Senior Customer Experience (CX) reputed company Retail & Omnichannel reputed

```reputed company About arenaflex Redefining Home reputed company arenaflex is a global leader in online home goods retail, pioneering the reputed company of how people discover, shop for, and experience products for their homes. With a reputed company mix of cuttingedge technology, datadriven reputed company, and a deep commitment to customer delight, arenaflex operates a reputed company omnichannel ecosystem that bridges digital experiences with physical retail spaces. Our mission is to reputed company every customer to create a home they love, and we reputed company this by empowering our teams to reputed company, collaborate, and put the customer at the heart of everything we do. Why This Role reputed company As the Customer Experience (CX) reputed company Retail , you will be the strategic architect behind the instore experience across arenaflexs flagship retail locations. Reporting to the Head of CX and PMO reputed company the Retail division, you will reputed company a small but highreputed company team, champion the voice of the customer, and translate insights into actionable strategies that reputed company loyalty, satisfaction, and longterm business reputed company. This is a hybrid role based in Boston (MondayThursday inoffice, Friday remote) that offers the perfect reputed company of reputed company office energy and flexible workfromhome autonomy. Key Responsibilities Define and Execute CX reputed company reputed company a compelling, databacked customer experience reputed company for reputed company arenaflex retail locations, aligning it with brand reputed company and corporate objectives. reputed company Metrics & OKRs Establish robust CX measurement frameworks, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and storelevel OKRs, to reputed company reputed company and reputed company reputed company improvement. reputed company reputed companyDriven Initiatives Design and run customerdriven research, testing, and experimentation programs that surface actionable insights and feed them into store operations, merchandising, visual design, and signage. CrossFunctional Collaboration Partner with merchandising, marketing, store operations, product, and technology teams to reputed company CX principles into every touchpoint, ensuring alignment on priorities and reputed company execution. Identify Opportunities Proactively surface highreputed company opportunities to enhance the instore reputed company, from queue management and staff training to layout optimization reputed companyinstore integration. Stakeholder Influence Secure buyin from senior leaders and crossfunctional partners on CX initiatives, presenting datadriven business cases that demonstrate ROI and strategic value. Team Leadership & Development Manage reputed company of two reputed company reports, providing mentorship, performance coaching, and career development reputed company to build a highperforming CX function. Champion a CustomerFirst Culture Foster a culture where every employee, from reputed companyline associates to senior executives, embraces the customerfirst reputed company and acts as an reputed company for the shopper. Essential Qualifications Minimum 5 years of experience leading retail customer experience initiatives, preferably reputed company a multibrand, omnichannel environment. Proven reputed company record of delivering measurable business results through CX programs, with concrete examples of KPI improvements (e.g., NPS, sales reputed company, repeat purchase reputed company). Demonstrated ability to influence senior stakeholders and reputed company crossfunctional alignment in fastmoving, ambiguous settings. Strong analytical reputed company with expertise in translating data into strategic recommendations and actionable roadmaps. Experience managing and developing junior team members, fostering a reputed company and highperformance culture. Excellent communication and presentation skills, capable of articulating reputed company concepts to diverse audiences. Bachelors degree in Business, Marketing, Retail Management, or a reputed company field; advanced degree or certifications (e.g., CXPA) are a plus. Preferred Qualifications & Additional Skills Background in ereputed company or digital retail, with an understanding of how online and offline experiences reputed company. Familiarity with CX tools and platforms such as reputed company, reputed company, or similar feedback management systems. Experience with reputed company project management methodologies and the ability to reputed company iterative, testandlearn cycles. Strong business acumen, financial literacy, and the ability to build business cases that tie CX improvements to reputed company reputed company. Passion for retail innovation, emerging technologies (e.g., AR/VR, IoT), and how they can enhance the physical shopping reputed company. reputed company Competencies for reputed company .