上海招聘

GENERAL SUMMARY
The Project Manager, Service and Events is responsible for researching and supporting the design and creation of a store experience that is both welcoming to the customer and aligned with Old Navy. In short, the project manager ensures we have the best engagement programs, policies and practices in place for customers and employees that make our stores the preferred place to shop and work.

This role will support the development of customer engagement programs, ensure execution of events and advise various partners on initiatives and strategies that are customers facing both within and outside the Operations area. Specifically, he or she will partner with departments throughout the organization to:
- Support and measure initiatives that drive growth, profitability, productivity, customer satisfaction and loyalty.
- Interpret and measure initiatives within the store environment.
- Collect and analyze data, to identify future opportunities.

ESSENTIAL DUTIES & RESPONSIBILITIES
Service
? Develops measures and assesses customer engagement, service and selling programs. (I.e. Customer Experience Survey, Customer Information Capture, Mobile App subscription, VIP programs, etc.).
? Responsible for the Store Operating Processes around service including the Sellebrity program, Leader on Duty, Sales floor, Cashwrap and Fitting Room processes.
? Focused on operating productivity standards to meet metric goals for increased sales comp, conversion, UPT, AT and flexes strategies when needed.
? Creates and interprets reports and feedback to identify trends and uses this information to enhance customer service and engagement within the stores.
? Provides regular reporting and analysis on Customer Experience Survey, Customer Information Capture and other service or customer related programs.
? Works closely with Learning and Development to make sure our service training is up to date and relevant.
? Monitors and shares information on competition events and promotions weekly and seasonally to help inform leadership on the markets we operate.
? Responsible for product education monthly and seasonally by partnering with North America ops and merchandising to get latest information to stores in a timely manner.
? Manages and responds to the Old Navy Customer Service Mailbox daily.
? Other duties as assigned.


Recognition and Events
? Ensure flawless execution of contests and recognition programs, from creation to field execution. Creates motivating contests and recognition programs to drive results and develop an engaging Old Navy appropriate work environment.
? Works closely with Field Finance and HR to help manage the recognition budget plus other parts of OSE related to contests.
? Works closely with Marketing and Field Communications to ensure the best communication and roll out plans possible for each event for both customers and employees.
? Is liaison with Marketing for upcoming events and helps create communication that informs the field on event execution.
? Develop communication and tools for the field as needed related to contests, events and recognition.
? Ensure content on the Portal sites related to events, training and rewards and recognition are current and appropriate.
? Help manage field related events, vendors and budgets for things such as the Annual Leadership Conference, DM and GM meetings, as well as Operations meetings. Work with vendors on budget, timeline and production. Ensure timely payment of expenses.
? Manages the Community Action Program for the field.
? Other duties as assigned.

REQUIRED QUALIFICATIONS
1. Knowledge, skills & abilities
? Experience influencing cross-functional teams and forming professional alliances within a complex environment across a breadth of projects, including Finance, Marketing, external vendors, etc.
? High service level standard with internal and external customers.
? Knowledge and experience in the areas of customer engagement, customer relationship management, customer satisfaction and service.
? Strong verbal and written communications skills.
? Project planning experience, including scoping and executing of wide-reaching program rollouts.
? Demonstrated ability to understand and work with strategy execution, interpret data, understand business challenges and to propose solutions.
? Demonstrated ability to translate opportunities into solid implementation plans with measurable results.
? Flexibility to manage competing priorities and shift focus as determined by changing needs of the business.
? Strong business acumen, including a familiarity with financial concepts and analysis

2. Minimum educational level
? College degree preferred

3. Minimum experience
? 2-3 years retail operations experience, with varying scope and responsibility – including experience working in a retail environment.
? 2-3 years project management experience, with a proven track record self-managing and delivering high performance.

4. Physical Requirements
? Based in Shanghai
? Domestic and International travel may be required

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