Retail Consumer Experience Manager -adidas - Robson 2068 NSO, Vancouver, British Columbia

Purpose & Overall Relevance for the Organization:

The Consumer Experience Manager supports the Senior Store Manager in delivering a premium brand experience for consumers and store teams. This position works in collaboration with category leaders for shaping the end-to-end experience for the consumer. The core expectation of this position is to drive a culture of consumer centricity within the store which includes providing a one-of-a-kind experience for our Halo and creators club consumers.

 

Key Responsibilities / Authorities:

  • Lead and manage a highly impactful, brand orientated consumer experience within the adidas store
  • Enable and support a best-in-class environment within retail fleet which provides acceptance, education and awareness on all topics related to diversity, equity and inclusion
  • Positively communicates and demonstrates the Brand values, attitude and culture.
  • Manage the end-to-end service experience of all consumer touchpoints.
  • In accordance with company guidelines, establish and maintain a culture of consumer centricity within the store and team.
  • Provides feedback and innovative ideas to develop experiences that showcase our brand with the consumer.
  • Supporting in the development holistic customer journeys and supporting shaping all customer touchpoints: events, digital and print communication, social media interactions, in order to drive customer conversion rates across all stages of engagement,
  • Implement efficient ways to manage the customer "life cycle," which includes all the steps customers go through when interacting and navigating within the store.
  • Foster customer loyalty coaching the expert team through high-quality interactions at each step.
  • Manage the Brand and consumer experience implementation in the store under global guidelines.
  • Responsible for the seamless execution of in-store activations events, in collaboration with Key City Activation team.
  • Partners with the key stake holders to ensure a unique Halo experience at the key touch points - consults to provide proper training platform, scheduling, and feedback.
  • Proactively coach the experts in store to ensure/partner with the retail training team to provide a 365’ education and ongoing training.
  • Supports and coach’s leadership to create a leading shopping experience by adhering and elevating operational standards and process.
  • Provide feedback to all store teams on execution of service model.
  • Creates and drives a service culture by ensuring all activities are centered on the consumer.
  • Positively communicates and role models the adidas Brand Values.
  • Communicates a desire to learn and seizes all available opportunities to drive own development and increase performance within the Consumer Experience team.
  • Supports in driving the appropriate level of audience segmentation to deliver personalized and relevant customer touch-points
  • Supports in the development of customer benchmarking tools and analysis, to understand activities undertaken by competitors with a focus on recruitment, events, communication and overall customer touch points
  • Foster consumer loyalty through high-quality interactions at each step and touchpoint.
  • Responsible for improving the experiences consumers have with adidas, with the goal of increasing consumer satisfaction, brand engagement and conversion.
  • Supports in the seamless execution of in-store activations events, in collaboration with the Marketing Activations Manager, VM leader and Retail Operations Manager.
  • Supports and coach’s leadership to create a highly engaging and impactful shopping experience by adhering and elevating operational standards and process.
  • Understands the behavior and patterns of the Halo store’s consumer base, draws conclusions from this and consults store teams to meet or exceed consumer expectations continuously.
  • Positively influences all business stakeholders by offering suggestions and ideas on ways to improve operations and processes.
  • Develop seamless communication with other members of the Store Management Team
  • Shop competition on a regular basis to insure competitiveness in the marketplace
  • Other duties as assigned by Senior Store Manager

 

 

Knowledge, Skills and Abilities:

  • Proficiency in software applications such as MS Office
  • Strong verbal presentation and written communication skills with strong command of English language
  • Ability to portray a confident and winning attitude in challenging business interactions
  • Excellent relationship-building skills at all levels of the organization
  • Ability to travel up as needed

 

Requisite Education and Experience / Minimum Qualifications:

  • 3-5 years of fashion retail management experience with a leading global brand
  • Demonstrated leadership & consumer experience within retail industry
  • English fluent (speaking, reading, writing) and fluency in another language is highly desirable

 

  • Diversity, Equity, and Inclusion at adidas means championing individual uniqueness and cultivating a culture of belonging in which everyone can create at their best.  We embrace diverse backgrounds, experiences, and perspectives and seek to create a workforce that reflects our consumers and communities.  

 

  • adidas offers a robust and progressive range of benefits, including: health and dental benefits, including prescription drug coverage, out of country coverage, short and long-term disability, basic life and AD&D insurance,  and an Employee & Family Assistance Program. Employees are able to enroll in adidas’ Retirement Savings Plan with employer match. Qualifying employees are eligible for our education assistance program and fitness reimbursement program  

 

  • Employees are eligible to earn ​an annual bonus based on both company and personal performance.​ We recognize the commitment of our employees by increasing vacation time with length of service. We also offer Service Awards & Service Time Off during milestone years, paid bereavement leave, and parental leave top-up to eligible employees.   

 

  • Though our teammates hail from all corners of the world, our working language is English. 

 

  • adidas is an equal opportunity employer committed to diversity and inclusion. We encourage applications from all qualified candidates, including those with Disabilities, and will accommodate applicants’ needs, upon request, throughout all stages of the recruitment and selection process. If selected to participate in an interview, accommodations will be made available on request. Please inform the Recruiter of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially. 

 

  • The anticipated low and high end of the base pay range for this position is $70,000-$85,000. Actual salary will be based on various factors, such as a candidate’s experience, qualifications, skills and competencies, proficiency for the role.

adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.

Job Title:  Retail Consumer Experience Manager -adidas - Robson 2068 NSO, Vancouver, British Columbia

Brand:  adidas
Location:  Vancouver
TEAM:  Retail (Store)
State:  BC
Country/Region:  CA
Contract Type:  Full time
Number:  511270
Date:  May 15, 2024