Tillys is looking for a Director of Omnichannel Inventory and Customer Experience to drive the overall fulfillment, inventory planning/execution and customer service for all of our digital and omnichannel operations. This person will develop and execute the overall online customer experience strategy by partnering with key leaders across the organization to drive site conversion by ensuring the maximum amount of the assortment is exposed and in-stock for sale in the store and online, optimize fulfillment costs, enable new omnichannel functionalities and support annual sales growth while achieving all customer and contractual SLAs. The Director of Omnichannel and Customer Experience is responsible for the day-to-day operations of the omnichannel fulfillment (including Ecommerce ship from store and buy online pick up in-store), inventory management and customer service teams as well as managing direct relationships with our e-commerce outsourcers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Drives the overall customer experience strategy, partnering with team members across the organization to enhance the online shopping experience.
Leads the omnichannel fulfillment, inventory and customer service teams to maintain an awareness of strategies and alignment of efforts with overall business plans and goals.
Responsible for day to day management of e-commerce fulfillment operations for ship from store and buy online pick up in-store
Works cross functionally with merchant partners to ensure synergy and consistency between the Online and Brick & Mortar channels by leveraging the strengths of the ecommerce to ensure a consistent customer experience.
Delivers insightful online, category, and competitive analysis to develop strategic and operational plans.
Manages and resolves customer service and site issues by collaborating with IT, Marketing, Customer Service, Distribution Center and Store Operations to ensure a positive post-purchase experience.
Manages relationships and service level agreements with internal and external partners.
Oversees the execution of inventory management and seasonal products across all fulfillment nodes.
Supports secondary micro sites in the areas of fulfillment, inventory and customer service as needed.
Monitors daily data flow between front end, order management, and internal systems; working with appropriate partners to resolve any discrepancies and issues.
Audits site daily with an emphasis on quality and accuracy; partners with IT and Marketing to resolve any issues that cannot be handled internally.
Detailed understanding of end-to-end ecommerce processes including clear understanding of website, content management, product attribution, distributed order management, marketing technology architecture, and customer-facing functionality.
Ability to write business requirements.
Proven success managing business initiatives from conception to implementation to delivery with quantifiable results in multiple roles.
Understanding of Marketing technology architecture including Curalate, Custora and Monetate.
Ability to engage, align, inspire, empower and move team members to act.
Demonstrated ability to set priorities and allocate resources effectively.
Strong project management skills; ability to effectively manage several projects simultaneously.
Ability to manage and train others to manage data to drive business decisions.
Strong systems skills with experience in building, managing and reporting data.
Proficiency in MS Office Suite and internet applications.
QUALIFICATION, EDUCATION, & EXPERIENCE REQUIREMENTS:
MBA or relevant Master's Degree in Operations or Supply Chain & Logistics preferred.
7+ years' leadership experience with proven track record of success in an online/retail operations environment while managing multiple direct reports.
2+ years' experience in ecommerce operations with detailed understanding of small parcel contracts and rates.
Experience in forecasting, budgeting and P&L management in a retail environment.
Demonstrated strong business judgement and decision-making skills; ability to think strategically.
Strong analytics, prioritization, interpersonal, problem-solving, and presentation skills.
Ability to operate independently while establishing strong relationships with cross functional team members.
Ability to adapt well to change in direction and priority in a fast- paced and deadline-oriented environment.
Effective organization skills, accurate and timely in completing responsibilities, with strong attention to detail.
"Tillys will consider applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Municipal Code, Chapter XVIII, Article 9 (Los Angeles Fair Chance Initiative for Hiring (Ban the Box)."