Senior Director, B2C Retail
hace 6 meses
What´s the role?
As the Senior Director, B2C Retail & Channel Experience, you will be responsible for improving in-store customer experiences and developing comprehensive strategies. You will optimize visual merchandising and ensure our team maintains current product knowledge. You will monitor performance metrics, set clear targets, and implement corrective actions based on data analysis and customer feedback.
How can you add value?
Address and resolve customer complaints and issues in line with brand values. Assist in organizing in-store product demonstrations and tutorials. Communicate ongoing promotions and offers to customers effectively. Coordinate with the marketing team to implement in-store promotions and events. Develop and implement strategies to improve in-store customer experiences. Ensure availability of products and efficiently keep control of inventory. Ensure consistent and positive representation of the brand within the store. Evaluate the effectiveness of technology in improving the in-store experience. Gather insights on customer preferences and shopping behavior to inform marketing initiatives. Implement and manage in-store technology to enhance the customer experience. Implement remedial measures in response to performance data and feedback from customers. Implement visual merchandising strategies to optimize the store layout and product displays. Maintain store cleanliness and ensure all equipment is in good working order. Maintain up-to-date knowledge of wireless products and services. Maintain visual and service standards in accordance with brand guidelines. Provide information and support to customers regarding product features and benefits. Set and monitor store targets and key performance indicators. Stay on top of the latest retail technologies and trends. Streamline in-store processes to reduce wait times and improve customer flow. Supervise customer satisfaction through collecting feedback and analyzing store performance metrics, including customer satisfaction indicators. Demonstrate and ensure compliance with the Customer First Philosophy of all Liberty Latin America's policies and procedures, including the Code of Conduct and Liberty safety standards and procedures. Other functions may be assigned.Supervisory Responsibilities:
Directly supervise and provide mentorship to a group of employees in the B2C Department. Carry out supervisory responsibilities in accordance with the organization policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
What do you need?
Education and/or Experience:
Bachelor’s degree or equivalent experience in Business Administration, Finance, or related. Master’s degree preferred.
10 – 12 years of experience and at least 5 years of management responsibility.
Other Qualifications:
Fully Bilingual (Spanish and English). Willing to travel. A demonstrated ability to be a great teammate that can build productive working relationships at all levels within organizations both internally and externally. Excellent negotiation skills that enable business growth through securing opportunities and providing profitable / optimal solutions distributors or internal teams. Strong knowledge of mobile technologies. Strong interpersonal and persuasion skills, enabling individuals to establish partnerships working with senior leaders and across organizational lines. Excellent written and verbal communication skills with demonstrated ability to present complex technical information in a clear manner to peers, developers, and senior leaders. A strategic mentality and sound reasoning skills to understand the factors influencing strategy such as customers, competition, and the organization’s strengths and weakness. Financial eye for business and prior budgeting experience with the ability to develop these skills in others. Knowledge of sales strategies in a retail environment. Strong attention to detail balanced with the ability to think strategically. Ability to analyze and interpret data to make strategic growth recommendations. Ability to manage several projects and tasks at a time.Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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