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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