New Balance Athletic Shoe, Inc.:
Sr. Site Operations Associate, Personalization and Consumer Journey Job in (NB), VT
Premium
See who posted the job
Premium
Competitive Insights
Premium
Check your commute time
Closed
(NB), VT
Full-time | Operations
About the job
Who We Are:
Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today. At New Balance, We Got Now.
JOB MISSION:
The Site Operations Team is responsible for execution and operational excellence for NewBalance.com and NewBalance.ca and ensuring consumers have a positive experience with the brand. The Omnichannel Consumer Journey and Personalization Operations Associate role is two-fold. First, the role will Journey map the entire consumer experience (and all the variations) from pre to post purchase by working with several cross-functional teams, identify pain points and the corresponding solutions and be the thread that ties all teams together so the consumer receives a flawless experience throughout their journey. Second, the role will be responsible for working in partnership with the Site Experience Personalization associate to execute differentiated consumer experiences based on their intent to purchase, product preferences, purchase lifecycle and demographics. This role will be responsible for ensuring all assets are accurately loaded and hit all deadlines. To be successful in this role, you will need to collaborate with regional ecommerce and stores team members, global direct-to-consumer teams, development, customer care and marketing teams. This position will report to the Site Operations Manager on the North America eCommerce team.
MAJOR ACCOUNTABILITIES:
! Champion the consumer through all processes and last touch of all site collateral
! Partner with cross-functional partners- retail teams, customer care, marketing, Global IT, merch, supply chain, etc- and map out all variations of the consumer journey from pre to post purchase. Gain a deep understanding of all systems and processes throughout the site and retail systems and teams and how they impact the consumer. Document all consumer touch points in a clear flow and be able to understand how they are interrelated
! Proactively provide recommendations to new strategies, launches or changes to the site or retail experience so that the consumer journey is top of mind
! Partner with teams to drive a CSAT evaluation for Omni, eComm and Stores. Once established, understand how to improve the KPI and track the progress
! Utilize additional tools- Adobe, Khoros, Sprinklr, Power reviews, Yelp/Google store location reviews, store associate feedback, etc- to get qualitative and anecdotal feedback about the experience and identify opportunities. Determine solutions based on the feedback and leverage the findings to influence teams to help make improvements. Project manage these solutions to ensure positive outcomes
! Develop personalized strategies encompassing content, lifecycle, recommendations, offers and triggers to ensure a highly personalized shopping experience throughout the direct to consumer (DTC) ecosystem
! Conduct ongoing analysis of consumer trends and analytics and best in class personalization strategies
! Partner with key stakeholders to identify, develop, and test new personalization tactics/capabilities to drive engagement and revenue
! Work with Personalization points to map out all consumer touchpoints on the site and marketing vehicles and have a deep understanding of which can be Personalized; develop omni view for which vehicles can be utilized to drive in-store experiences
! Utilize the Personalization calendar to determine deadlines. Partner with GCS to ensure creative is prioritized correctly and completed in time. Align with regional and global marketing to ensure that campaigns are properly connected to the optimal site experience
! Brainstorm new and innovative optimizations and enhancements in site functionality – keep the consumer top of mind and focus on creating more engaging and frictionless shopping experiences. Align with site experience and global digital product management teams to roadmap, prioritize, and bring to life this work
! Take point on adhoc process improvement needs across the broader eComm team, utilize detailed and solution focused mindset to drive efficiency for the team
! Maintain detailed documents on all processes, opportunities and KPIs. Be able to train other associates
REQUIREMENTS FOR SUCCESS:
! Bachelor’s Degree
! 3-5 years relevant experience in ecommerce, project management, operations or IT
! Passion for the industry is welcome, but more importantly an obsession with interesting and innovative ecommerce and digital retail experiences is desired
! High planning, research and organization skills with the ability to summarize large amounts of content into important key findings
! Ability to think critically, problem-solve and manage the execution of tasks so project timelines are met successfully.
! Enthusiasm for process mapping and improvement; ability to evolve thinking past current state
! Strong communication skills and ability to work cross-functionally
! Proficient PC skills, including MS Office Suite
! Comfortable with Site Metrics and Financials; experience in Google or Adobe Analytics preferred
! Collaborative, action-oriented thinking is a must
! Must be results driven, passionate and accountable
Our Benefits:
Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.
Learn more about our Benefits
Flexible Work Schedule:
New Balance is committed to creating a culture that allows our associates to do their best work. Our corporate work-from-home policy does not mandate an arbitrary number of days in-office. Instead, we’ve designed a flexible hybrid model that empowers individual teams by letting the type of work dictate where it will most effectively be performed. We are capitalizing on this unique opportunity to evolve how we work based on efficiency, productivity, and the well-being of our associates.
Equal Opportunity Employer:
New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veter
Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today. At New Balance, We Got Now.
JOB MISSION:
The Site Operations Team is responsible for execution and operational excellence for NewBalance.com and NewBalance.ca and ensuring consumers have a positive experience with the brand. The Omnichannel Consumer Journey and Personalization Operations Associate role is two-fold. First, the role will Journey map the entire consumer experience (and all the variations) from pre to post purchase by working with several cross-functional teams, identify pain points and the corresponding solutions and be the thread that ties all teams together so the consumer receives a flawless experience throughout their journey. Second, the role will be responsible for working in partnership with the Site Experience Personalization associate to execute differentiated consumer experiences based on their intent to purchase, product preferences, purchase lifecycle and demographics. This role will be responsible for ensuring all assets are accurately loaded and hit all deadlines. To be successful in this role, you will need to collaborate with regional ecommerce and stores team members, global direct-to-consumer teams, development, customer care and marketing teams. This position will report to the Site Operations Manager on the North America eCommerce team.
MAJOR ACCOUNTABILITIES:
! Champion the consumer through all processes and last touch of all site collateral
! Partner with cross-functional partners- retail teams, customer care, marketing, Global IT, merch, supply chain, etc- and map out all variations of the consumer journey from pre to post purchase. Gain a deep understanding of all systems and processes throughout the site and retail systems and teams and how they impact the consumer. Document all consumer touch points in a clear flow and be able to understand how they are interrelated
! Proactively provide recommendations to new strategies, launches or changes to the site or retail experience so that the consumer journey is top of mind
! Partner with teams to drive a CSAT evaluation for Omni, eComm and Stores. Once established, understand how to improve the KPI and track the progress
! Utilize additional tools- Adobe, Khoros, Sprinklr, Power reviews, Yelp/Google store location reviews, store associate feedback, etc- to get qualitative and anecdotal feedback about the experience and identify opportunities. Determine solutions based on the feedback and leverage the findings to influence teams to help make improvements. Project manage these solutions to ensure positive outcomes
! Develop personalized strategies encompassing content, lifecycle, recommendations, offers and triggers to ensure a highly personalized shopping experience throughout the direct to consumer (DTC) ecosystem
! Conduct ongoing analysis of consumer trends and analytics and best in class personalization strategies
! Partner with key stakeholders to identify, develop, and test new personalization tactics/capabilities to drive engagement and revenue
! Work with Personalization points to map out all consumer touchpoints on the site and marketing vehicles and have a deep understanding of which can be Personalized; develop omni view for which vehicles can be utilized to drive in-store experiences
! Utilize the Personalization calendar to determine deadlines. Partner with GCS to ensure creative is prioritized correctly and completed in time. Align with regional and global marketing to ensure that campaigns are properly connected to the optimal site experience
! Brainstorm new and innovative optimizations and enhancements in site functionality – keep the consumer top of mind and focus on creating more engaging and frictionless shopping experiences. Align with site experience and global digital product management teams to roadmap, prioritize, and bring to life this work
! Take point on adhoc process improvement needs across the broader eComm team, utilize detailed and solution focused mindset to drive efficiency for the team
! Maintain detailed documents on all processes, opportunities and KPIs. Be able to train other associates
REQUIREMENTS FOR SUCCESS:
! Bachelor’s Degree
! 3-5 years relevant experience in ecommerce, project management, operations or IT
! Passion for the industry is welcome, but more importantly an obsession with interesting and innovative ecommerce and digital retail experiences is desired
! High planning, research and organization skills with the ability to summarize large amounts of content into important key findings
! Ability to think critically, problem-solve and manage the execution of tasks so project timelines are met successfully.
! Enthusiasm for process mapping and improvement; ability to evolve thinking past current state
! Strong communication skills and ability to work cross-functionally
! Proficient PC skills, including MS Office Suite
! Comfortable with Site Metrics and Financials; experience in Google or Adobe Analytics preferred
! Collaborative, action-oriented thinking is a must
! Must be results driven, passionate and accountable
Our Benefits:
Our products are only as good as the people we hire, so we make sure to hire the best and treat them accordingly. New Balance offers a comprehensive traditional benefits package including three options for medical insurance as well as dental, vision, life insurance and 401K. We also proudly offer a slate of more nontraditional perks – opportunities like online learning and development courses, tuition reimbursement, $100 monthly student loan support and various mentorship programs – that encourage our associates to grow personally as they develop professionally. You’ll also enjoy a yearly $1,000 lifestyle reimbursement, 4 weeks of vacations, 12 holidays and generous parental leave, because work-life balance is more than just a buzzword – it’s part of our culture.
Learn more about our Benefits
Flexible Work Schedule:
New Balance is committed to creating a culture that allows our associates to do their best work. Our corporate work-from-home policy does not mandate an arbitrary number of days in-office. Instead, we’ve designed a flexible hybrid model that empowers individual teams by letting the type of work dictate where it will most effectively be performed. We are capitalizing on this unique opportunity to evolve how we work based on efficiency, productivity, and the well-being of our associates.
Equal Opportunity Employer:
New Balance provides equal opportunities for all current and prospective associates and takes affirmative action to ensure that employment, training, compensation, transfer, promotion and other terms, conditions and privileges of employment are provided without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, handicap, genetic information and/or status as an Armed Forces service medal veter