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Digital Customer Experience Manager

Company: Lovesac Company
Location: Stamford
Posted on: February 22, 2021

Job Description:

At Lovesac we believe you should be free to live the life you love and that--we should all live in Total Comfort. From Sactionals - The World's Most Adaptable Couch---, to Sacs - The World's Most Comfortable Seat---, Lovesac products are durable, changeable, and truly designed for life. Our founder's philosophy, Designed for Life---, demands that our products are both built to last a lifetime and designed to evolve with our ever-changing lives. It's an uncompromising approach to achieving true sustainability. This position will be a remote position. At Lovesac we are committed to living and succeeding by incorporating our Guiding Principles: We can all win together Doing less and doing better We're borrowing this earth from our children The couch is the kitchen table --Love Matters Currently, we are seeking to hire a Digital Customer Experience Manager who will be responsible for creating and implementing strategies designed to deliver outstanding digital customer experiences on Lovesac.com. As the Digital Customer Experience Manager, you will also be responsible for the continual analysis and improvement of user journeys, omnichannel experiences, on-site personalization and data-driven optimizations on our website and share findings to be used across all digital platforms. In addition, you will need to be able to seamlessly combine user-centered qualitative research and deep quantitative analysis will set you up for success in this role. As the Digital Customer Experience Manager, you should be passionate about digital customer journeys, aware of the latest trends and act as an advocate of the customer. Summary of Key Job Responsibilities:

  • Meet or exceed all goals and key performance indicators (KPIs).
  • Able to blends web analytics, customer insights and UX best practices to develop strategies which deliver outstanding digital and in-app customer experiences throughout the conversion funnel.
  • Develop customer journey maps to articulate pain points and improvement paths.
  • Collaborate with the Creative team to deliver prototypes and designs that reflect the vision.
  • Utilize A/B and multi-variant testing to continuously test and track the digital experience ensuring all touch points are optimized for the visitor.
  • Contribute to digital product roadmap development and participates in ongoing project management to ensure 3 rd party solutions and integrations are optimized.
  • Provide regular reporting on key metrics and trends to keep the full team informed and aligned. --
  • Utilize ForeSee and Google Analytics to report, monitor and evaluate CSAT and provide informed recommendations. Directly responsible for meeting CSAT goals.
  • Maintain a calm demeanor and manage issues professionally and according to our company standards.
  • Act with integrity and trust at all times, 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. Qualifications
    • Bachelor of Science degree required.
    • MBA a plus. 4+ years proven working experience in ecommerce, digital product or a related field.
    • Strong digital analytics and metric skills required. Experience with Magento2 is a plus but not required.
    • Proficiency required in Microsoft Office: Word, Excel & PowerPoint as well as proficiency in Google Analytics is highly preferred.
    • Experience setting up and analyzing A/B and multi-variant tests utilizing tools such as Optimizely, Hot Jar, VWO, etc.
    • Experience in building customer journey maps.
    • Proficiency in Photoshop, Illustrator, sketch or other visual design and wire-framing tools.
    • Ability to be innovative, with a track record of challenging the status quo.
    • Ability to be resourceful and proactive, with strong, creative problem-solving skills.
    • Demonstrable skills showing expertise in UX and UI, digital content management and site optimization techniques, preferably at both a strategic and operational level.
    • Excellent organizational skills: able to create plans, manage multiple projects, working-- to deadlines and changing priorities.
    • 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 superior communication skills; verbal, written and interpersonal skills; able to listen effectively to solve problems, anticipate issues and make effective decisions.
    • Demonstrates strong analytical 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.
    • policies and procedures outlined in the Lovesac Employee Handbook.
    • Consistent ability to work both remotely and report into Corporate Headquarters or designated showroom , as required and in accordance with Lovesac policies, CDC and State Guidelines.
    • Outstanding communication skills are essential as are cross functional collaboration.
    • Must comply with the standards, policies and procedures outlined in the Lovesac Employee Handbook.
    • Consistent ability to work both remotely and report into Corporate Headquarters or designated showroom , as required and in accordance with Lovesac policies, CDC and State Guidelines.
    • 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.--
    • Must possess a strong work ethic and exemplify The Lovesac Values: Lovesac Core Values - Willing to sweep the floors Grit Aspirational Values - Customer Centricity Only "A" Players Executional Excellence Table-Stakes Values - Positivity Passion Empathy Transparency Our stores 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.
      • Requirements & Qualifications Bachelor of Science degree required.
      • MBA a plus. 4+ years proven working experience in ecommerce, digital product or a related field.
      • Strong digital analytics and metric skills required. Experience with Magento2 is a plus but not required.
      • Proficiency required in Microsoft Office: Word, Excel & PowerPoint as well as proficiency in Google Analytics is highly preferred.
      • Experience setting up and analyzing A/B and multi-variant tests utilizing tools such as Optimizely, Hot Jar, VWO, etc.
      • Experience in building customer journey maps.
      • Proficiency in Photoshop, Illustrator, sketch or other visual design and wire-framing tools.
      • Ability to be innovative, with a track record of challenging the status quo.
      • Ability to be resourceful and proactive, with strong, creative problem-solving skills.
      • Demonstrable skills showing expertise in UX and UI, digital content management and site optimization techniques, preferably at both a strategic and operational level.
      • Excellent organizational skills: able to create plans, manage multiple projects, working
      • 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 superior communication skills; verbal, written and interpersonal skills; able to listen effectively to solve problems, anticipate issues and make effective decisions.
      • Demonstrates strong analytical 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.
      • policies and procedures outlined in the Lovesac Employee Handbook.
      • Consistent ability to work both remotely and report into Corporate Headquarters or designated showroom , as required and in accordance with Lovesac policies, CDC and State Guidelines.
      • Outstanding communication skills are essential as are cross functional collaboration.
      • Must comply with the standards, policies and procedures outlined in the Lovesac Employee Handbook.
      • Consistent ability to work both remotely and report into Corporate Headquarters or designated showroom , as required and in accordance with Lovesac policies, CDC and State Guidelines.
      • 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.
      • Must possess a strong work ethic and exemplify The Lovesac Values: Lovesac Core Values - Willing to sweep the floors Grit Aspirational Values - Customer Centricity Only "A" Players Executional Excellence Table-Stakes Values - Positivity Passion Empathy Transparency Our stores 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.

Keywords: Lovesac Company, Stamford , Digital Customer Experience Manager, Executive , Stamford, Connecticut

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