The Role:
The Director, Omni-Channel Experience directly oversees the Medical Experience team and the Customer Experience Support Team and is the EXPERT that leads improvement efforts by analyzing In-Store/Customer/Patient data and turns the insights into actionable solutions that help Retail Field Operators and Cross Functional Support Partners execute on an ever-evolving, best-in-class Retail Experience. This is a fast-paced, leadership role focused equally on driving key initiatives and building the team's talent. They will need to think quickly while ensuring that strategy and execution translate into a greater and best in class Omni-Channel cannabis customer experience.
Responsibilities:
Leveraging Data to Continuously Improve the Business:
- Manage the execution and development of the Customer Experience Team and ensure that the customer experience extends into online reviews and social media outlets.
- Direct and conduct regular competitive reviews to identify industry best practices and recommend action items to ensure that the brands exposure is relevant to the market.
- Provide insightful Customer and Patient Reviews (QBR's) with Field and Support Partners that unlock underlying Customer and Patient issues and assist in providing guidance on Experiential Improvements needed across all RISE locations.
Enhance our Current Customer/Patient Business Offerings:
- Identify, evaluate, and work with 3rd party vendors, as needed to improve our data visibility that will help us remove gaps in our current Customer/Patient Offerings and improve our overall In-Store/Out-of-Store Experience.
- Improve the Medical Experience by leading the team that builds programs to support revenue growth through Medical Patient Consultations that convert to purchases at our RISE store locations.
- Partner with support teams on recommending enhancements to the company's chat and phone asset programs that will require development of enriched content, improved chat processes, and improved phone and Customer Interaction (AI focused) across all retail locations.
Improve our overall RISE Customer/Patient Experience:
- Contribute to the strategy of the Omni-Channel team that supports new initiatives and objectives that impact and improve the overall Customer/Patient Experience in our RISE locations.
- Manage and execute the strategic utilization of Customer and Patient support chat initiatives that go above and beyond just customer resolutions, but instead focus on streamlined and quick (digital) resolution Experiences.
- Manage the execution of the company's approved Omni-Channel strategic plan and assist with the plan's ongoing management of programs and provide the company with comprehensive business updates.
- Manage, guide and develop a team that consists of: Medical Experience Leaders, Pharmacists and Customer Support Group (In-house Customer Resolution Team).
Qualifications:
- Minimum of 7+ years of experience managing Omni-Channel, Retail of Experiential functions in a retail/fulfillment environment.
- BA/BS in Business, Operations, Health Care preferred.
- Strong understanding of the digital/physical competitive landscape within the Cannabis Industry and how to translate that into solutions that provide the best Customer/Patient offering.
- Knowledge and Expertise of Microsoft, Google, Office Suite capabilities.
- Demonstrated ability to improve the customer experience in-store and online.
- Experience developing and executing integrated, cross-departmental programs.
- Proficient in LEAN standards and process improvement objectives.
- Ability to analyze data to manage ROI for positive results.
- Ability to manage vendor relationships.
- Exceptional communication, analytical and project/program management skills.
- Ability to travel up to 50% of the time.
Additional Requirements:
- Must pass any and all required background checks.
- Must be and remain compliant with all legal or company regulations for working in the industry.
- Must possess valid driver's license.
- Must be a minimum of 21 years of age.
- Must be approved by state badging agency to work in cannabis industry.
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