About the role
Role Specific Information
Job Description
This role is based at our Corporate Office in Menomonee Falls, WI. You’ll work onsite from Monday through Thursday, with the option to work remotely on Fridays.
About the Role
This role is responsible for defining and advancing the omni-channel customer experience strategy through strategic analytics, insight generation, and cross functional leadership. The manager partners closely with strategy, analytics, marketing, digital and store experience, merchandising, supply chain, and operations to help ensure customer interactions are consistent, relevant and aligned to brand values and customer needs. This role focuses on translating the enterprise customer experience vision into actionable strategies and frameworks that drive engagement, and long-term loyalty across channels.
What You’ll Do
Lead strategic analysis to define customer segmentation and segment-level goals, using customer insights, business performance, and enterprise priorities
Support the development of an omni-channel customer experience strategy, inclusive of objectives, guiding principles, and priorities, to create clarity around what all customers should experience from Kohl’s
Own the strategic mapping of key moments across the end-to-end omni-channel customer lifecycle, identifying opportunities to improve consistency, relevance, and differentiation across touchpoints
Ensure consistent prioritization of customer experience initiatives based on customer and business impact
Partner cross functionality to define measure of success, and apply targeting priorities, messaging frameworks and audience insights to ensure experiences are relevant, consistent, and connected
Aggregate actionable customer insights to be leveraged across merchandising, marketing and channel teams in partnership with consumer insights, analytics, social, VOC, and customer service
Manage a cross-channel learning agenda, CX scorecard, and measurement plan, facilitating cross-functional reviews, hindsighting and strategic planning.
Build trusted relationships across digital, stores, contact center, supply chain and marketing
Additional tasks may be assigned
What Skills You Have
Required
Bachelor's degree and 5+ years relevant experience
Brings an analytical mindset and is able to quickly translate customer, channel, and performance data to inform strategy
Detail-oriented, strategic thinker with strong analytical skills
Adept at collaborating across functions and levels to deliver strategic support and uncover growth opportunities
Proven ability to influence change and drive strategy
Strong communication and storytelling skills, both written and verbal.
Proven ability to work creatively and analytically in problem-solving environment
Ideally consulting experience, or experience in influencing executive leadership
Ideally experience leading CX initiatives that deliver measurable results
Essential Functions
The requirements listed below are representative of functions you will be required to perform, however you may be required to perform additional functions. Kohl’s may revise this job description from time to time. To perform this job successfully, you must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.
Ability to perform the accountabilities listed in the “What You’ll Do” Section
Ability to maintain prompt and regular attendance as set by the company
Ability to work at least 8 hours per day, occasionally longer when necessary to meet business needs, 5 days per week
Ability to comply with dress code requirements
Ability to learn and comply with all company policies, procedures, standards and guidelines
Ability to give direction and receive, understand and proactively respond to direction from leadership and other company personnel
Ability to work as part of a team and interact effectively and appropriately with others
Ability to maintain composure and work in a fast paced environment while accomplishing multiple tasks within established timeframes
Ability to satisfactorily complete company training programs
Perform work in accordance with the Physical/Cognitive Requirements section
Physical/Cognitive Requirements
Ability to use a personal computer for tasks such as communicating, preparing reports, etc.
Ability to plan, prioritize and monitor activities across business units
Ability to complete or oversee the completion of assigned projects in a timely manner
Ability to comply with health and safety standards
Aplyr's read
Kohl's is a major player in the retail sector, known for its diverse product offerings and focus on affordability, attracting a wide range of employees.
What's promising
- •Kohl's offers a wide range of roles, from merchandising to beauty advising, providing diverse career opportunities.
- •The company's focus on affordability appeals to a broad customer base, supporting consistent sales.
- •Kohl's partnership with Sephora enhances its beauty department, attracting beauty-focused talent.
What to watch
- •Kohl's faces intense competition from both traditional and online retailers, impacting market share.
- •The retail sector's reliance on physical stores poses challenges in adapting to e-commerce trends.
- •Frequent reliance on part-time roles may limit career growth opportunities for employees.
Why Kohl's
- •Kohl's partnership with Sephora differentiates its beauty offerings from other department stores.
- •The company's omnichannel approach integrates online and in-store shopping experiences effectively.
- •Kohl's Cash rewards program is a distinctive customer loyalty initiative driving repeat business.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Kohl's
Kohl's is a leading omnichannel retailer offering a wide variety of products including apparel, footwear, accessories, and home goods. The company focuses on providing quality products at affordable prices.
