Manager, Customer Experience (On-Site)

Role Specific Information

Job Description

This role is based at our Corporate Office in Menomonee Falls, WI. You’ll work onsite from Monday through Thursday, with the option to work remotely on Fridays.

About the Role

This role is responsible for defining and advancing the omni-channel customer experience strategy through strategic analytics, insight generation, and cross functional leadership. The manager partners closely with strategy, analytics, marketing, digital and store experience, merchandising, supply chain, and operations to help ensure customer interactions are consistent, relevant and aligned to brand values and customer needs. This role focuses on translating the enterprise customer experience vision into actionable strategies and frameworks that drive engagement, and long-term loyalty across channels. 

What You’ll Do

• Lead strategic analysis to define customer segmentation and segment-level goals, using customer insights, business performance, and enterprise priorities 

• Support the development of an omni-channel customer experience strategy, inclusive of objectives, guiding principles, and priorities, to create clarity around what all customers should experience from Kohl’s

• Own the strategic mapping of key moments across the end-to-end omni-channel customer lifecycle, identifying opportunities to improve consistency, relevance, and differentiation across touchpoints

• Ensure consistent prioritization of customer experience initiatives based on customer and business impact

• Partner cross functionality to define measure of success, and apply targeting priorities, messaging frameworks and audience insights to ensure experiences are relevant, consistent, and connected

• Aggregate actionable customer insights to be leveraged across merchandising, marketing and channel teams in partnership with consumer insights, analytics, social, VOC, and customer service

• Manage a cross-channel learning agenda, CX scorecard, and measurement plan, facilitating cross-functional reviews, hindsighting and strategic planning.

• Build trusted relationships across digital, stores, contact center, supply chain and marketing

• Additional tasks may be assigned

What Skills You Have

Required

• Bachelor's degree and 5+ years relevant experience

• Brings an analytical mindset and is able to quickly translate customer, channel, and performance data to inform strategy

• Detail-oriented, strategic thinker with strong analytical skills

• Adept at collaborating across functions and levels to deliver strategic support and uncover growth opportunities

• Proven ability to influence change and drive strategy

• Strong communication and storytelling skills, both written and verbal.

• Proven ability to work creatively and analytically in problem-solving environment

• Ideally consulting experience, or experience in influencing executive leadership

• Ideally experience leading CX initiatives that deliver measurable results

Essential Functions

The requirements listed below are representative of functions you will be required to perform, however you may be required to perform additional functions. Kohl’s may revise this job description from time to time. To perform this job successfully, you must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.

• Ability to perform the accountabilities listed in the “What You’ll Do” Section

• Ability to maintain prompt and regular attendance as set by the company 

• Ability to work at least 8 hours per day, occasionally longer when necessary to meet business needs, 5 days per week

• Ability to comply with dress code requirements

• Ability to learn and comply with all company policies, procedures, standards and guidelines

• Ability to give direction and receive, understand and proactively respond to direction from leadership and other company personnel

• Ability to work as part of a team and interact effectively and appropriately with others

• Ability to maintain composure and work in a fast paced environment while accomplishing multiple tasks within established timeframes

• Ability to satisfactorily complete company training programs

• Perform work in accordance with the Physical/Cognitive Requirements section

Physical/Cognitive Requirements 

• Ability to use a personal computer for tasks such as communicating, preparing reports, etc.

• Ability to plan, prioritize and monitor activities across business units

• Ability to complete or oversee the completion of assigned projects in a timely manner

• Ability to comply with health and safety standards