Manager, Omnichannel Tools & Salon Digital Experience

POSITION OVERVIEW

Manager of Omnichannel Tools & Salon Digital Experience is a critical role responsible for ensuring seamless and effective vision, strategy and delivery of digital tools that support the physical salon, artist and guest experience. This role is responsible for setting the global vision and strategy, while also delivering upon the execution for North America. 

Build omni-channel journey, identify critical touchpoints and ensure delivered experience delivers incremental artist and guest satisfaction, incremental salon visits, improved salon efficiencies and guest retention and advocacy. 

Cultivate and maintain strong network of partners & vendors that will ensure rapid adoption and optimal execution of all tools, technologies, best practices, enhancements and more to build our brand equity and fuel profitable growth throughout our ecosystem. Example of tools include hair & scalp check technologies for stores & salons, salon appointment booking experiences, marketing libraries for salons and sales teams, salon e-commerce support, etc. 

DESCRIPTION

Omnichannel Strategy & Vision

• Develop a strategic road map and plan to develop best-in-class omnichannel data and technology capabilities that seamlessly integrates the Aveda ecosystem, focused on supporting Salon network.  Enabling a unified consumer profile view across all channels – to ensure from the moments of recruitment a lifetime journey of optimal experiences is activated to foster brand love and fuel brand value.
• Evolve existing and develop new business models to drive traffic and loyalty across all channels.
• Lead the development and optimization of omnichannel platform, promotion and content strategies for the customer journey.  Deploy strategies to markets and Affiliates around the world.    
• Develop and evaluate key performance indicators (KPIs) for all Omnichannel Strategy programs.  Track performance with monthly dashboards by market and make recommendations to drive continuous improvement and positive ROI.  Foster a culture of continuous experimentation and improvement.
• Manage contractual agreements and relationships with agencies that support omnichannel platforms and strategies.
• Oversee development of global omnichannel expansion strategies and new business models (i.e. platforms, programs and processes).
• Collaborate with Consumer Insights, Digital and Retail Tech teams to leverage insights to drive omnichannel strategy, relevance, content performance and marketing ROI.
• Provide strategic guidance, insight and knowledge about market trends, consumer attitudes, competitors and the effectiveness of marketing strategies and tactics for the Omnichannel Strategy team, senior leadership and cross-functional teams.

Salon

• Ongoing enhancement of A-Commerce enablement to ensure salons maximize revenue potential via e-commerce as consumer behavior continues to shift to online shopping for convenience.
• Leverage A-Commerce to create service communication with consumer prior to her salon visit enhancing knowledge of high touch services.
• Ongoing enhancement of A-Commerce to enable artists to share their knowledge with consumers seeking expert coaching and recommendations delivered via high quality content or virtual consultations or virtual high touch experiences.
• Strategically define the future abilities within A-Commerce to leverage Aveda Expert network to provide superior consumer experiences, and revenue opportunity for Artists (both in and out of network).
• Support unique in-salon technology needs that drive customer advocacy and new product trial – ie scalp, hair, skin check. Define ideal customer and artist journey and ensure appropriate resource support model across enterprise retail tech, commercial and digital teams.
• Support salon booking experience tools and manage ongoing relationship with current partners

Budget

• Lead annual global budget development process for the Omnchannel Tools and Salon Experience Strategy in alignment with the brand strategy.  Track and adjust budget priorities as needed throughout the year to optimize ROI and meet brand NOP targets.  
• Collaborate with North America and International partners to support adoption, funding and resource needs across priority programs.
• Ensure timely contracts, invoices and PO’s are executed to support vendor payments and terms.

Team Leadership and Collaboration

• Provide leadership, motivation and ongoing partnership with commercial, digital, salon, store and marketing teams across Global, North America and International.

Qualifications

• Proven consumer marketing experience in creating Omni-channel experiences that will drive traffic across channel ecosystem via high conversion experiences that fuels loyalty and increasing lifetime value of consumer.
• Strategic and Visionary – with ability to redefine our future to remain highly competitive and gain share
• Outstanding strategic, problem solving and thought leadership skills
• Knowledge of customer metric reporting, segmentation, data analysis and response measurement
• Superior data acumen, with ongoing focus to enhance our consumer profiles and enable precision marketing across funnel
• Proven success leading direct communication and traffic driving programs across channels  
• Excellent financial, quantitative and analytical skills
• Demonstrated ability to lead projects requiring synthesis of data into actionable insights
• Ability to work consistently and urgently in a faced-paced environment
• Highly knowledgeable about emerging digital technologies and omnichannel capabilities
• Proven ability to lead, develop and motivate a team with a highly collaborative leadership style
• Excellent communication, presentation, cross functional collaboration and relationship building skills are critical
• Experience managing agency contracts and relationships
• Authentic Alignment with the Aveda Mission