Director, Shop Your Way Member Service in Hoffman Estates, IL at Sears Holdings Corporation

Date Posted: 5/2/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    3333 Beverly Road
    Hoffman Estates, IL
  • Date Posted:
    5/2/2018
  • Job ID:
    923167BR

Job Description

Req/Job ID: 923167BR
Employing Entity: Sears Holdings Management Corporation
Employment Category: Regular, Full-time
Job Function: Operations
Store ID: 58491: Sears Holdings Management Corp

The Director, Shop Your Way Member Service Operations will be responsible for ensuring that the operational pillars within the SYW Member Service team are effectively supported and progressed to world-class capabilities. The ideal candidate will have measured success in defining processes, operational excellence, growing distributed sales teams, and growth hacking efforts with teams of contractors and employees with special emphasis on products, membership loyalty programs, and business road-mapping. This position is responsible for planning, organizing, and deployment of acquisition, training, assessment, and measurement of contractor Personal Shoppers (PS). Additionally, this position will support our Operations Managers who oversee our Member Service Leads (MSL) with deployment of acquisition, training, assessment, and measurement of our In-House and In-Store Member Service Leads. This position reports to the General Manager, Shop Your Way Member Service and will be based at the Sears Holdings Corporation Corporate Office in Hoffman Estates, IL.

Job Requirements

• Plan organize and deploy programs to acquire and grow the total number of effective contractor Personal Shoppers to achieve the daily weekly monthly quarterly and yearly goals and KPIs for the SYW Member Service team
• Plan organize and deploy programs to grow the number of Personal Shopper Clients to achieve the goals and KPIs for the SYW Member Service team
• Plan organize and deploy programs to increase the incremental spend from our Personal Shopper Clients to achieve the goals and KPIs for the SYW Member Service team
• Plan organize and deploy programs to more quickly onboard effectively and continuously train through Litmos with up-to-date materials and processes qualitatively assess and quantitatively measure the efficacy of our contractor Personal Shoppers
• Drive the creation and support of ongoing webinars and responding to incoming Personal Shopper emails phone calls and social media posts
• Grade and notify Personal Shoppers of their Verification testing results and processes
• Assist with creating content for Personal Shopper webinars and communications such as monthly panel calls Team Lead emails and program-wide changes
• Plan organize and deploy programs to more quickly onboard effectively and continuously train with up-to-date materials and processes qualitatively assess and quantitatively measure the efficacy of our In-House Member Service Leads
• Manage documentation for the hiring of MSLs including Service Now tickets
• Provide systems support for iPads Laptops Desktops iPhones and other key tools that support our In-House Member Service Leads
• Use the Work Force Management System to support In-House Member Service Leads
• Create and maintain the documentation required for order processing and the reconciliation of expenses
• Set-up and maintain new vendors for In-House Member Service Leads
• Plan organize and deploy programs to more quickly onboard new In-Store Member Service Leads including MSA app access and setups mobile phone setups email setups opening SAR reports updating our training documentation qualitatively assessing and quantitatively measuring


REQUIRED SKILLS:
• Inspiring/Presence leads from the front team player effective motivator and listener manages by gaining consensus when appropriate and makes decisions
• Demonstrated understanding of customer needs having worked closely with engineering and product management to translate customer needs into effective products and launch strategies A history of high credibility in working with and presenting to distributed sales teams or teams of contractors is important
• Good technical understanding of products with the ability to communicate effectively
• Background in effectively and passionately communicating a company s unique value proposition to potential customers and market influencers to build market awareness and position the business as an industry leader
• Strategic thinker who can assist with the long-term vision but focus on driving the organization to execute flawlessly on the myriad details to actually make operations world-class
• Background in early-stage entrepreneurial environments
• Strong presentation skills both in creation and delivery
• Strong quantitative background comfortable with Microsoft Excel data manipulation report generation and an analytical mindset
• Excellent communicator both written and verbal
• Will command attention
• Highest standards and the ability to operate at a senior level and influence all functions of the operations and company
• Mature executive and personal contributor
• High powered in style yet collaborative and polite
• Demonstrates key ability to build influential relationships with internal and external audiences
• Creative intelligent and thoughtful in approach
• Entrepreneurial with a high level of energy dedication and an unrelenting drive to succeed

#SYW