monthly reporting to improve data collection from customer inquiries, staff suggestions, etc.
  • Prioritize key company-wide initiatives based on impact, and work cross functionally to execute, launch and assess impact
  • Other duties as assignedRequirements:
    • BA degree in Economics, Mathematics, Statistics, Business, Computer Science or similar
    • 6-8 years experience working with relevant, recent experience working in data analytics, corporate strategy, strategy consulting, technology consulting, research, consumer insights, project management or growth function
    • Strong computer skills including advanced Excel experience required. Experience working with Powerpoint, Google Sheets/Slides strongly recommended
    • Strong track record of leading complex projects with multiple stakeholders to completion with measured results
    • Flexibility and agility to adapt to changing and evolving business requirements and objectives.
    • Results-driven with exceptional detail and knowledge around metrics
    • Ability to synthesize problems into concrete business recommendations and bring them into action
    • Willingness to roll-up sleeves and dig into details to reach quick resolution to issues
    • Empathy and passion to deliver the best customer experience
    • E-commerce or retail experience (B2C) strongly recommended
    • Experience with customer surveys, Google Forms, Survey Monkey, user testing, focus groups a plus
    • Experience with Salesforce & project, management tools like JIRA a plus
    • Effective time management, organizational and leadership skills

Keywords: UNIQLO, New York , Customer Experience Strategy Manager, Executive , New York, New York

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