25 Oct
Tribe Lead - Customer Engagement
New Jersey, Auckland 00000 Auckland USA

Vacancy expired!

Job Description

We have a great opportunity for a highly experienced professional to step into the position of Tribe Lead for our Customer Engagement tribe. This is a senior position in the organisation and would suit someone currently at a traditional GM level, Chief Officer level, or a similar equivalent role in an agile organisation as you will be guiding and motivating a cross-functional team of 180 team members to deliver the best end-to-end ecosystem experience for our customers in-store and online.

The successful candidate willdemonstratea passion for buildingand growingcustomer ecosystems, having an ability to guide and motivate cross-functional development and technical teams, and an understanding of how best to optimise customer demand generation and engagement in physical and digital environments.

Reporting to the Chief Customer & Sales Officer your key mission as a Tribe Lead is being responsible for defining the Tribe’s objectives, priorities and sequencing (“what”). You will also be responsible for managing and achieving the Tribe's business goals and KPIs as well as constantly looking for continuous improvement opportunities for the Tribe. Your passion for delivery through influencing a wide range of people to succeed in achieving their meaningful work in a productive way that creates powerful customer outcomes will be evident in the experiences you bring to the role.

Our Customer Engagement tribe plays a key role across our customer journeys for the entire Group, with a primary focus on The Warehouse, Noel Leeming, and Warehouse Stationery brands.The Tribe is organised into Squadsfocusingon a wide range ofcustomerobjectives, including:

  • Showing our customers that they are valued – for example, developing and delivering a roadmap for our new group wide membership programme MarketClub and developing a unified customer view of our customers across the group so we can create easier and relevant experiences in our stores and across our digital touchpoints.
  • Building a leading omni-channel ecosystem - for example, driving improvements into our group ecommerce platform, refining and delivering ecommerce and mobile apps roadmaps, and taking a strong focus on improving our in-store experiences and messaging.
  • And driving customer acquisition, engagement, and retention - for example, implementing strategies and tactics to "win" on value brand perception, and driving customer attraction and acquisition

Qualifications

In this position you will work collaboratively with the Leadership Squad and your peers (Chapter Area Leads, Support Function Leads, and other Tribe Leads) to define the objectives of your Tribe and to drive the requirements of the squads for each Quarterly Business Review process. You will work with your Product Owners and Agile Coaches to minimise or remove obstacles so that squad members can deliver quality outcomes in the most productive way.

You will be someone who can think strategically, demonstrate servant leadership with your innate ability to work collaboratively and create an atmosphere of trust and productivity. You will also bring proven experience and problem-solving skills into the team while maintaining a view of the ‘big picture’ and the strategic organisational goals.

Your key responsibilities and qualities will include:

  • Guiding and motivating cross-functional development and technical teams to deliver the best end-to-end ecosystem experience for our customers.
  • To understand and strategise how best to optimise customer demand generation and engagement.
  • Continuing to build the customer engagement strategy for The Warehouse, Warehouse Stationery and Noel Leeming brands, as well as how these overlays with TheMarket.
  • Overseeing the delivery of marketing – from strategy to creative execution.
  • Monitoring OKR and KPI delivery, which include brand awareness, NPS, website and foot traffic, conversion rates, customer retention and more.
  • Being able to truly multitask and work at speed.
  • Having a “can-do” attitude - not being afraid to work in a test and learn environment and learning from failures.
  • Being a servant leader – Inspiring, motivating and driving the productivity of your Tribe by sharing your passion for buildingand growingcustomer ecosystems from the front.

If you are someone who is a natural delivery outcome focussed person, who is truly passionate about the full customer ecosystem from digital to traditional marketing and who gets a thrill from seeing strategy come to life, then this role could be just up your alley.

Additional Information

The Warehouse Group is New Zealand’s largest general merchandise retailer employing over 11,000 people across The Warehouse, Warehouse Stationery, Noel Leeming, Torpedo7, 1-day.co.nz and TheMarket.com, all who are guided by our purpose to help Kiwis live better everyday. With over 250+ locations and NZ’s leading retail sites and apps, the Groupseesmore than2M+ customer store visits and over 3M+ digital visits to our sites and appseach week,generatingover $3.4 billion in annual salesandraisingmillions in donations forNew Zealand charities and communities.

Vacancy expired!


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