Sr Manager, Customer Experience

Job Description
Tailored Brands, Inc. is a leading omni-channel specialty retailer of menswear, including suits and a broad selection of business casual offerings as well as the largest provider of tuxedo rental products in the U.S. and Canada. We operate retail stores in all 50 states and Canada. Our U.S. retail stores are operated under the brand names of Men’s Wearhouse, Jos. A. Bank, Men’s Wearhouse and Tux, and K&G Fashion. Our Canadian stores are operated under the brand name of Moores in ten provinces. Our purpose is to help people love the way they look and feel for their most important moments. We accomplish this by putting customers at the center of every decision, rallying together to achieve common goals, and striving for excellence and continuous improvement. We help fulfill this purpose by valuing differences and knowing they make us better and showing up with courage to always do the right thing. If you want to make a difference, be part of a great team and grow, you might be a perfect fit.
About the Job
As Sr. Manager of Customer Experience, you will focus on identifying, sustaining, and evolving the in-store Customer Experience. In partnership with multiple cross functional teams, you will guide the recommendation and implementation of new or improved tools and resources to drive performance throughout the customer interaction across all channels within our stores. The key to success is the ability to work collaboratively with cross functional teams in a fast-paced environment while remaining flexible, resourceful, and efficient. Strong organizational and communication skills are a must. This position reports directly to the Sr. Director of Customer Experience and Store Training.

Duties and Responsibilities:

• Define and execute customer insight analytics programs and initiatives that provide accessible ongoing reporting and targeted analysis and insights related to who our customers are.
• Partner with cross-functional business leaders regarding new reporting or research needs, gathering requirements, writing measurement or research plans, and reporting of key findings.
• Design and develop customer-centric dashboards, reports, and ad-hoc analysis with a goal of designing a full program vs standalone reporting.
• Supervise and provide direction to the Customer Insight Analyst on all CSO and organizational Customer Experience priorities.
• Partner with the Sr. Director in establishing new Voice of Customer initiatives, that result in actionable insights across the organization.
• Partner with cross functional business owners, building, maintaining, and iterating on a Customer Journey Roadmap.
• Assist through data and analytics in identifying Customer Experience friction solutions across all platforms (TCS, Digital, Technology, Marketing, Store Operations, Visual)
• Collaborate on all Customer Experience initiatives (stores, digital, Omni, etc.)
• Partner with the Sr. Director on future Medallia strategy and partnerships
• Interpret customer feedback through the Medallia survey platform to design and make recommendations to improve the Customer Experience.
• Responsible for creating and updating the weekly Customer Experience dashboard including scorecard, closing the loop, targeted VOC and NPS
• Collate customer feedback data from multiple input resources to provide clear and consistent metrics around Customer Experience strengths and areas of opportunity.
• Organize, plan, and monitor the organizational voice of customer plan to optimize customer interaction.
• Perform other related duties and assignments as required.

Proven Skills, Abilities and Experience Qualifications

• 4-6 years of experience working in business or marketing analytics with a track record of delivering insights and business impact.
• Bachelor’s degree in business management or equivalent experience preferred.
• A body of work reflecting excellence and efficiency in data analysis, insights identification, data visualization, and data storytelling
• Knowledge of retail store and back-office systems is a plus. (Medallia, Forsee, CE Platform, POS, Oracle, PeopleSoft, etc.)
• Proficiency in SQL or comparable query language
• Excellent written and verbal communication skills with the ability to flex to various audiences.
• Ability to think strategically with strong analytical skills.
• Strong time management and follow up skills.
• Ability to excel in a fast-paced environment while managing multiple tasks simultaneously.

Please note that you do not need to qualify for all requirements to be considered. We encourage you to apply if you can meet most of the requirements and are comfortable opening a dialog to be considered.
Work Environment, Physical & Mental Demands

• Ability to sit and work at a computer keyboard for extended periods of time.
• Ability to stoop, kneel, bend at the waist, and reach daily.
• Able to lift and move up to 25 pounds occasionally.
• Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment.
• Hours regularly 40 hours per week, as work dictates, from Dublin, California, or Houston Texas

o Hybrid working-model up to 3-days a week at the Home Officeo Travel across North America, required.Benefits

This role is eligible for health, dental and vision insurance, prescription drug, retirement savings (401k, employer-funded retirement plans, deferred compensation, and other defined-benefit or defined-contribution), life insurance, accident and disability, paid time off for sick leave, vacation (80 hours per year), bereavement, jury duty, holidays (9 days per year), wellbeing program, commuter, adoption assistance, legal services, and employee merchandise discounts.
Work-Life Balance
We understand the demands of work, school, family, and personal responsibilities. Through our work-life resources and programs we offer services for every stage of life to help you manage the day-to-day needs. We offer programs such as:

• Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development.
• Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head-start to the weekend.
• Holiday Early Departure | close out early the business day before a company observed holiday.

$90,700- $151,200 we take into consideration an individual’s skills, background, and experience in determining final salary. Other compensation may include a [15%] Annual Incentive Plan (AIP) bonus paid out according to policy. Base pay information is based on market location and may be subject to prevailing wage laws, if applicable.
Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Work Locations: 01099SO Store Ops Oak Park 6380 Rogerdale Road Houston 77072
Job: Store Operations
Organization: Tailored Shared Services
Shift: Day Job

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Job Type: Full-time

Pay: $90,700.00 - $151,200.00 per year

Work Location: Hybrid remote