We inspire purpose-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style 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 a Senior Manager, Customer Experience Innovation.

The Senior Manager of Customer Experience Innovation is strategic and innovative leader driving projects that deliver immediate conversion growth through service differentiation, while crafting a long-term vision that positions us as a leader in the retail landscape. In this newly created role, the Associate will be strategic thought leader, tasked with identifying and implementing cross-disciplinary initiatives that propel our digital retail business forward through adoption of new technologies and keen awareness of where customers are going. A highly collaborative role identifying key partners to help deliver impactful change to the business.

Primary Responsibilities:

• Strategic vision: Lead centralized strategy for key digital initiatives from inspiration to purchase to post-transactional services
• Core 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.
• New and key growth channels: 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
• Innovation: Conduct thorough market research and competitor analysis to anticipate future trends and identify disruptive technologies. Translate this vision into a clear roadmap with actionable steps to achieve long-term goals.
• Technology: 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.
• Strategic Leadership: Lead brainstorming sessions and workshops to foster a culture of innovation within the team. Effectively communicate your vision and strategies to internal stakeholders, securing buy-in and collaboration across departments.
• Performance Measurement: Define and track key performance indicators (KPIs) to measure the success of your initiatives. Analyze data to identify areas for improvement and iterate constantly on your strategies.
• Stay Ahead of the Curve: Be a 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

Knowledge, Skills, and Abilities: 

• 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.

Experience Required: 

• Minimum 7 years of experience in customer experience, marketing, or a related field.
• Prior experience leading and managing innovation initiatives is a plus.

Minimum Starting Rate: $102,000.00 Annually

Up to: $140,000.00 Annually

Pay ranges will be adjusted upward as needed to comply with applicable state and local law. In addition to your salary, based on your role, associates may be eligible for other compensation including bonuses, sales incentives, and long term incentives.