Sr Customer Experience Program Manager

JOB SUMMARY

The Senior Customer Experience Program Manager will oversee the end-to-end cross-functional customer experience and change management as we implement new processes throughout the organization. This role will manage and track initiatives at the program level with support from a small team to align the various components of the process including timelines, milestones, store set guides, etc. This person should be a strategic and collaborative team player who has strong organizational skills, is detail oriented and possesses the ability to work in a fast-paced, cross-functional environment.

 

ESSENTIAL FUNCTIONS

• Develop and lead the program management function for the Store Experience team, supporting broader enterprise-wide customer experience processes, including managing calendars, timelines, milestone meetings, and other key activities.
• Direct and maintain high-level project plans, holding team members accountable for deliverables and roadmaps.
• Manage multiple projects from inception to completion with a customer-centric approach, setting goals and tracking metrics to measure success.
• Collaborate cross-functionally with teams across the organization (including merchandising, marketing, eCommerce, and stores) to facilitate timeline planning.
• Support company-wide priorities that drive business growth and enhance company reputation.
• Manage a team responsible for overseeing timelines, store set guides, and renderings.

 

QUALIFICATIONS

• Bachelor’s degree in business administration, or a related field preferred. Equivalent experience will be considered.
• 8+ years relevant project management experience in a retail environment
• Ability to thrive in a challenging, demanding, and rapidly changing environment with a “can-do” spirit and flexibility
• Experience with proven success working in a PMO, retail role
• Strong project management skills
• Excellent communication and Interpersonal skills
• Highly motivated self-starter with the ability to manage multiple concurrent projects and make independent decisions.
• Outstanding interpersonal and influencing skills with professional presence around senior executives
• Adaptability and flexibility to adjust to changing business environments.