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Supply Chain
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212791 Requisition #

As the Analyst of Customer Promise at AEO, Inc., you will be responsible for identifying, measuring and seeking out improvements in order to delight and deliver on our “Customer Promise.” You will use data driven KPIs and customer feedback tools in order to identify areas for opportunity across our order fulfillment. You will collaborate with various teams to incorporate these findings into future planning/business strategy. You will be responsible for continuously assessing and redefining business processes based on trends and customer feedback to deliver sound results - exceeding customer expectations, delivering innovation and enhancing customer delight.

 

Your responsibilities include: 

  • Executing the Customer Promise strategy; continuously identifying, measuring and seeking out improvements in order to delight the customer; working with internal/external teams to measure results and identify areas of opportunity on a continuous and ongoing basis in order to drive revenue 
  • Collecting, cleaning, and analyzing data and metrics in order to draw trends and insights to assist in future planning and process improvements; seeking out existing and new reporting/feedback channels to quantify and validate insights; assimilating findings and recommendations for presentation to leadership 
  • Developing, recommending and implementing new processes/enhancements to facilitate greater efficiencies within the department; creating continuous improvement initiatives for greater efficiency and customer delight
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  • Maintaining partnerships with Store Operations to ensure a continuous feedback loop with stores to update and disseminate best practices specific to BOSS/BOPIS fulfillment; relaying feedback and “need to knows” to ensure seamless store transitions for new initiatives/projects related to Customer Promise 
  • Serving as a communication liaison amongst Store Operations, AEO Customer Relations/Fraud teams and the Global Supply Chain teams on relevant topics/issues; working to support questions, facilitate communication and provide feedback as needed 
  • Supporting peak planning efforts to ensure successful holiday performance and customer delight; providing operational support when needed to ensure customer orders are being fulfilled accurately and on time 
  • Monitoring customer issues related to order fulfillment through flexible fulfillment; escalating items of concern to the appropriate teams/parties 
  • Other projects and responsibilities as assigned

 

QUALIFICATIONS:

 

  • Bachelor’s Degree in Business Administration, Supply Chain/Logistics or related field; advanced degree preferred
  • 0-3 years’ experience in supply chain operations
  • Strong analytical, problem-solving and operational planning skills; ability to identify trends within large data sets and make recommendations based on data analysis
  • Excellent verbal and written communication skills; demonstrated ability to explain logistical processes and problems to non-practitioners to arrive at workable solutions
  • Self-motivated and driven; ability to keep pace a fast and deadline-oriented industry/working environment
  • Experience with Transportation Management Systems (TMS) preferred
  • Certified in Supply Chain Management (CSCM) or LEAN/Six Sigma preferred

 

Our people come first. We employ more than 30,000 associates throughout the world and we believe that a truly diverse workplace is the result of an inclusive culture. It’s about more than simply bringing together people who are different, it’s about celebrating what makes us REAL.

 

We strive to be an employer of choice - a place where people are excited to come to work because they believe in what we do, enjoy working with each other, and have fun doing it. 

 

Learn more at www.AEO-Inc.com

 

American Eagle Outfitters is an Equal Opportunity Employer

 

 


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