, New York

Requisition ID: 295425 
Position:Full-Time

 

Oakley, Inc. is a sport and lifestyle brand, driven to ignite the imagination through the fusion of art and science. Building on its legacy of innovative, market-leading optical technology, the company manufactures and distributes high performance sunglasses, prescription lenses and frames, goggles, apparel, footwear, and accessories.

 

The essence of the brand is communicated through hundreds of professional and amateur athletes who depend on Oakley products to provide them with the very best while they redefine what is physically possible.

 

Oakley Retail is part of Luxottica, a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to other global brands like Ray-Ban and many of the top fashion house brands. Our leading retail brands include; LensCrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

 

GENERAL FUNCTION

Responsible for creating and leading the strategies that encompasses all customer interactions. 

 

Demonstrate the ability to drive deeper understanding of In-store operations and identify opportunities to improve the customer experience.

 

Provide strategic direction for customer experience initiatives to achieve brand goals.

 

This role will seek out and implement best-in-class practices for customer experience and methodologies. 

 

MAJOR DUTIES AND RESPONSIBILITIES

Manage Medallia data, analytics and customer insights for Oakley O Stores and Oakley Vault

  • Collect, analyze and interpret customer interaction data to identify requirements and information useful in optimizing customer experience
  • Identify customer pain points and provide recommended action plans and status updates on progress
  • Champion the customer throughout the customer lifecycle, balancing customer needs with business requirements and presenting a compelling case for internal change and improvements to the business
  • Create a sustainable competitive  advantage by focusing on the customer
  • Educate Oakley leadership about what customers think to deliver improvements to customer experience and profitable growth
  • Advocate new business ideas to improve sales and customer experience

Operations Management

  • Assist in leading and managing store operations and policies & procedures
  • Drive improvement of tools and systems and execution of operational efficiency
  • Build and foster collaborative relationships with store and field leadership and CSC departments to stay informed and aware of new initiatives and business processes that impact the customer experience.

Project management

  • Coordinate internal resources and third parties/vendors for the flawless execution of projects
  • Ensure that all projects are delivered on-time, within scope and within budget
  • Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
  • Develop a detailed project plan to monitor and track progress
  • Manage changes to the project scope, project schedule and project costs using appropriate verification techniques
  • Research current trends used to attract customers into store; partner with brand to test and introduce innovative methods
  • Understand the strength of the company’s competitors, analyze factors influencing sales in the industry and determine which products, services, or initiatives will likely experience growth.
  • Meet with business analyst to monitor effectiveness of pilots/programs

 

BASIC QUALIFICATIONS

  • 5+ years business experience
  • Bachelor’s degree or equivalent in related field
  • Strong leadership and interpersonal skills
  • Ability to think strategically and creatively
  • Ability to navigate and make decisions without clear direction
  • Excellent communication skills
  • Equally effective in strategy and execution

 

PREFERRED QUALIFICATIONS

  • Know the Medallia system and dashboard
  • Has been a customer experience champion in prior role

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 or e-mail HRCompliance@luxotticaretail.com (be sure to provide your name and contact information for either option so that we may follow up in a timely manner). 

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.  Native Americans receive preference in accordance with Tribal Law.

, New York

Luxottica produces and distributes sun and prescription eyewear of high technical and stylistic quality to improve the well-being and satisfaction of its customers and at the same time create value for employees and the communities in which the Group operates. Every collection, every pair of glasses, is the result of an ongoing process of research and development whose aim is to anticipate and interpret the needs, desires and aspirations of consumers all over the world.

Founded in 1961 by Leonardo Del Vecchio, always involved in protecting eyes and optimising the look of men and women everywhere, the Luxottica Group is now a vertically integrated organization, producing and distributing prescription frames and sunglasses of high technical quality and style.

The constant attention paid to research and development, technological innovation, the adaptation to market evolutions in respect of people and the environment, have led Luxottica through worldwide expansion.

Production

Product design, development and manufacturing take place in Luxottica’s six production facilities in Italy, three factories in China, one in Brazil and one sport sunglasses production facility in the United States. Luxottica also has a small plant in India serving the local market.

Trademarks

The design and quality of Luxottica’s products and strong and well-balanced brand portfolio are known around the world. Proprietary brands include Ray-Ban, one of the world’s best known brands for eyewear, Oakley, Vogue Eyewear, Persol, Oliver Peoples, Alain Mikli and Arnette. Licensed brands include Giorgio Armani, Burberry, Bvlgari, Chanel, Coach, Dolce & Gabbana, DKNY, Michael Kors, Paul Smith, Ralph Lauren, Prada, Starck Eyes, Tiffany, Tory Burch and Versace .

Wholesale distribution

The Group’s wholesale distribution network covers more than 130 countries across five continents and has nearly 50 commercial subsidiaries providing direct operations in key markets. 

Retail distribution

Direct wholesale operations are complemented by an extensive retail network comprising over 7,000 stores worldwide as of December 31, 2014.

Luxottica is a leader in the prescription business in North America with its LensCrafters and Pearle Vision retail brands, in Asia-Pacific with the OPSM and Laubman & Pank brands, in China with the LensCrafters brand and in South America with the GMO brand. In North America, Luxottica operates points of sale for its retail licensed brands under the Sears Optical and Target Optical brands.

Additionally, Luxottica operates one of the largest managed vision care networks in the United States through EyeMed and the second largest lens finishing network, with three central laboratories, over 900 on-site labs at LensCrafters stores, a fully dedicated Oakley lab and an additional facility based in China dedicated to North American optical retail.

Luxottica has a global retail organization to support its sun and luxury retail brands including Sunglass Hut, ILORI and The Optical Shop of Aspen. The Sunglass Hut brand, in particular, has a global presence with stores in North America, Latin America, Asia-Pacific, South Africa, Europe and the Middle East.

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