Director of Customer Experience at Lovesac (Dallas, TX)

| Dallas-Fort Worth, TX
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Job Details

Job Location
Dallas - Dallas, TX

Remote Type
Fully Remote

Our Purpose:

At Lovesac, we are committed to bringing Total Comfort to millions of homes. That means having furniture that can evolve along with them as life unfolds.

From Sactionals, The Worlds Most Adaptable Couch, to Sacs, The Worlds Most Comfortable Seat, Lovesac products provide peace of mind where others cannot. Our products can adapt to fit almost any space and style and look like new forever. This enables a new way of living, where people can continue to invest in, add to, and evolve their furniture instead of adding it to the landfill, which is good for families and our environment.

What We Believe:

Love. It is the name we live up to. It is purposefully and meaningfully woven into every aspect of our business. We champion building meaningful relationships as we foster a culture that embraces and celebrates the experiences, beliefs, backgrounds, expertise, talent, and individuality of everyone. We seek to promote love and happiness with all that we do. #LoveMatters

We are committed to working and succeeding by incorporating our Guiding Principles into every aspect of our business:

We can all win together
Doing less and doing better
We are borrowing this earth from our children
Home is where life happens
Love matters

The Role:

Currently, we are seeking to hire a Director of Customer Experience. As a Director of Customer Experience, you are responsible for managing the strategic design of implementation and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience, including in-person sales, web sales, and on-call sales.

This person will direct activities to research best practices, establish metrics, and collect and analyze customer data and feedback from an IT perspective. Additionally, this person will oversee the development of a continuous stream of data to analyze, measure, and evaluate improvements to the system integration and streamline processes.

This person will, along with cross-functional partners and IT leaders, improve a roadmap of customer experience vision and define goals to stakeholders that drive a consistent end-to-end customer experience across the organization.

This position is fully remote and will require flexibility to work both offsite as well as from our Stamford, CT office when needed.

Summary of Key Job Responsibilities
  • Guide team to provide support to the Ecommerce, Customer Service and Retail Operations team on daily tasks as well as longer term projects.
  • Advise and collaborate with Senior Leadership on strategic direction from an IT perspective for elevated customer experience.
  • Lead NetSuite integration with other key sales functions, partnerships, and applications (Ecommerce, POS).
  • Lead design thinking sessions with the delivery team and relevant stakeholders to clarify problem statements and objectives, identify potential solutions and paths for investigation / experimentation / execution.
  • Collaborate with architect owner and delivery coach to ensure that all team members are aware of the team's approach, progress, upcoming activities, and potential blockers.
  • Monitor and track cross-functional teams' requests and incidents, identifying trends and root causes, while representing product management viewpoint.
  • Maintain auditing compliancy with SOX controls as it relates to NetSuite & overall Lovesac processes and applications.
  • Use Jira tickets to organize work and provide transparency as a tool for minimal effort status.
  • Facilitate demos to Senior stakeholders as needed to serve as an "information radiator".
  • Engage with 3rd parties providing integration and other services.
  • Act as a liaison between the organization and third-party consultants.
  • Responsible to meet or exceed all goals and key performance indicators (KPIs).
  • Maintain a calm demeanor and manage issues professionally and respectfully in accordance with our company standards.
  • Act with integrity and trust, modeling behavior that respects our employees, peers, and customers in accordance with the core values of our company.
  • Perform any other duties as requested by management.

Requirements & Qualifications
  • Bachelors Degree in Computer Science preferred
  • Must have a minimum of 4-5 years experience with ERP and B2C Management; 5-8 years Managerial experience
  • Experience working for a publicly traded corporation with a SOX control environment is required
  • Knowledge and experience with Ecommerce (Magento)
  • Experience with several types of business channels (Direct to Consumer, B2B, 3rd party partners, along with Point of Sale
  • Project Management skills
  • Orientation to detail, flexibility, and ability to think creatively
  • Demonstrated desire to continuously improve processes and outputs
  • Must be results driven and utilize knowledge to meet or exceed KPIs and goals.
  • Must have proven time management skills and quickly adapts to a changing business environment.
  • Able to prioritize responsibilities with the appropriate level of urgency, able to listen and can use this information to solve problems, anticipate issues and make correct decisions based on a variety of situations.
  • Must take accountability and responsibility for your actions.
  • Must have the ability to manage multiple projects simultaneously while meeting deadlines consistently.
  • Must have superior communication skills; verbal, written and interpersonal skills; able to listen effectively to solve problems, anticipate issues and make effective decisions.
  • Demonstrates strong analytical, mathematical, and problem-solving skills.
  • Maintains the highest level of customer service, creating solutions and experiences that drive business results and engagement with the brand.
  • Must work collaboratively with fellow employees, treating all clients, both internal and external with dignity and respect at all times.
  • Proficiency required in Microsoft Office: Word, Excel & PowerPoint.
  • Must comply with the standards, policies and procedures outlined in the Lovesac Employee Handbook.
  • Must be capable of using and operating all equipment as required, including but not limited to iPad, laptop, etc. Be able to move objects (including medium to large furniture items up to 75 pounds) from a lower to a higher position or horizontally from position-to-position or be able to assemble furniture while working on the selling floor or in our warehouse.
  • Must be able to travel, as required by the Company in its sole discretion, for occasional meetings and conferences using various forms of transportation.
  • Consistent ability to work both remotely and report into Corporate Headquarters or designated retail touchpoint, as required and in accordance with Lovesac policies, CDC and State Guidelines.
  • Must possess a strong work ethic and exemplify The Lovesac Values:

Lovesac Core Values
Audacious Dreamers
Willing to sweep the floors
Aspirational Values
Customer Centricity
Only A Players
Executional Excellence
Table-Stakes Values
Insatiable Learning

Our touchpoints, including our website, are open seven days a week and require morning, evening, weekend, and holiday availability.
Lovesac is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information, or any other characteristic protected by applicable law.

Disclaimer: The above statements describe the general nature and level of work being performed by individuals employed in this position. This job description is not intended to be an exhaustive list of all duties and responsibilities required in this position. The job may change as the business changes or customer need changes or may vary somewhat from location to location. Management retains the right, authority, and discretion to add or change the duties of the position at any time. Associates must learn and observe applicable company policies and safe practices, as well as perform all duties assigned by supervisors. This job description does not constitute an employment contract.

To the extent an employee requires a reasonable accommodation in order to perform the duties of this job, please direct such requests to The Lovesac People Department.
More Information on Lovesac
Lovesac operates in the Retail industry. The company is located in Stamford, CT. Lovesac was founded in 1998. It has 596 total employees. It offers perks and benefits such as Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance, Remote Work Program and Paid Holidays. To see all 6 open jobs at Lovesac, click here.
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