Experienced Client Experience Lead - Physical Retail Operations

Join the Team at blithequark: Revolutionizing Home Shopping through Exceptional Customer Experience

blithequark, a pioneer in the online home shopping industry, is seeking a highly skilled Client Experience (CX) Lead to oversee the physical retail operations across its diverse portfolio of brands, including blithequark, AllModern, Birch Path, Joss and Primary, and Perigold. As a CX Lead, you will play a pivotal role in shaping the in-store experience, driving customer satisfaction, and contributing to the company's long-term omnichannel strategy. This is a unique opportunity to make a tangible impact on the retail landscape and be part of a dynamic team that values innovation, customer-centricity, and collaboration.

About blithequark

blithequark is one of the world's largest online destinations for the home, with a global presence and a commitment to industry-leading technology and innovative problem-solving. The company is dedicated to redefining the way people shop for their homes, offering a wide range of products and services that cater to diverse tastes and preferences. With a strong focus on customer experience, blithequark aims to create a welcoming and inclusive work environment that fosters growth, learning, and creativity.

Job Summary

The Client Experience Lead will be responsible for developing, implementing, and executing customer experience strategies to drive customer satisfaction, loyalty, and long-term business results across all physical retail locations. This role will serve as the "voice of the customer," collaborating with cross-functional teams to ensure that customer needs and feedback are integrated into business decisions. The successful candidate will be a strategic thinker with a proven track record of delivering results in retail customer experience, excellent communication skills, and the ability to work effectively with senior stakeholders.

Key Responsibilities

• Develop and implement a comprehensive retail customer experience vision and strategy in collaboration with retail and brand authorities across all blithequark brands.
• Create customer experience metrics and OKRs to measure progress against customer experience goals in stores, and establish CX feedback loops to report on these metrics.
• Identify areas of opportunity to improve the customer experience in stores and prioritize initiatives to drive business results.
• Secure buy-in from cross-functional teams on a case-by-case basis to deliver OKRs and drive customer-first thinking across the organization.
• Lead, manage, and develop a small team of direct reports, providing guidance and support to ensure their growth and success.

Requirements and Qualifications

Essential Qualifications:

• Bachelor's degree in a relevant field (e.g., business, marketing, customer experience).
• 5+ years of experience in retail customer experience, with a proven track record of delivering results across cross-functional teams.
• Strong business acumen, analytical skills, and problem-solving abilities.
• Excellent communication and interpersonal skills, with the ability to work effectively with senior stakeholders and influence decision-making.
• Experience defining and executing strategies that drive business results and deliver measurable value.

Preferred Qualifications:

• Experience working in a retail environment with multiple brands and locations.
• Knowledge of customer experience metrics and OKRs, and experience with CX feedback loops.
• Strong leadership and management skills, with experience developing and managing high-performing teams.
• Familiarity with industry trends and best practices in customer experience and retail operations.

What We Offer

At blithequark, we value our employees and offer a range of benefits and perks to support their growth and well-being. These include:

• Competitive salary: $35-45 per year.
• Opportunities for career growth and professional development.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Flexible work arrangements, including remote work options.
• Inclusive and dynamic work environment that fosters creativity and collaboration.

Why Join blithequark?

blithequark is a company that values innovation, customer-centricity, and collaboration. We believe that our employees are our greatest asset, and we are committed to creating a work environment that is welcoming, inclusive, and supportive. By joining our team, you will have the opportunity to:

• Make a tangible impact on the retail landscape and contribute to the company's long-term success.
• Work with a diverse and talented team of professionals who share a passion for customer experience and retail operations.
• Develop your skills and expertise through training and development programs.
• Enjoy a range of benefits and perks that support your well-being and growth.

How to Apply

If you are a motivated and experienced professional with a passion for customer experience and retail operations, we encourage you to apply for this exciting opportunity at blithequark. Please submit your resume and cover letter, and our team will be in touch to discuss your application.

We are an equal opportunities employer and welcome applications from diverse candidates. We are committed to creating an inclusive work environment that values and respects the contributions of all employees.

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