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JOB REQUIREMENTS:

10+ Years of Project Management experience

5+ years project management experience in omnichannel / online / retail projects

DESCRIPTION

The Omnichannel Manager is responsible for enhancements of the Omnichannel customer journey in North America (NA). This individual is responsible for improving the Omnichannel experience, as well as work on implementing capabilities for brands and markets.

The Omnichannel Manager reports to the NA Omnichannel Director and has the following responsibilities:

• NA primary contact responsible for defining and optimizing specific aspects of the Omnichannel customer experience (Offline/online alignment, CRM, etc.)
• NA primary contact for one or several types of Omnichannel initiatives (Loyalty programs, in-store and digital services, BOPIS and High Touch Services.)
• Lead implementation of Omnichannel projects, from business kick off to go live, by tailoring Global tools to NA brands & markets' needs.

KEY RESPONSIBILITIES:

• Point of contact and implementation expert for key initiatives to our partner teams (Brands, IT, Online, Legal, CRM, affiliates, etc.)
• Know how to manage all steps of the implementation and be able to manage these types of projects in autonomy
• Anticipate risks, blockers and next steps with limited supervision
• Prepare and lead follow-up calls / steering committees to give visibility on projects progress, plannings, risks, issues and decisions to be taken
• Create reference documents that describe the implementation phases and that can be reused for all future projects
• Identify pain points and work with partners teams on long term solutions
• Know the key business drivers, KPIs reports available and benchmarks of live initiatives
• Be able to communicate on results, learnings and best practices
• Assist Omnichannel project managers in onboarding on these initiatives

Lead Omnichannel projects:

• Prepare and lead the business kick off of these projects
• Organize all business-related workshops and meetings with the objective to gather all documents needed to start the production (business requirements, customer journey documents, business case, etc.)
• Be the business key contact of all project stakeholders (brands and markets, IT, online, CRM, legal, etc.) and make sure to share with them the planning, risks and project updates on a regular basis
• Be involved in all project steps and lead the business-related topics (business requirements gathering, creation of marketing strategy, alignment on training strategy, creation of emails, developments QA, Go/No-go decision, launch preparation, post-launch QA) making sure that the right partner teams are involved
• Share visibility to own manager on project progress, blockers and needs to make projects move forward

NA primary contact responsible for defining and optimizing specific aspects of the Omnichannel customer experience:

• Together with the Omnichannel Director and the Omnichannel Managers understand the challenges and key success factors related to the Omnichannel customer experience
• Define workstreams and involve all relevant stakeholders to orchestrate the work to be done
• Lead follow-up calls to give visibility on projects progress, plannings, risks, issues and decisions to be taken
• Synthesize data and the outcome of work done and translate it into meaningful recommendations to inform brands decisions
• Deep dive into brands and markets results, identify opportunities and engage with key contacts to implement best practices and significantly improve long term results
• Continually develop new innovative ideas and identify opportunities to improve the omnichannel customer journey
• Benchmark the competition

Continuous enhancement of existing capabilities :

• Analyze the Omnichannel performance and identify low and best performers
• Identify best practices within our brands and markets, but also outside of the company
• Create guidelines and playbooks to cascade all of our recommendations and tips to the brands/markets
• Guide low performers with actionable plans in place to improve the performance
• Work on enhancements projects in partnership with technical and business teams

In addition to these main responsibilities, the Omnichannel Project Manager will also have secondary responsibilities: