Manager Retail Digital&consumer Experience

PURPOSE AND OVERALL RELEVANCE FOR THE ORGANIZATION

Leading, controlling and directing our various Retail Digital & Consumer Experiences in our Concept, Franchise and Factory Outlet Stores. This functional role will be the voice of our consumers and will support the function in driving membership, loyalty and service across our business by leveraging consumer insights to identify, develop and implement our digital, consumer experiences and sales floor operations in close collaboration with our internal and external business partners.

KEY RESPONSIBILITIES

• Support in the development, implementation and management of initiatives and strategies for the European retail business in relation to our Retail Consumer Journey and the in-store experience. These include, but are not limited to: in-store consumer services, Net Promoter Score (NPS), adiClub support, checkout, in-store digital experiences, and ongoing future projects.
• Drive the implementation of the retail strategy and build a sustainable retail Digital & Consumer Experience Frameworks in line with the ambitions of Europe Retail
• Own communication and implementation plans related to consumer experience initiatives) and ensure implementation in coordination with senior executives
• Supporting/influencing/creating actionable deliverables, including: Implementation Plans & Workback Timelines, Impact Assessments, Business Readiness Plans, and Benefit Realization/Acceptance Measurements/Success KPIs.
• Drive harmonization and standardization of processes and tools within of the European retail business in coordination with the global and market-related functions
• Drive an appropriate change management strategy by developing the Master plan for change and initiation of change management in the Organisation
• Promote communication with senior management teams to ensure transparency and foster a culture of collaboration and feedback
• Provision of training and supporting material to improve the processes within the teams and functions impacted by the solution
• Facilitate change management for key initiatives to ensure successful implementation and ongoing operations
• Documentation of information and knowledge on assigned key initiatives in order to effectively share best practices, programs, and ensure experience are available throughout the market
• Regular monitoring, tracking and reporting on key Europe Retail Operations initiatives to assess success, improvements and monitor progress towards the achievement of strategic objectives
• Understanding, consolidating and representing the business interests of the market as 'Ambassador' to the global teams
• Cross-functional collaboration with Global DTC & Franchise, Business Solutions, Global Retail, Marketing, Merchandising, SCM, IT, Finance and Operations to support implementation.

KEY RELATIONSHIPS:

• Europe Retail Back Office Leads and related functions
• Europe Retail Cluster Leads, District Managers and Store Managers
• Ecom Team
• Business partners in key areas
• Global teams in key areas

KNOWLEDGE, SKILLS & ABILITIES:

• Proven track record of successfully implementing and managing projects and initiatives in large organizations across geographies and culturally diverse groups
• Strong analytical skills for strategy development and business planning
• Good planning, communication and presentation skills, with the ability to work and deliver in changing environments
• High experience to work simultaneously on several projects
• High degree of commercial and/or business acumen (e.g. Retail, Omni-Channel, Sales, Digital, Finance)
• Strong decision-making ability and determination with high initiative and pragmatism
• Ability to work effectively within a team environment and under pressure
• Strong experience to work on several projects simultaneously
• Ability to coach, guide and manage a team
• Fluent in written and spoken English. Skills and abilities in other European languages are an added plus
• Advanced user of MS Office

REQUISITE EDUCATION & EXPERIENCE / MINIMUM QUALIFICATIONS

• University degree with focus on sales, business, economics or digital
• Minimum 6 years of experience in Retail Operations
• Minimum 2 years of experience in managing a team