Senior Omni Experience Specialist

Job Description

Some of what you will do:

The Retail Senior Omni-channel Experience Specialist is responsible for enhancing and optimizing the customer journey across all sales channels, ensuring a seamless and cohesive shopping experience. This role involves analyzing customer interactions across online and offline platforms, identifying pain points, and implementing strategies to create an integrated omni-channel experience that drives customer satisfaction and loyalty.

Key responsibilities include collaborating with cross-functional teams to develop and execute omni-channel initiatives, leveraging data analytics to understand customer behavior, and utilizing feedback to refine service offerings. The specialist will also stay updated on industry trends and best practices to innovate and improve the omni-channel strategy continuously.

By focusing on customer-centric solutions and fostering collaboration among teams, the Retail Sr. Omni-channel Experience Specialist will play a crucial role in positioning Staples as a leader in delivering exceptional experiences that meet the evolving needs of consumers.

Specifically, You Will

• Drive Customer Experience Initiatives: Lead end-to-end planning, execution, and monitoring of assigned initiatives, ensuring alignment with organizational goals and delivering impactful results.
• Develop Data-Driven Business Cases: Utilize data analysis and research to uncover opportunities, establish project success criteria, and create compelling business cases that support long-term strategies.
• Collaborate with Cross-Functional Stakeholders: Partner with category owners, IT, UX, design teams, and external partners to define project objectives, scope, and delivery plans, advocating for initiatives to gain stakeholder support.
• Create Clear and Concise Project Requirements: Develop comprehensive business requirements and project plans covering digital, IT, store networks, print production, marketing, and 3rd-party partnerships.
• Analyze Omnichannel Customer Behaviour: Identify trends, preferences, and pain points by analyzing customer behaviour across various channels and developing actionable insights to optimize the customer journey.
• Monitor and Report KPIs: Track key performance indicators related to customer engagement and channel performance, using data to assess and refine omni-channel strategies.
• Leverage Customer Feedback for Continuous Improvement: Implement feedback mechanisms such as surveys and focus groups to gather customer insights, informing strategic decisions to enhance satisfaction and retention.
  
  

Some Of What You Need

• Post-secondary education related to e-Commerce, Marketing or Business Studies.
• A passion for consumers insights and developing programs to harness opportunities to strengthen value and retention.
• 3-5 years of experience in all phases of a Software Development LifeCycle (SDLC) and non-technology project lifecycle including the identification of the business problem, business case and project plan development through project management and closeout.
• Familiarity and experience with Agile and/or Waterfall software development methodologies.
  
  

Some Of What You Will Get

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...
  
  

#Bringyourpassion

About Us

Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.

About The Team

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.