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Lead, Customer and Employee Experience

Under Armour

Baltimore, Maryland
posted February 11, 2021

Under Armour is seeking a Customer and Employee Experience Lead to join a growing, passionate, and results-oriented store operations team. This customer and teammate centric position will be accountable for developing, evolving, and measuring a best in class store experience within our North America stores. The right individual will have a strong background in retail operations and customer service as well as thrives with creative asks for retail challenges and/or innovations. This individual looks for new ways to improve retail teammate engagement and is passionate about developing and maintaining recognition, incentives, and training. Additionally, they will be a part of the creation and implementation of Front of House Operations standards by taking partnerships, providing clear communication, and driving accountability, while keeping the customer service/ experience their primary focus.

Essential Duties & Responsibilities

•    Support and measure the service model while looking for trends and ways to enhance the customer journey.
•    Continually improve and design the customer experience to reflect Under Armour Vision and Mission Statement and strategic objectives.
•    Coordinate with the Learning & Development team on all training impacting the store teams.
•    Lead major internal teammate events that build teamwork, engagement, and set clear goals and focuses.
•    Assist in new innovative experiences with the teammates and customers experience lens.
•    Partner with the customer service call center to streamline feedback.
•    Collaborates in building and maintaining reward and recognition programs for retail teammates.
•    Establish and evolve operations processes for all front of house and experience programs.
•    Manage relationships with current vendors, and initiate contracts with new companies as needed.
•    Understand when to raise issues to leadership for further input and support.
•    Measure the effectiveness of all experience initiatives and drive accountability.
•    Assume all additional related responsibilities as assigned.

Qualifications (Knowledge, Skills & Abilities)

•    Passion for the UA brand; must embody the UA culture and believe in the company spirit. Be an aspirational leader that always represents Under Armour.
•    Strong interpersonal skills with the ability to build partnerships and have excellent verbal, written, and presentation skills; ability to communicate down, across, and up within the organization.
•    Experience working in a cross-functional environment, including the ability to gain buy-in from stakeholders and teammates, and offer feedback as needed.
•    Proven ability to handle multiple tasks and differing priorities in a constantly changing and demanding environment using excellent organizational, communication, influence, and project management skills.
•    Organized and detail-oriented.
•    Creative thinker. Enjoys thinking outside the box and creating new experiences internally and externally.
•    Able to overcome adversity, deal with ambiguity, and act quickly and decisively.
•    Results-oriented; willingness and ability to follow-through & make informed decisions, complete tasks, and problem solve.
•    Strong customer focus; passion for providing a high level of service; anticipates customer needs and continuously searches for ways to increase customer satisfaction and improve processes.
•    Strong business acumen and knowledge of store workload, tools, and processes.
•    Computer and technology proficient. Additionally, the ability to learn and adapt to new technical systems and tools.

Education And Experience

•    BA/BS from a 4-year program.
•    3-5 years of retail and/or customer service experience preferred.
•    Corporate retail operations experience preferred.