We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as the Associate Director, Customer Experience Innovation.

The Associate Director of Customer Experience Innovation will drive projects that deliver immediate conversion growth through service differentiation, while crafting a long-term vision that positions Crate and Barrel as a leader in the retail landscape. They are a strategic thought leader, tasked with identifying and implementing cross-disciplinary initiatives that propel Crate and Barrel’s digital retail business forward through adoption of new technologies and keen awareness of where customers are going.

This is a hybrid position that requires 4-days at the Northbrook, Illinois office

A day in the life as an Associate Director, Customer Experience…

• Lead centralized strategy for key digital initiatives from inspiration to purchase to post-transactional services
• Develop and implement innovative strategies for chat, shipping pricing, and delivery capabilities to drive immediate conversion uplift
• Analyze customer data and trends to identify opportunities for service differentiation that create a competitive edge
• Partner with product and cross-functional teams to define and execute strategies for new channels and business opportunities such as Gift Registry, Branded Mobile Apps and new services such as Monogramming
• Conduct thorough market research and competitor analysis to anticipate future trends and identify disruptive technologies.
• Translate vision into a clear roadmap with actionable steps to achieve long-term goals
• Manage a team responsible for supporting the existing technology delivering innovative experiences through CGI and AR and identifying and incubating future tools that unlock AI amongst other innovations throughout the digital business
• Lead brainstorming sessions and workshops to foster a culture of innovation within the team
• Effectively communicate vision and strategies to internal stakeholders, securing buy-in and collaboration across departments
• Define and track key performance indicators (KPIs) to measure success as well as analyze data to identify areas for improvement and iterate constantly on your strategies
• Lifelong learner, actively researching and staying current on emerging technologies, customer experience trends, and best practices in the retail industry while understanding how they fit into broader business objectives and technical stack

What you’ll bring to the table…

• Proven track record of success in developing and implementing innovative digital strategies
• Strong understanding of digital retail best practices and the evolving customer journey
• Expertise in data analysis and the ability to translate insights into actionable strategies
• Excellent communication, collaboration, and presentation skills to inspire and lead cross-functional teams
• Demonstrated ability to think strategically and develop long-term visions
• Passion for staying ahead of the curve and embracing new technologies

We’d love to hear from you if you have…

• 7 years of experience in Customer Experience, Marketing, or a related field
• Bachelor's degree
• Experience leading and managing innovation
• Excellent communication and collaboration skills to work effectively within cross-functional teams
• Strong analytical and problem-solving skills

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