Director of Omni Channel Experience

The Role
The Omni-Channel Operations & Experience Team manages the end-to-end experience throughout all functions of the Retail Experience. This team is equally focused on improving all Omni-Channel objectives in the field, holding focus groups or onboarding sessions as we look to rollout new initiatives and objectives across the organization. The Omni-Channel Director is a fast paced and equally balanced Leader that will need to think quick while ensuring that strategy and execution translate into a greater and bet in class Omni-Channel cannabis customer experience.
The Director of Omni-Channel Experience is responsible for facilitating the creation of a seamless customer experience across various sales channels by developing and implementing Omni-Channel strategies that drive store traffic, sales and profitably. The ideal candidate will have at least 7+ years of experience managing Omni-Channel and eCommerce functions in a retail/fulfillment environment and proven experience improving the customer experience in-store and online.
Responsibilities

• Drive sales through eCommerce transactions, buy online pick up in store and other verticals where online sales meet in-store experience.
• Directly manage and execute the strategic launch of in-house delivery program between multiple states and stores in a highly regulated and complex environment.
• Create a seamless customer experience in-store and online through recommending enhancements to the company's website and the electronic catalog, development of enriched content, improved sales processes, expanded shipping and payment tender options, and increased inventory visibility across the network.
• Manage the execution of the company's approved Omni-Channel strategic plan and assist with the plan's ongoing management of programs and provide the company with comprehensive business updates
• Manage, guide and develop a team that consist of: Delivery/Curbside & Roll-Through Teams, Communications Teams and Workforce Planning Teams.
• Collaborate directly with Marketing, Merchandise, Pricing, Customer Service, IT and other cross-functional partners to achieve strategic objectives, test and implement program enhancements and maximize sales.
• Manage the execution and development of the Customer Experience Team and ensure that the customer experience extends into online reviews and social media outlets.
• Direct and conduct regular competitive reviews to identify industry best practices and recommend action items to ensure that the brands exposure is relevant to the market.
• Maintain an authoritative knowledge of Omni-Channel success factors, trends and best practices.
• Forecast costs (labor) and return on investment of programs and make recommendations based on quantitative analysis.
• Identify, evaluate, and work with 3rd party suppliers, as needed.
  Perform other duties as needed.

Qualifications

• Minimum of 7+ years of experience managing Omni-Channel and eCommerce functions in a retail environment.
• BA/BS in Marketing, Communications, Merchandising or related field preferred
• Strong understanding of the digital landscape (online merchandising, digital marketing, order fulfillment/shipping) and how to translate that into increasing business.
• Knowledge of eCommerce technology and Google Analytics.
• Demonstrated ability to improve the customer experience in-store and online.
• Experience developing and executing integrated, cross departmental programs.
• Proficient in process improvement.
• Ability to analyze data to manage ROI for positive results.
• Experience leading cross functional teams.
• Ability to manage vendor relationships.
• Exceptional communication, analytical and project management skills.
• Robust experience in Delivery and GIG environments.
• Ability to travel 50% of the time.

Additional Requirements

• Must pass any and all required background checks
• Must be and remain compliant with all legal or company regulations for working in the industry
• Must possess valid driver's license
• Must be a minimum of 21 years of age
• Must be approved by state badging agency to work in cannabis industry