Director of Retail Customer Experience

As a family company, we serve people and communities. When you work at Meijer, you're provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family - take care of your career and your community!

Meijer Rewards

• Weekly pay

• Scheduling flexibility

• Paid parental leave

• Paid education assistance

• Team member discount

• Development programs for advancement and career growth

Please review the job profile below and apply today!

What You'll be Doing:

• Identifies and analyzes problems to determine root causes and solutions.
• Partners cross-functionally with all divisions in a way that provides timely feedback and escalates problems or issues that could prevent execution or plans.
• Design, direct, and implement programs and strategies that monitor and analyze the customer experience across all channels.
• Provide strategic direction from customer insights to determine customer experience opportunities, trends, and recommendations.
• Reviews and directs modifications to existing programs and strategies to ensure relevance.
• Develops accountability tools and action plans to drive measurable customer service and pickup results.
• Develops key indicators and lead continuous improvement; formulating, recommending, and implementing policies as needed.
• Design, directs and implements future front end (check-lanes and customer service desk) and Meijer pickup initiatives and strategies to ensure we lead the market in creating a positive customer experience.
• Develops customer access channels and ensures all access channels provide adequate support of organizations core values and provides strategic direction for activities with all operational areas as required.
• Directs operations teams to ensure an accurate and rapid turnaround on all customer-related activities.
• Support stores on providing actionable insights to improve customer and team member experience within pickup and front end operations.
• Responds to customer concerns to ensure the highest level of satisfaction.
• Reviews performance against operating plans and standards.
• This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required.

What You Bring With You (Qualifications):

• Bachelor degree or equivalent experience required
• 10+ years of experience in leadership role related to customer service.
• Demonstrated knowledge of LEAN and Six Sigma.
• Highly developed organizational skills and demonstrated ability to manage multiple priorities concurrently while simultaneously demonstrating attention to detail.
• Strong interpersonal skills and ability to facilitate cross-functional teams.
• Demonstrated ability to lead through influence and resolve conflict.
• Demonstrated knowledge of change management.
• Demonstrated ability to communicate effectively both verbal and written to all organizational levels.
• Demonstrated success in solving complex issues across functions using fact based data and analytics.
• Strong math skills, ability to analyze metrics, statistics, data and identify trends.
• Strengths in team building, motivation, and leadership required.
• Proficient in Microsoft Office Suite.
• Workforce management, call recording, and CRM knowledge.
• Strong organizational agility and flexibility.