Manager, Omnichannel Operations and Customer Advocacy in Grapevine, TX at GameStop

Date Posted: 7/24/2020

Job Snapshot

Job Description

Description:

SUMMARY

Providing direct supervision to a team of 2-4 individual contributors, the Manager, Operations and Customer Advocacy is responsible for managing every customers’ GameStop.com order experience ensuring simplicity, speed and transparency.  An operational leader with strategic process design skills who will execute the end to end coordination of online events, the customer order process, fulfillment life cycle and the post-purchase experience, you will ensure that the customers’ satisfaction is at an all-time high.  This position will interact with the direct leader several times a week to receive guidance and feedback.  Working independently, autonomy and decision making will be necessary.

ROLES AND RESPONSIBILITIES

  • Cross organizational collaboration to ensure delivery of business expectations and changing needs
  • Consult and provide recommendations to management, based on current and emerging trends
  • Mentor, lead and develop others to assume advanced roles
  • Create a culture of proactive order life cycle management resulting in a frictionless post-purchase experience
  • Drive customer satisfaction and best in class NPS
  • Identify and implement leading online self-service solutions to reduced post-purchase customer contacts
  • Define critical KPI’s and develop Omni post purchase reporting to drive actionable business insights and results
  • Develop an optimize online pricing and promotional strategy for GameStop.com
  • Implement a competitive pricing strategy on GameStop products and services against direct competitors.
  • Responsible for conducting market research and information analysis around competitor pricing and promotions.
  • Partner and collaborate with internal and external partners to facilitate the launch of integrated marketing, execute digital pricing and promotion, and ensure that GameStop’s digital channels are aligned with corporate priorities
  • Provide insights into promotion performance to Multi-Channel team and offer insights and recommendations for continued business growth

REQUIRED SKILLS AND EXPERIENCE

  • Bachelors degree with a regionally accredited program or 5+ years relevant work experience
  • 5+ years of related management experience
  • 10+ years of related experience. 15+ years for educational equivalency
  • 5+ years of retail project / program management is required
  • Must possess demonstrable subject matter expertise in promotions, consumer advocacy / customer success and Omnichannel fulfillment.

PREFERRED SKILLS AND EXPERIENCE

  • Masters Degree is preferred