Director of Experiences

Company: Bridgestone Americas
Location: Nashville
Posted on: June 25, 2022

Job Description:

Company OverviewWherever you work and whatever role you fill, when you represent the Bridgestone name you know that you are a valued teammate who is part of our larger mission to "Serve Society with Superior Quality." We start by offering each teammate more than just a salary. We provide formal training, competitive performance incentives, paid vacation and holidays, healthcare packages for full-time and part-time employees, and a 401k plan to help build your future.We believe people can only provide superior service and quality to others when they are allowed to bring their whole selves to work and know they are supported. We believe in championing all perspectives, individuals and teams because we understand the importance of seeing the world and our business through many different lenses. We are building a team as diverse as the world we serve. So, show us what you're made of. Show us the smart stuff, the tough stuff, the bold, beautiful and brave stuff. Because who you are is what we need.Bridgestone Americas, Inc. is headquartered in Nashville, Tennessee and is the U.S. subsidiary of Bridgestone Corporation headquartered in Japan. Bridgestone Americas and its subsidiaries develop, manufacture and market a wide range of Bridgestone, Firestone and associate brand products to address the needs of a broad range of customers and industries.Job CategorySales & MarketingPosition SummaryBridgestone Retail Operations, LLC operates more than 2,200 stores and employs over 21,000 teammates nationwide. Our locations include the Firestone Complete Auto Care, Tires Plus, Hibdon Tires and Wheel Works brands. This role exists to strategize, develop, and optimize all in-store and online experiences for the Bridgestone Retail Operations customer (and by extension, our store teammates). The ideal candidate is a natural leader and collaborator with a highly skilled team, agency partners, and the wider retail organization. This role thrives by collaborating with other functions, evangelizing on behalf of the customer, and increasing customer conversions at every touchpoint.ResponsibilitiesKey Responsibilities

• Leads the development and overall management of all the organization's digital platforms: websites, apps, supporting systems, online presence, etc.
• Leads our omnichannel marketing strategy, including email, SMS & push messaging touchpoints for customer lifecycle and nurture-based communications.
• Leads our phone and appointment management programs, supporting improved conversion and better customer service at every lead touchpoint.
• Develop our in-store experience strategy in partnership with our real estate and operations teams, supporting both functional, workflow improvements and new experiential innovations.
• Strives to increase our customer satisfaction scores while improving overall lead conversion and customer count with detailed measurement frameworks.
• Evangelize customer experience initiatives and success criteria across our operations, IT, education, field, and leadership functions.
• In partnership with insights and other team functions, creates customer journey maps outlining our process workflows and identifies optimization areas at moments in the journey for key customer types.
• Maintains a roadmap of capabilities, processes, and functionality to prioritize valuable efforts and team initiatives.
• Identifies trends, understands new technologies and customer behavior shifts and aligns these with business objectives to create new and innovative experience opportunities.
• Partners with consumer insights, brand activation, operations, IT and other teams to understand target customer expectations and store/technology realities, in order to create consistent and effective experiences.Qualifications & Experience
  • Minimum of 10 years' experience required in customer experience, retail/in-store experience, UX strategy, or other relevant areas of focus.
  • Experience with conversion optimization, phone process management, customer journey mapping, or relevant experiences.
  • Demonstrated leadership abilities that include excellent organizational and communication skills, motivating teams, maintaining a strong customer focus.
  • Experience in retail environments a plus.Minimum QualificationsBachelor's degree ; 10+ years of relevant experience including 7+ years management or leadership experience
    Or Master's degree; 8+ years of relevant experience including 5-7 years management or leadership experienceBridgestone is proud to be an Equal Employment Opportunity / Affirmative Action employer. It is our policy to consider for employment all individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, veteran status, or any other characteristic protected by federal, state or local law.Employment EligibilityIf hired, a Form I-9 Employment Eligibility Verification must be completed at the start of employment. Temporary work authorization or the need for sponsorship may disqualify you from employment.

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