We’re building something new in Victor, NY. A destination devoted to sports. A place where the community will gather and be inspired. To create this new experience, we’re building a leadership team that will dream big, obsess over the athlete (our customer), inspire teammates and challenge every ‘normal’ thing about retail.
This is a new role for a new type of experience – we’re seeking someone to guide us with Human Centered Design. This opportunity has never existed, because the work we’re doing is beyond anything retail has ever seen. Think about a role where you are creating the most innovative, customer obsessed experience – ever – in retail, and frankly in any customer focused industry.
This person will focus on creating an environment where innovation is thriving – every day at the new Victor, NY store.You’ll have the opportunity to ideate, test, analyze – do it all again, and again, and again. Resulting in retail breakthroughs that will change the game. Think of this role, in this new store as an incubator leader. Leading the charge of disrupting retail in ways we never thought of. Yes, this is big stuff. If you’re ready for the most rewarding challenge of your career – we can’t wait to meet you.
The role you’ll play:
Lead the planning and execution of unique test/pilot activities focused on innovation and continuous improvement in support of the optimal Athlete Experience, drawing analysis and building recommendations to ensure continuous innovation.
Monitoring data trends and economic performance metrics to advise on strategies that will achieve athlete experience excellence.
Work closely with other operational team leaders at the Victor, NY store and at the Customer Support Center to strategize agile process improvements and key areas of focus that support our new retail experience.
Distill the large amount of insights, data, and requests into an actionable roadmap inclusive of customer and business partners needs to build both incremental and innovative experiences for our athletes.
Ensure a business outcome is achieved and athletes receive an experience that provides a unique value/feeling worth returning to. Requires a solid understanding of the inter-relations of our business – financial, marketing, sales, legal, partnerships, customer service, stores, technical capabilities, user experience. K
Know the numbers, competitors, who is doing what, the next big thing, suggesting innovative ideas and constantly striving to increase revenue and conversion are primary responsibilities for your role.
Provide regular reporting to executive management along with strategies to constantly improve the numbers, hit revenue goals, and maximize return on investment.
Make tough decisions, whether it is a go/no-go decision, balancing risks versus reward, pros/cons, dependencies, cost/benefit analysis, or ROI of resource investment. Stand behind your decision with facts and data. Must be able to recognize when to change course and reverse a decision, subscribing to the philosophy of learning fast, and moving on.
Provide outstanding teammate training and coaching on innovation test and roll outs. Facilitate training workshops, conduct role play exercises, and reinforce learning absorption.
Adhere to established policies and procedures related to safety, loss prevention and standard operating procedures, as well as to laws and guidelines of external governing entities.
Responsible for building a world-class team, including attracting, selecting, coaching and developing hyper-engaged teammates. This includes partnering closely with your HR partner to create and nurture a team that will deliver the highest level of innovation.
Our teammates go beyond the expected, providing genuine, helpful and friendly service to help athletes perform at their best and enjoy their sport.
COMMITTED TO INCLUSION & DIVERSITY.
We actively seek to create an inclusive and diverse workforce, reflecting the communities we serve. Doing so strengthens our ability to serve all our athletes and drive innovation and growth.
HAVE A PASSION FOR SPORTS.
We believe that sports make people better and we’re determined to be the best sports company in the world. Whether you’re an athlete or sports enthusiast, we bring our passion for the game into everything we do.
GET BETTER EVERY DAY.
The journey is never over. We know that to be the best, we must get a little better each day. We focus on delivering 1% more in everything we do.
What we’re looking for
Bachelor’s degree in Business, Management, Communications, Technology or related area
5+ years of leadership experience 3+ years of proven test/learn, lean work experience
Solid understanding of user-centered design processes and ability to balance customer needs with business goals in developing solutions
A passion for relentless improvement, embracing and driving positive change
Experience analyzing data and creating captivating outputs
Experience presenting to executive leaders
Project management experience
Proven business leader mindset
Excellent communication, project management, operations and organizational skills
A proven track record of leading a customer-first team
Strong relationship building experience
This role will have 3 director reports: 2 Product Managers, 1 UX Designer