Experienced Client Experience (CX) Lead – Omnichannel Retail Strategy and Operations

At arenaflex, we're revolutionizing the way people shop for their homes, and we're looking for a talented Client Experience (CX) Lead to join our Actual Retail team. As a CX Lead, you'll play a critical role in shaping the retail client experience vision and strategy across all arenaflex brands, including Wayfair, AllModern, Birch Path, Joss and Main, and Perigold. This is an exciting opportunity to drive business results, lead cross-functional teams, and make a lasting impact on our omnichannel retail strategy.

About arenaflex

arenaflex is one of the world's largest online destinations for the home. We're a community of innovators, thinkers, and doers who are passionate about creating a better shopping experience for our customers. With a commitment to industry-leading technology and creative problem-solving, we're confident that arenaflex will be home to the most rewarding career of your life. If you're looking for fast growth, continuous learning, and exciting challenges, you'll find that arenaflex offers unparalleled career opportunities.

Job Summary

We're seeking an experienced Client Experience (CX) Lead to lead our retail client experience strategy and operations across all arenaflex brands. As a CX Lead, you'll be responsible for driving, creating, and executing client experience processes to drive customer loyalty, retention, and long-term business results. Your team will be the "voice of the customer" and will convey this by driving customer-driven methodologies, testing, and investigations, and infusing the voice of the customer into decision-making across the organization.

Key Responsibilities

* Create the retail client experience vision and strategy in collaboration with retail and brand leadership (across all brands)

• Foster client experience metrics and OKRs to measure progress against client experience in our stores
• Foster CX feedback loops to report on these metrics objectively, estimating the impact of experiences in the store and ensuring that technology is set up to support CX feedback loops at scale
• Regularly identify and prioritize areas of opportunity to improve the client experience in our stores
• Secure buy-in from cross-functional teams on a case-by-case basis to deliver OKRs
• Drive customer-first thinking across all areas of the organization (e.g., marketing, merchandising, visual, signage, etc.)
• Lead, manage, and develop a small team
• Collaborate with cross-functional teams to drive business results and deliver against OKRs

Requirements and Qualifications

* 5+ years of experience in retail client experience

• History of delivering results across cross-functional teams
• Ability to build methodologies that drive business results and deliver against those systems to drive quantifiable value
• Demonstrated experience managing multiple teams and developing junior colleagues
• Excellent communication skills; works with technology solutions with senior business and design leaders in complex or uncertain circumstances
• Strong business acumen, analytical skills, and critical thinking skills
• Experience defining a clear strategy with a powerful guide and delivering against it with quantifiable outcomes
• Proven success influencing senior-level partners on key course based on proposals supported by data-driven insights

What We Offer

* Competitive salary range: $35-$45/hour

• Opportunity to work with a leading online destination for the home
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Flexible work arrangements, including remote work options

How to Apply

If you're a motivated and results-driven professional with a passion for retail client experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply Now! Apply for this job