Company Overview:
Party City is a global leader in the celebrations industry, delivering joy and inspiration to
customers across more than 70 countries. As North America's largest party goods retailer, Party
City is the go-to shopping destination for every type of celebration, offering an extensive and
innovative selection of products at exceptional value.
With a strong omnichannel presence, Party City continues to grow its eCommerce
business, PartyCity.com, while the company’s over 700 company-owned and franchise store
locations across North America remain an integral piece of their business to allow consumers to
experience their products first-hand. The company also operates Amscan, a premier designer,
manufacturer, and distributor of celebration products including décor, tableware, costumes, and
accessories.
Headquartered in Woodcliff Lake, N.J., with additional locations in the Americas and Asia, Party
City is committed to helping customers create unforgettable moments for every occasion.
Job Overview:
The Director of Store Experience is responsible for developing and executing strategies that enhance the customer and team member experience in all retail locations. This role involves collaborating with various departments to ensure that store environments are inviting, team members are well-trained, and customers have a seamless and enjoyable shopping experience. The Director of Store Experience will focus on driving customer satisfaction, loyalty, and sales growth. In addition, the Director of Store Experience is responsible for leading customer satisfaction and resolving issues through a call center team. This role uses customer insights to address root causes of issues and make systemic improvements based on that feedback.
Responsibilities and Duties:
- Customer Experience Strategy: Develop and implement a comprehensive customer experience strategy that aligns with the company's brand values and business objectives.
- Store Design and Layout: Collaborate with the store design team to create layouts and environments that are aesthetically pleasing, functional, and conducive to a positive shopping experience.
- Employee Training and Development: Work with the HR and training departments to develop training programs that ensure store staff are knowledgeable, customer-focused, and capable of delivering exceptional service. Monitor effectiveness and ROI of training and make recommendations to improve outcomes.
- Customer Feedback and Insights: Collect and analyze customer feedback to identify areas for improvement and implement changes to enhance the overall customer experience.
- Technology Integration: Identify and collaborate on the integration of new technologies and tools that enhance the in-store experience, such as mobile payment systems, interactive and seasonal display merchandising, and customer service apps.
- Performance Metrics: Establish and monitor key performance indicators (KPIs) related to customer satisfaction, sales from store experience, and store operations. Use these metrics to drive continuous improvement.
- Cross-Department Collaboration: Work closely with marketing, merchandising, operations, and other departments to ensure a cohesive and consistent customer and team member experience across all touchpoints.
- Brand Standards: Ensure that all stores adhere to brand standards and guidelines, creating a unified and recognizable experience for customers.
- Budget Management: Develop and manage the budget for store experience initiatives, ensuring effective allocation of resources and maximizing return on investment.
- Market Trends and Best Practices: Stay informed about industry trends, best practices, and emerging technologies in retail and customer experience. Apply this knowledge to enhance store operations and customer engagement.
Required Qualifications:
Education: Bachelor’s degree in Business, Marketing, Retail Management, or a related field is preferred.
Experience: Minimum of 7-10 years of experience in retail management, customer experience, or a related field, with a proven track record of driving customer satisfaction and sales growth.
Leadership Skills: Strong leadership and team management skills, with the ability to inspire and motivate a diverse team.
Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
Communication Skills: Excellent verbal and written communication skills, with the ability to effectively interact with all levels of the organization.
Customer Focus: Deep understanding of customer needs and behaviors, with a passion for creating exceptional customer experiences.
Project Management: Strong project management skills, with the ability to manage multiple initiatives simultaneously and deliver results on time and within budget.
Additional Requirements:
Call center leadership and organizational design
Project Management experience.
Travel to various store locations.
Flexibility to work weekends and holidays to monitor trends and gain insights.
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