Omni Experience Manager at Belk (Wilmington, NC)

| Wilmington, NC
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As an Omni Experience Manager, you will drive sales growth and profitability through the leadership of Buy Online Pickup in Store (BOPIS), Fulfillment, and overall Store Operations. This role supports the growth of the omni contribution to our total business in response to ever changing customer shopping patterns and requirement to reinvent the overall store experience. Position focus for this role is on Ship to Home and Buy Online Pickup In Store.
You will lead a team that cares for our customers by delivering an outstanding omni experience. You are empowered to do the right thing. We believe all goals can be achieved through our ability to grow outstanding teams.

Essential Functions:

Do the right thing:
  • Be an expert of operations, accuracy, process, and efficiency
  • Engage associates and customers with a welcoming and friendly attitude
  • Promote high store associate engagement through recognition, regularly communicating policies, and sharing of business-critical information
  • Establish clear goals and expectations for omni associates
  • Identify store and team needs and drive solutions to enhance store profitability
  • Open and close the store, including weekends
  • Maintain a safe working environment

Care for our customers:
  • Lead team to drive the omni customer experience in store
  • Lead and coach team to quickly and accurately pick, pack, and ship online customer orders
  • Achieve Fulfillment and BOPIS goals and deliver omni reporting analysis to identify opportunities for growth and improvement:
    • STH and BOPIS ship and fill rates
    • BOPIS curbside wait time
    • BOPIS CHARM score
    • STH units vs goal
  • Accountable to partner and train direct report team and store leadership team to execute successful processes, and process improvements for omni programs; BOPIS, BOPIS pick up, Fulfillment, and shipping processes.
  • Train team on processes that support and improve the efficiency of the picking process on the selling floor such as clearance execution and stockroom organization.
  • Achieve fulfillment goals by establishing clear priorities for BOPIS, Fulfillment, and operations associates based on key metrics i.e. fill rate, cycle time, NPS survey feedback.
  • Review daily work and break schedules to ensure workload and productivity goal alignment
  • Leverage Human Resource and Staffing Partners to build strong functional schedules. Maintain adaptability to shift resources based on queues greater or less than forecast to provide optimum coverage as dictated by the workload.
  • Technology proficiency in business-related computer equipment and software including order fulfillment technology.
  • Responsible for fulfillment device inventory and accurate usage

Grow outstanding teams:
  • Engage and inspire a diverse group of people to deliver best in class results
  • Develop and promote a diverse team
  • Conduct timely performance coaching and communicate development needs with associates
  • Comfortable holding people accountable for performance and adherence to policy
  • Recruit, interview, select, and retain quality associates to ensure all positions are filled in a timely manner
  • Lead team onboarding and learning
  • Communicate career paths and advancement opportunities with associates
  • Excellent verbal and written communications skills

Education / Experience Requirements:

Position Contribution Level:


Minimum Education & Experience:
  • Four-year college degree or equivalent combination of education and experience.

Preferred Education & Experience:
  • Retail experience

This role may be a fit if you have the following experience:
  • Minimum 3-5 years managing teams
  • Order fulfillment technology expertise
  • Effective time management skills; prioritizing and managing multiple projects through delegation to direct reports
  • Solution oriented; can identify and present opportunities for process improvement
  • Excellent written and verbal communication skills
  • Demonstrated ability to build partnerships across all levels and business functions
  • Experience with developing and fostering productivity in a team environment
  • Proficient computer skills
  • Strong analytical skills
  • Critical thinking and reasoning skills

Physical Requirements:
  • Ability to use computer keyboard, telephone, and other related business equipment.
  • Must be able to lift 40lbs.
  • Ability to push / pull receiving equipment weighing up to 500 lbs. such as rolling flats, z-racks and pallet jacks.
  • Ability to stand for long periods of time.
  • Ability to work at a safe and steady pace.

Reporting Relationships:

Supervisor: Store Manager

Supervises :

Omni experience and operations leads and associates

Accessibility Guidelines: is committed to making the on-line application experience easy and accessible to individuals with disabilities. We are constantly making improvements to comply with the spirit of the "Americans with Disabilities Act," and the Web Content Accessibility Guidelines. If any of the information on the website is not accessible to you due to a disability, please contact us via email at [email protected] Please provide the location of the inaccessible information and the format you wish to have the information presented and we will be happy to send it to you, either via your email address or a separate mailing address you provide. If you prefer, you may contact one of our friendly Shared Services representatives at 1-800-588-3700 and we will be happy to assist you with the application process.

We are an Equal Opportunity Employer:
We treat all our associates and candidates as equals. We require all associates and managers to do so too and comply with employment laws and regulations. All personnel actions are conducted in the spirit of equal employment. We are committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws
More Information on Belk
Belk operates in the Retail industry. The company is located in Charlotte, NC, Charlotte, NC, Dunn, NC, North Augusta, SC, Lady Lake, FL, Knoxville, TN and Little Rock, AR. Belk was founded in 1888. It has 11000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 32 open jobs at Belk, click here.
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