Title: MANAGER, VALUE ADDED PROGRAMS Location: United States-Virginia-Virginia Beach Job Number: 1800019Z

Job Summary: Management of all enterprise value added programs and experiences including oversight of the Enterprise Warranty Programs, Enterprise special order programs, Social Media Response Team, Home Delivery post-delivery experience, as well as ecommerce's Ship to Store program.

Duties and Responsibilities: Stewardship of the Enterprise Warranty Programs including dissemination throughout the enterprise of program details, development, execution and reporting on incentive programs and financial performance metrics.

  • Oversees the enterprise special order programs, working with buyers, stores, customer contact center, finance, and other related departments to ensure timely delivery and execution of customer special orders. Develops, recommends, and implements processes that streamline special order execution and delivery.

  • Provides oversight and guidance to Social Media Response team responsible for handling all social media inquiries, comments and questions from customers. Provides training for seasonal staff. Measures adherence to Service Level Agreements (SLAs) for the team and reports on trends and issues requiring resolution.

  • Oversees Home Delivery post-delivery experience team responsible for contacting customers to survey their delivery experience. Works with Marketing Insights to develop survey questions and vehicle to be used to capture and score responses and provide actionable feedback to delivery team management. Works with Human Resources to provide feedback related to training requirements. Responsible for managing appeasements to customers as warranted.

  • Maintains Ship to Store program by adding new stores to the program working with E-Commerce team. Respond to store issues such as lost packages, non-delivery and provides direction to Customer Contact Center (CCC) for appropriate action. Works with FedEx and DHL to ensure program is executed in alignment with our Premier Customer Service model.

  • Works with internal and external partners to help in the planning of key corporate events where customer experience programs and resources are required. Works to drive and enhanced internal customer experience with Merchandising business partners.

  • Develops and maintains metrics for measuring results of various programs and customer engagement.

  • Partners with other departments within the Enterprise as necessary when developing programs and value added services. Works collaboratively with internal and external partners to achieve goals.

  • Develops procedures, policies and instructions related to value added services to ensure a consistent flow and connection throughout the enterprise.

Performs other duties as assigned. Reports to Senior Director, Customer Experience.

Incumbent of this position must file a Financial Disclosure Report (OGE) Form 450 as required Qualifications: Total of 7 years of experience consisting of the following:

GENERAL EXPERIENCE: 3 years of experience that was gained in administrative support, and/or retail, or other related responsible work that enabled the applicant to gain management knowledge of program management and customer experience; skill in dealing with others in person-to-person work relationships; and the ability to exercise mature judgment

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE : 1 year of academic study above the high school level may be substituted for 9 months of experience, up to a maximum of a 4 year bachelor's degree for 3 years of general experience.

AND SPECIALIZED EXPERIENCE: Minimum of 3 years of progressively responsible experience in program management, strong analytical skills, effective verbal and written communication skills, and use of computers including Microsoft products and/or retail management systems. Job: E-Commerce