Omnichannel Project Manager Jobs

JOB REQUIREMENTS:

5+ years project management experience in omnichannel / online / retail projects

DESCRIPTION

The Omnichannel Manager is responsible for enhancements of the Omnichannel customer journey in North America (NA). This individual is responsible for improving the Omnichannel experience, as well as work on implementing capabilities for brands and markets.

The Omnichannel Manager reports to the NA Omnichannel Director and has the following responsibilities:

• NA primary contact responsible for defining and optimizing specific aspects of the Omnichannel customer experience (Offline/online alignment, CRM, etc.)
• NA primary contact for one or several types of Omnichannel initiatives (Loyalty programs, in-store and digital services, BOPIS and High Touch Services.)
• Lead implementation of Omnichannel projects, from business kick off to go live, by tailoring Global tools to NA brands & markets’ needs.

KEY RESPONSIBILITIES:

NA contact for multiple initiatives:

• Assist Omnichannel project managers in onboarding on these initiatives
• Know how to manage all steps of the implementation and be able to manage these types of projects in autonomy
• Prepare and lead follow-up calls / steering committees to give visibility on projects progress, plannings, risks, issues and decisions to be taken
• Be able to communicate on results, learnings and best practices
• Point of contact and implementation expert for key initiatives to our partner teams (Brands, IT, Online, Legal, CRM, affiliates, etc.)
• Create reference documents that describe the implementation phases and that can be reused for all future projects
• Anticipate risks, blockers and next steps with limited supervision
• Know the key business drivers, KPIs reports available and benchmarks of live initiatives
• Identify pain points and work with partners teams on long term solutions

Lead Omnichannel projects:

• Be the business key contact of all project stakeholders (brands and markets, IT, online, CRM, legal, etc.) and make sure to share with them the planning, risks and project updates on a regular basis
• Prepare and lead the business kick off of these projects
• Share visibility to own manager on project progress, blockers and needs to make projects move forward
• Organize all business-related workshops and meetings with the objective to gather all documents needed to start the production (business requirements, customer journey documents, business case, etc.)
• Be involved in all project steps and lead the business-related topics (business requirements gathering, creation of marketing strategy, alignment on training strategy, creation of emails, developments QA, Go/No-go decision, launch preparation, post-launch QA) making sure that the right partner teams are involved

NA primary contact responsible for defining and optimizing specific aspects of the Omnichannel customer experience:

• Benchmark the competition
• Lead follow-up calls to give visibility on projects progress, plannings, risks, issues and decisions to be taken
• Deep dive into brands and markets results, identify opportunities and engage with key contacts to implement best practices and significantly improve long term results
• Together with the Omnichannel Director and the Omnichannel Managers understand the challenges and key success factors related to the Omnichannel customer experience
• Synthesize data and the outcome of work done and translate it into meaningful recommendations to inform brands decisions
• Define workstreams and involve all relevant stakeholders to orchestrate the work to be done
• Continually develop new innovative ideas and identify opportunities to improve the omnichannel customer journey

Continuous enhancement of existing capabilities :

• Analyze the Omnichannel performance and identify low and best performers
• Guide low performers with actionable plans in place to improve the performance
• Create guidelines and playbooks to cascade all of our recommendations and tips to the brands/markets
• Identify best practices within our brands and markets, but also outside of the company
• Work on enhancements projects in partnership with technical and business teams

In addition to these main responsibilities, the Omnichannel Project Manager will also have secondary responsibilities:

• Scope new initiatives and lead the launch of pilot projects in the NA
• Lead the analysis, building clear and comprehensive models to drive insights for business
• Support temporary lead on additional initiatives in team member’s absence
• Build executive presentations showcasing insights from this analysis

Qualifications

• Results orientated and data driven
• Excellent organizational and analytical skills required
• Strong experience in project management - Minimum 3 years working as Project Manager on omnichannel / online / IT / retail projects
• A positive, can-do attitude is key
• Self-starter, proactive, flexible and able to handle a multitude of projects at one time while well prioritizing tasks
• Curiosity
• Ability to deliver clear messages to a business and technical audience
• Ability to adapt to various audiences / types of projects
• Team player

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.