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Sr Manager - Customer Promise Execution/Operations

📁
Supply Chain
📅
216911 Requisition #

As the Sr. Manager 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’ll partner 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: 

  • In partnership with the Global Supply Chain Leadership Team and key partnering teams, defining AEO’s “Customer Promise” to ensure that orders are consistently excellent on all pertinent factors (i.e., on time, complete, no damage, proper packaging, no cancellations, etc.); working with internal/external teams to measure results and identify areas of opportunity on a continuous and ongoing basis in order to drive revenue 
  • Developing the appropriate KPIs and feedback tools that help us arrive at/analyze customer insights/trends; seeking out new reporting channels and feedback avenues to quantify and validate insights; using these data sources to guide the optimization of current processes as well as define future process/business strategy; closely partner with various internal/external operational teams to influence key changes that improve customer experience  
  • Reviewing overall supply chain/fulfillment performance by area through the lens of our “Customer Promise”; for example, delivery/transportation metrics including carrier issues, packing accuracy at the fulfillment level including damaged or wrong items and shipping SLAs (DC/Boss/BOPIS), overall ease of customer use from a returns/tracking/digital perspective, etc. 
  • Leading and driving key projects that improve AEO’s customer delight; working closely with internal/external subject matter experts to perform in depth analysis and drive valuable recommendations back to the business; effectively influencing teams to enact new steps to communicate with and delight the customer by leveraging the Customer Promise framework
  • Providing on-going operational support (addressing questions/problem resolution) to ensure customer orders are being fulfilled accurately and in a timely manner; overseeing and monitoring the flexible fulfillment process on a daily basis, ensuring a great customer experience every time              
  • Collaborating with AEO Technology/Supply Chain teams to resolve system issues/opportunities; providing input into prioritization and the need for continued enhancements per the “Customer Promise”, etc.
  • 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 liaison between AEO Customer Relations/Fraud teams and Global Supply Chain teams on relevant topics/issues; working to support questions, facilitate communication and provide feedback as needed 
  • Serving as a liaison between Global Supply Chain teams and Digital/Marketing teams on relevant issues pertaining to relevant topics/issues as needed; for example, artwork changes to DC supplies, holiday shipping guides and cadence/cutoff dates, etc. 
  • Supporting peak planning efforts to ensure successful holiday performance and customer delight; driving and delivering training initiatives (as needed) around “Customer Promise” to assist in fulfillment accuracy 
  • Monitoring customer issues related to order fulfillment through flexible fulfillment; escalating items of concern to the appropriate teams/parties 
  • Fostering collaborative relationships with various leaders and serving as a role model leader for the organization; displaying thought leadership and alignment with the Company’s strategies and core values
  • Driving supply chain efficiency/effectiveness as well as solutions to meet ever-changing customer service expectations; pushing innovative solutions for the betterment of our Customers as well as in support of the overall business strategy
  • Ensuring effective expense management and development/implementation of strategies to drive reductions in costs while maintaining or improving service level to customers
  • Leveraging insights from various areas of the business to inform planning processes; leading a team of individual contributors to carry out their responsibilities in a timely an accurate fashion 
  • Leading and coaching direct reports through a wide array of topics to ensure proper tactical execution of the strategy; providing expertise on complex topics, leaning on prior experiences and know-how to guide others to meet or exceed goals; championing the development of associates
  • Other projects and responsibilities as assigned

 QUALIFICATIONS:

 

  • Bachelor’s Degree in Business Administration, Supply Chain/Logistics or related field
  • Advanced degree (MBA, Master’s) preferred
  • 6+ years’ experience in specialty retail, customer service and/or distribution
  • Prior experience with Order Management Systems (particularly Sterling Commerce) strongly desired
  • Prior managerial/supervisor experience
  • High degree of proficiency MS Office Suite, Outlook & Internet applications
  • Strong analytical prioritizing, interpersonal, problem-solving, organizational and presentations skills
  • Excellent verbal and written communication skills
  • Demonstrated collaborative skills and ability to work well within a team
  • Ability to work with and influence peers and senior management
  • Ability to work in a fast-paced and deadline-oriented environment
  • Self-motivated with critical attention to detail, deadlines and reporting

 

American Eagle Outfitters is an Equal Opportunity Employer

 

 


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