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.