VP Digital Operations
|Required Experience:||0 year(s)|
|Salary Range:||Not available|
Posted 7 days ago
The Vice President of Digital Operations, PVH North America is responsible for Customer Care for all PVH NA brands (all channels) as well as Ecommerce Digital Operations for all PVH North America DTC Ecomm sites. Both aspects of this role are part of the PVH NA Digital Shared Services division.
This individual will drive innovation in PVHs approach to customer care; overseeing an internal Customer Care team supporting our retail, ecommerce, and wholesale channel customers. They will also ensure that all service KPIs are consistently achieved, as well as maintain the highest standards for consumer satisfaction at all times.
Leading PVH Digital Operations team will be the other primary responsibility for this position. In this role, the individual will drive Digital Operations strategy and ecommerce operational excellence for all PVH digital properties. Specifically, this aspect of the role will include supporting all five (5) DTC Ecomm businesses in the areas of forecasting, operations, and product management.
PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:
Maintaining a dynamic and flexible Customer Care staffing structure that will allow for consistent achievement of all service KPIs
Provide thought leadership on all areas of customer care, and drive innovation within the department
Develop strategies and evolving tactics to provide best-in-class care to consumers regardless of the contact channel
Build appropriate real-time feedback loops to all brands to maximize the organizational benefits from listening to the voice of the customer. Find new ways to streamline information gathering from all divisions to better respond to customer needs.
Fully accountable for end-use retail consumer satisfaction, and provides PVH Corp. with an escalation backstop of consumer issues regardless of purchase channel or location.
Customer Care lead on Consumer Data Management (e.g. CCPA) initiatives
Identifying customer journey friction points and finding ways to solve them
Strong collaboration with ecommerce brand leads to align on the technology roadmap and identifying gaps to enhance operational excellence as a key liaison between IT and Ecommerce Business Leads
Setting ecommerce operational excellence targets and ensuring that all relevant service level agreements (SLAs) are in place
Develop business cases as needed for new strategic initiatives that deliver operational efficiencies, securing buy-in from brand and IT leadership
Monitor industry developments in the digital operations space as well as best practices
Partner with Ecommerce Business Leads to design and implement proper business forecasting/operations/peak planning as a key liaison between Warehousing & Distribution (DC Operations) and the business
Act as steward of the Operational Efficiencies Forum key quarterly forum to align on initiatives to drive efficiencies across DTC Ecomm businesses (sponsored by Mike Shaffer)
Develops department budget and meets all budgetary guidelines
Communicate internally with E-Commerce Business Leaders, Store Operations Leaders, IT, Logistics, Risk Management, Legal, Finance, Accounts Payable, and Human Resources
Communicate externally with fulfillment warehouses, third party digital operations vendors, wholesale vendor partners, insurance carriers, and customers
Responsible for the creation and management of the Department P&Ls
QUALIFICATIONS & EXPERIENCE:
Experience: 15+ years of experience in Call Center and Digital Operations space. VP level experience, leading a large call center team preferred
Education: Bachelors Degree or equivalent
Ability to think strategically & implement tactically
Excellent verbal, written, and interpersonal communication skills
Ability to drive strategy forward for tangible results
Ability to influence decisions makers across multiple functional groups - and gain buy in and drive consensus
Ability to thrive in matrix reporting structure/environment
Strongly proficient in Microsoft Word, Excel, PowerPoint and various workforce management platforms
Ability to manage multiple changing priorities
Self-starter and independent decision maker needed.
Must be flexible to adapt to changing trends of business and projects.