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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

JOB SUMMARY:

Responsible for the direct oversight of the banner project managers who manage all banner specific communication and tasks in partnership with the banner support team which includes banner leadership, the Banner Value Proposition Director and the Field Procedures Director. Leads banner social commerce efforts focused on delivering a unified customer experience regardless of where they are in their purchasing journey. Focused on driving Customer Obsession while continuing to support a People First environment. Oversees the development and maintenance of banner Field Operations social commerce strategy and implementation; measuring and analyzing the effectiveness of social media campaigns; identifying best practices and emerging trends/tools in social commerce; providing recommendations for further expansion or modifications in the social space; educating the field organization and effectively communicating the learnings, insights, and opportunities of social commerce to Operations management.

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

Vision and Purpose

Focused on delivering a unified customer journey in partners with the Director of Social Media & Strategy, Digital and Banner teams. Contributes to vision, strategy, and execution for social commerce as a significant (and ever-growing) revenue generator. Directs, plans, and administers the field’s social commerce strategy. Supports initiatives that deliver an excellent customer experience meeting the customer where they are. Partners with business partners to develop and deliver resources to aid team members in getting on the customer’s agenda in a relevant and impactful way. Supports the development of life-time relationships with customers and aides in the delivery of a best-in-class customer experience. Develop and manage a team focused on driving social selling and clienteling across all store locations by leveraging social media platforms and creative content.

Critical Thinking

Develop and manage a comprehensive Clienteling strategy to engage new customers and re-engage existing customer on their journey and to be relevant on the customer’s agenda. Partner with business partners to implement the needed technical aspects, create and maintain a layered Customer Data Platform that tracks and predicts customer’s potential needs and interests allowing for proactive customer engagement and improved conversion rates. Leverage data to drive improvements, manage activity and to chart the work roadmap.

Customer Obsession

Drive excellence in all customer contacts through advanced strategies and initiatives that are focused on the customer experience. Uses multi layered resources that to support the customer on their journey delivering relevant options in a timely cadence. Provides the tools to support team members in creating long term, sustained relationships with customers.

Employee Experience

Oversees a banner project team responsible for managing the store workload and providing necessary communications that are clear, concise and understandable. Ensures that banner store locations are set up for success with reasonable responsibility levels and the tools and resources needed to deliver on goals. Provides the tools to support team members to easily monitor and manage the relationships and supporting behaviors.

Diversity, Equity, and Inclusion

Responsible for maintaining a positive, professional work atmosphere in which team members can bring their full self to work and want to do their best. Ensure all team members are treated with respect and valued for their contribution. Demonstrates the ability to communicate, understand, and empathize with others.

Innovative Action

Partners with vendors and business partners to build the corporate strategy around Clienteling and social commerce and aligns investments and resources needed to go with it. Leverages creative commerce to drive strategies across banners and strives to identify trends and best in class techniques to consistently deliver a fresh, innovative experience. Liaison between Social Media teams, Corporate/Legal, and Field Operations on emerging social media concerns and providing strategic vision/direction where/when needed.

Performance Excellence

Oversees all elements related to social commerce, Clienteling end to end banner specific projects and communications. Consistently deliver Operational excellence and strong metrics of clear, timely, and winning executions.

POSITION QUALIFICATIONS:

Education Required: Bachelor’s Degree required or comparable job experience

Required or Acceptable Job-Related Experience: Retail and/or Operational experience, management experience

Years of Job-Related Experience Required: At least 5 years relevant experience. Must have recent 2+ years’ experience project management experience. Minimum 4 years’ management experience leading department including hiring, developing, motivating, and directing people as they work.

Technical/Other Skills Required: Ability to lead others to implement strategies and processes to accomplish business results. Demonstrated enthusiasm and commitment to change processes. Ability to interpret data to create improvement plans. Computer literate with advanced proficiency in MS Office and other related business, technology, and communication tools. He/she should possess advanced presentation skills to train, develop and engage their direct reports in-person as well as a virtually. Possess strong interpersonal skills to build relationships of trust and respect with their direct reports and business partners. Strong problem solving and conflict management skills to support internal and external customers. Ability and experience managing projects from conception to implementation and ongoing feedback loops. Ability to present themselves in a professional manner while communicating via email, social media, video conference, telephonic and text. A flexible working style and an ability to work independently and with teams. Ability to maintain a high level of confidentiality.

Additional Language(s) Required: Multi- lingual skills are a plus

BENEFITS & PERKS:

• Competitive healthcare, dental & vision insurance
• 401(k) matching after one year of employment
• Generous time off + company holidays
• Merchandise discount
• Learning & Development programs
• Much more!