Sr. Director, Messaging and Gamification Services in Hoffman Estates, IL at Sears Holdings Corporation

Date Posted: 7/12/2019

Job Snapshot

  • Employee Type:
  • Location:
    3333 Beverly Road
    Hoffman Estates, IL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 979110BR
Employing Entity: Transform SR Holding Management LLC
Employment Category: Regular, Full-time
Job Function: Product Development/Management
Store ID: 58491: Sears Holdings Management Corp

As the Product Lead, Messaging, AI and Gamification , you will lead and drive daily the offense to help communicate with our Members deepen & extend their engagement with our platform while also driving profitable, incremental growth for our Clients (Sears, Kmart, etc…) and expanding Member Lifetime Value.

As a cross-functional leader and operator with a data-driven, analytical DNA, you will partner with a number of teams across both SYW and our portfolio of Partners/Clients to profitably scale the capabilities, user acquisition, engagement and ultimately revenue for the Shop Your Way business.

This role will be to lead our roadmap for our conversational AI platform/chatbot strategy and to help reimagine our member gamification experiences. We have our Sweeps and Win IT! Businesses which require a new business and product strategy.

The primary objective of the SYW Gamification Services is to have many, many sweeps and contests that allow for micro communities of passionate individuals to play and interact. The prizes and the form of the games in tract to enable that. The original vision is to create a gamification platform tied to SYW, that we use and others use to drive engagement by members giving them a chance to have fun and win things they want. They express preferences through their prize selections and answering questions. The goal is to drive significant daily engagement by members who like playing online games with an opportunity to win a whole variety of prizes, including SYW points.

Who You Are
● You have demonstrated growth mindset. You have the curiosity, humility and learning agility to continuously learn & grow from all experiences and feedback, constantly and enthusiastically looking for opportunities to grow and improve the business, and yourself.
● You welcome robust challenge and seek insights from others to improve your own learning and understanding.
● You are talented in strong relationship building, able to navigate through situations to ensure the most robust and pragmatic solutions.
● You have strong products background, efficient in developing a product plan, executing on it, and delivering commercial value to meet the market demand.
● You possess financial acumen and fully understand daily business performance, quick in getting to root cause, as well as build out financial models for new platform initiatives.
● You display an end-to-end solution thought leadership and partnership, known with the ability to resolve conflict and protect productivity.
● You are successful at influencing and working with diverse groups in divisional teams. You are skilled at canvassing opinions and alternative views. You are at ease with evaluating and making recommendations across competing and equally critical business needs.
● You demonstrated commercial results which balancing innovation and commercial realization, in time delivery to meet both short term, and long term goals.
● You are big picture focused whilst skilled at zeroing in on the product and engineering details and delivering continuous improvement.
● Previous knowledge and experience in building chatbot and other AI solutions is a plus.

Key Attributes and Qualities required are:

- Obsess the Member/Client: Strive to make the lives of members (or business of the Clients) better as the cornerstone of each decision. With member/client relationship in mind, optimize lifetime value and experience across all touchpoints.
- Be Data Driven: Each decision starts with data as the first thought; powering our competitive advantage. Use measurement and insights to inform actions that matter. Empower our associates, clients, partners to make better decisions.
- Harness the Power of People + Technology: Technology enables use to serve members individually and at scale with efficiency, repeatability, reliability across platforms, partners and clients. Our people connect with members at a personal level to bring technology driven solutions to life every day and in times of need.
- Focus on Impact & Scale: Overinvest in the most relevant and compelling programs with sustainability and meaningful returns. Value results over activity and successfully drive the team to this end.
- Move with Speed & Purpose: Think big, start small, and act fast. Set the pace for teams, partners, clients and vendors. Operate with a go-to-market daily attitude and leverage an Agile mindset to prioritize and achieve goals.
- Collaborate Radically: Work across functions and businesses to deliver results. Operate with integrity, honesty, transparency and extreme accountability. Take the extra step to bring people along to ensure execution and outcomes are shared by the team.
- Driven by Curiosity: A passion to learn about our members, their lives, communities, experiences, relationships, products and services they value. Relentlessly experiment, iterate; learning from failures and investing in successes with a commitment to get better everyday.
- Be Social at the Core: Activate repeat behaviors and referrals via excellent member experiences that drive engagement, retention. Build programs that can be activated in communities and within relationships - rather than simply transactional. Focus on people, passions, and purpose more than promotions. Leverage social behavior, networks, and platforms to scale the reach and relevance of our offering.

Job Requirements

Key Responsibilities

Messaging Services:
○ You will build a Conversational AI platform/chatbot strategy.
○ You are a recognized leader with a bias to action.
○ You can translate the chatbot/Conversational AI platform strategy into a roadmap, that drives the development with the latest technology, innovation, and realizing market value, against short term and long term goals.
○ You are responsible for the planning and execution throughout the platform lifecycle, including gathering and prioritizing customer requirements, defining the vision; and working closely with engineering, sales, marketing and support to ensure commercial realization and customer satisfaction goals are met.
○ You can build strong and constructive working relationships to canvas and align alternative views into a single Conversational AI platform and chatbots roadmap.
○ You are adaptive and able to work through the conflicting requests, quick in making decisions based on the best interests of all SYW, balance among time to market, serving each division properly, and deliver the work with engineering excellence.
○ You pose good judgment in balancing between innovation and robust operation, able to optimize productivity and efficiency when working with the broader Technology, Data, Sales and Marketing teams.

Win IT!
○ Define, design and manage key game features that further the overall strategic vision of the product.
○ Conduct and communicate in-depth analysis of in-game economy trends using data insights and strong business acumen to impact top line KPIs.
○ Work closely with the Win IT! team and various stakeholders to gather requirements and define the product roadmap. Get the team to rally behind your ideas and influence change among various partners and collaborators.
○ Design, balance and optimize economy models for virtual economies.
○ Track performance on a daily, monthly, and quarterly basis, communicate KPIs to internal and external stakeholders and adjust designs/plans accordingly.
○ Become an expert on established and new models for monetizing games by monitoring competitive trends and best practices, third parties tools/partnerships and internal business intelligence.
○ Leverage first and third-party tools to define, track, and best serve player segments.
○ Learn, have fun and build games that millions of people love to play.

Essential Duties & Responsibilities
● Constantly assess the market for Messaging and AI technology. Serve as the expert on industry best practices in how these technologies are being utilized.
● Identify opportunities to improve operational performance, and partner with Members Services Operations Team to implement new procedures.
● Regularly review Messaging transcripts; refine operational playbooks and training to ensure consistency of customer experience and brand voice.
● Partner closely with analytics to develop and distribute standard performance reports that summarize activity, provide meaningful analysis, and show progress against goals.
● Ensure feedback loop from Personal Shopper // MSO reps and members to identify issues and improvement opportunities.

Desired Skills
● Experience leveraging aspects of behavioral psychology/design in building user experiences
● Shipped well-reviewed (4+ star) mobile and/or OTT experiences
● Experience with data-visualization tools (e.g. Tableau, Periscope)
● Experience solving multi-touch and cross-device attribution.
● Experience applying machine learning to growth automation (e.g., user targeting, creative selection, personalization in CRM campaigns).
● Experience developing advanced CRM capabilities - Push, Email, In-app messaging - to target the right users at the right time with the right messaging.
● Experience leveraging 3rd party data (DMPs) for enhanced user targeting.

#Corporate, #SYW