VQ INC
Director of Brand Experience
VQ INC, Holland, Michigan, United States, 49423
Tommy’s is looking for a Director of Brand Experience to ensure the Company is putting its best foot forward for potential and existing guests focused on the achieving the best and consistent overall experience associated with the Tommy’s Express brand.
What can Tommy's offer you?
Base pay and eligibility for annual profit-sharing bonus
Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
401k match and complimentary financial planning services
Paid time off and paid holidays
Opportunity for continued education and tuition assistance
Valuable learning and development program
Significant ability to grow internally for motivated and strong performing team members
Fun, energetic, family-oriented work culture with an emphasis on team member morale
Growing nationwide brand / presence
Position Responsibilities:
Develop and implement innovative strategies to enhance guest experience across all touch points from on-site retail through guest support
Partner with cross-functional leaders to define and execute strategies to improve and enhance customer experience
Analyze customer data and trends to identify opportunities for service differentiation that create a competitive edge
Conduct thorough market research and data to anticipate future trends, identify disruptive technologies, and support ongoing improvement in the wash experience
Define and track key performance indicators (KPIs) to measure success as well as analyze data to identify areas for improvement and iterate constantly on strategies
Lead Guest Services team ensuring a positive experience for every guest
Collaborate with other leaders and provide input on guest-facing projects, programs, technology within retail marketing, digital, and technology
Other duties as assigned; duties and responsibilities may change at any time with or without notice.
Position Qualifications & Candidate Attributes:
Bachelor's degree in marketing, communications or related field
Proven track working in the retail guest experience industry and has examples of how work impacted the business 7+ years’ of management experience with ability to build and manage a department
Proficient with technology; experience within database systems or Zendesk a plus
Excellent written and oral communication skills
Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
Strong organizational and time management skills; ability to multitask and prioritize workload
Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
High level of integrity and dependability with a strong sense of urgency and results-orientation
Views customer care as high priority; exhibits a positive can-do attitude
Displays a strong initiative and drive to identify gaps and fill them
Work Environment and Physical Demands
This job operates in a professional office environment. Office hours are Monday through Friday from 8:00am - 5:00pm. This position has limited travel expectation and may incur varying work environments and physical demands operating in all areas of the car wash facility, including both indoor and outdoor work at times.
To successfully perform the essential functions of this job, team member must be able to:
Work and commute in all weather conditions
Able to effectively communicate, listen, detect, converse with, discern, convey, express oneself and exchange information
Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers
Work in a fast-paced environment where they will often be multitasking
Move about inside the office to access and use standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.
Constantly operate a computer and other office productivity machinery such as keyboard, copy machine and printer
Remain in a stationary position 50%+ of the time, alternating between sitting and standing
Ability to move and lift up to 30 pounds
Drive between company locations and/or clients, vendors or suppliers as needed while on job
Stand and move about inside fast-paced car wash environment
Tolerate vibrating tools and louder than normal work environment at times
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What can Tommy's offer you?
Base pay and eligibility for annual profit-sharing bonus
Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
401k match and complimentary financial planning services
Paid time off and paid holidays
Opportunity for continued education and tuition assistance
Valuable learning and development program
Significant ability to grow internally for motivated and strong performing team members
Fun, energetic, family-oriented work culture with an emphasis on team member morale
Growing nationwide brand / presence
Position Responsibilities:
Develop and implement innovative strategies to enhance guest experience across all touch points from on-site retail through guest support
Partner with cross-functional leaders to define and execute strategies to improve and enhance customer experience
Analyze customer data and trends to identify opportunities for service differentiation that create a competitive edge
Conduct thorough market research and data to anticipate future trends, identify disruptive technologies, and support ongoing improvement in the wash experience
Define and track key performance indicators (KPIs) to measure success as well as analyze data to identify areas for improvement and iterate constantly on strategies
Lead Guest Services team ensuring a positive experience for every guest
Collaborate with other leaders and provide input on guest-facing projects, programs, technology within retail marketing, digital, and technology
Other duties as assigned; duties and responsibilities may change at any time with or without notice.
Position Qualifications & Candidate Attributes:
Bachelor's degree in marketing, communications or related field
Proven track working in the retail guest experience industry and has examples of how work impacted the business 7+ years’ of management experience with ability to build and manage a department
Proficient with technology; experience within database systems or Zendesk a plus
Excellent written and oral communication skills
Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
Strong organizational and time management skills; ability to multitask and prioritize workload
Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
High level of integrity and dependability with a strong sense of urgency and results-orientation
Views customer care as high priority; exhibits a positive can-do attitude
Displays a strong initiative and drive to identify gaps and fill them
Work Environment and Physical Demands
This job operates in a professional office environment. Office hours are Monday through Friday from 8:00am - 5:00pm. This position has limited travel expectation and may incur varying work environments and physical demands operating in all areas of the car wash facility, including both indoor and outdoor work at times.
To successfully perform the essential functions of this job, team member must be able to:
Work and commute in all weather conditions
Able to effectively communicate, listen, detect, converse with, discern, convey, express oneself and exchange information
Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers
Work in a fast-paced environment where they will often be multitasking
Move about inside the office to access and use standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.
Constantly operate a computer and other office productivity machinery such as keyboard, copy machine and printer
Remain in a stationary position 50%+ of the time, alternating between sitting and standing
Ability to move and lift up to 30 pounds
Drive between company locations and/or clients, vendors or suppliers as needed while on job
Stand and move about inside fast-paced car wash environment
Tolerate vibrating tools and louder than normal work environment at times
#J-18808-Ljbffr