Senior Customer Experience (CX) Lead Retail & Omnichannel Strategy Hybrid

```html About arenaflex Redefining Home Commerce arenaflex is a global leader in online home goods retail, pioneering the future of how people discover, shop for, and experience products for their homes. With a vibrant mix of cuttingedge technology, datadriven insight, and a deep commitment to customer delight, arenaflex operates a seamless omnichannel ecosystem that bridges digital experiences with physical retail spaces. Our mission is to inspire every customer to create a home they love, and we achieve this by empowering our teams to innovate, collaborate, and put the customer at the heart of everything we do. Why This Role Matters As the Customer Experience (CX) Lead Retail, you will be the strategic architect behind the instore experience across arenaflexs flagship retail locations. Reporting to the Head of CX and PMO within the Retail division, you will lead a small but highimpact team, champion the voice of the customer, and translate insights into actionable strategies that drive loyalty, satisfaction, and longterm business growth. This is a hybrid role based in Boston (MondayThursday inoffice, Friday remote) that offers the perfect blend of collaborative office energy and flexible workfromhome autonomy. Key Responsibilities Define and Execute CX Vision: Craft a compelling, databacked customer experience vision for all arenaflex retail locations, aligning it with brand strategy and corporate objectives. Develop Metrics & OKRs: Establish robust CX measurement frameworks, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and storelevel OKRs, to track progress and drive continuous improvement. Lead InsightDriven 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 embed CX principles into every touchpoint, ensuring alignment on priorities and rapid execution. Identify Opportunities: Proactively surface highimpact opportunities to enhance the instore journey, from queue management and staff training to layout optimization and digitalinstore 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 a team of two direct reports, providing mentorship, performance coaching, and career development pathways to build a highperforming CX function. Champion a CustomerFirst Culture: Foster a culture where every employee, from frontline associates to senior executives, embraces the customerfirst mindset and acts as an advocate for the shopper. Essential Qualifications Minimum 5 years of experience leading retail customer experience initiatives, preferably within a multibrand, omnichannel environment. Proven track record of delivering measurable business results through CX programs, with concrete examples of KPI improvements (e.g., NPS, sales lift, repeat purchase rate). Demonstrated ability to influence senior stakeholders and drive crossfunctional alignment in fastmoving, ambiguous settings. Strong analytical mindset with expertise in translating data into strategic recommendations and actionable roadmaps. Experience managing and developing junior team members, fostering a collaborative and highperformance culture. Excellent communication and presentation skills, capable of articulating complex concepts to diverse audiences. Bachelors degree in Business, Marketing, Retail Management, or a related field; advanced degree or certifications (e.g., CXPA) are a plus. Preferred Qualifications & Additional Skills Background in ecommerce or digital retail, with an understanding of how online and offline experiences intersect. Familiarity with CX tools and platforms such as Qualtrics, Medallia, or similar feedback management systems. Experience with agile project management methodologies and the ability to lead iterative, testandlearn cycles. Strong business acumen, financial literacy, and the ability to build business cases that tie CX improvements to revenue growth. Passion for retail innovation, emerging technologies (e.g., AR/VR, IoT), and how they can enhance the physical shopping journey. Core Competencies for Success Customer Empathy: Deep understanding of shopper motivations, pain points, and expectations. Strategic Thinking: Ability to see the big picture while executing detailed, datadriven tactics. Collaboration: Skilled at building relationships across functions and influencing without direct authority. Analytical Rigor: Comfortable working with large data sets, extracting insights, and presenting them in a compelling narrative. Leadership Presence: .