Manager, Omnichannel Operations and Customer Advocacy
Posted on: 18 Jan 2021
Grapevine, TX
Job Description
Job Description
Description:
SUMMARY
The Manager, Operations and Customer Advocacy is responsible for managing every customers GameStop.com order experience ensuring simplicity, speed and transparency. An operational leader with strategic process design skills who will execute the end to end coordination of online events, the customer order process, fulfillment life cycle and the post-purchase experience, you will ensure that the customers satisfaction is at an all-time high. This position will interact with the direct leader several times a week to receive guidance and feedback. Working independently, autonomy and decision making will be necessary.
JOB DUTIES AND RESPONSIBILITIES*
* Cross organizational collaboration to ensure delivery of business expectations and changing needs
* Consult and provide recommendations to management, based on current and emerging trends
* Mentor, lead and develop others to assume advanced roles
* Create a culture of proactive order life cycle management resulting in a frictionless post-purchase experience
* Drive customer satisfaction and best in class NPS
* Identify and implement leading online self-service solutions to reduced post-purchase customer contacts
* Define critical KPIs and develop Omni post purchase reporting to drive actionable business insights and results
* Develop an optimize online pricing and promotional strategy for GameStop.com
* Implement a competitive pricing strategy on GameStop products and services against direct competitors.
* Responsible for conducting market research and information analysis around competitor pricing and promotions.
* Partner and collaborate with internal and external partners to facilitate the launch of integrated marketing, execute digital pricing and promotion, and ensure that GameStops digital channels are aligned with corporate priorities
* Provide insights into promotion performance to Multi-Channel team and offer insights and recommendations for continued business growth
REQUIRED SKILLS AND EXPERIENCE
* Bachelors degree with a regionally accredited program or 5+ years relevant work experience
* 5+ years of related management experience
* 10+ years of related experience. 15+ years for educational equivalency
* 5+ years of retail project / program management is required
* Must possess demonstrable subject matter expertise in promotions, consumer advocacy / customer success and Omnichannel fulfillment.
PREFERRED SKILLS AND EXPERIENCE
Masters Degree is preferred
GameStop
Grapevine, TX
GameStop Corp. operates as a multichannel video game and consumer electronics retailer in the United States, Canada, Australia, and Europe. The company sells new and pre-owned video game hardware; video game software; pre-owned and value video games; video game accessories, including controllers, gaming headsets, virtual reality products, memory cards, and other add-ons for use with video game hardware and software; and digital products, such as downloadable content, network points cards, prepaid digital and prepaid subscription cards, and digitally downloadable software, as well as collectible products. It also sells collectibles comprising licensed merchandise primarily related to the video game, television, and movie industries, as well as pop culture themes; gaming-related print media, and mobile and consumer electronics; PC entertainment software in various genres comprising sports, action, strategy, adventure/role playing, and simulation; and strategy guides, magazines, and interactive game figures. In addition, the company operates e-commerce sites under the GameStop, EB Games, Micromania, and ThinkGeek brands; and collectibles stores under the Zing Pop Culture and ThinkGeek brand, as well as Game Informer, a video game magazine.
Further, it operates 43 Simply Mac branded stores, which sell Apple products, including desktop computers, laptops, tablets and smart phones, and related accessories and other consumer electronic products, as well as warranty and repair services. As of April 2, 2019, the company operated 5,800 stores across 14 countries. The company was formerly known as GSC Holdings Corp. GameStop Corp. was founded in 1994 and is headquartered in Grapevine, Texas.
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IndustrySales/Retail
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No. of Employees16, 000
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Website
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Jobs Posted21426
