Position Summary...
What you'll do...
Walmart+ is a membership program that brings undeniable value to our members through in-store and digital benefits like no other retailer can. With membership benefits like Free Delivery from Store , Free shipping with no order minimum, Mobile scan & go in-store, and Member prices on Fuel and so much more, Walmart+ helps our members save time & money.
Specific Responsibilities Include
We are looking for a Manager of Member Experience to join the Walmart+ business team, to support the team in the creation of customer journey mapping for the member experience, from prospect acquisition, through early engagement and benefit utilization in store and online.
- Work with key stakeholders to outline member pain points, gather appropriate data points and conduct data analysis, presenting findings, formulating plans, and evaluate progress
- Responsible for creating detailed customer journey and process maps to identify key touchpoints for engagement and improvement
- Collaborate with key stakeholders and business owners to evaluate and optimize existing member experiences and create guardrails and standards for new experiences
- Create a member experience risk guideline and attend Go-to-Market (GTM) meetings and represent on behalf of member experience
- Consistently and effectively communicate member feedback to larger forums
- Support product team to ensure member experience initiatives and identified and prioritized appropriately
- Manage change initiatives by implementing transformational change and processes; validating value and priority
- Identify industry leaders and conduct competitive analysis
The ideal candidate will be an innovative, adaptable, strategic, & results-oriented manager with a deep passion for the customer journey . This role is highly collaborative, working with talented colleagues across Product, Marketing, Walmart+, and we are looking for someone who is adaptable and can work cross-functionally.
You'll wow us if....- You've held positions in consulting or customer experience .
- You've worked in large scale, multi-organizational programs before and have the high level of detail and organization required for success .
- You're highly skilled at delivering against multiple large scale, simultaneous projects.
- You have a strong breadth of experience across Digital & eCommerce, preferably working within Customer Experience, with mapping projects .
- You are collaborative and can work across various teams to influence outcomes.
- You possess a great deal of energy and a positive attitude .
- You are comfortable and thrive under ambiguity .
- You have experience putting presentations together and communicating to all levels of leadership .
- You participate in strategic planning meetings to create alignment toward your organization's strategy.
- You have deep expertise in working in a cross functional environment, often in complex organizational matrixes.
- You have a deep understanding of Walmart's global network capabilities.
- You can have fun!
Required:- Seasoned professional with extensive experience in a membership and/or subscription business, building up new programs that drive membership outcomes such as retention (i.e. churn prevention) and member lifetime value (i.e. member engagement and appeasements)
- Critical thinker and strategic mindset, with the demonstrated ability to build and drive holistic strategy, making data and insight-based decisions and showing both the ability to execute against a roadmap and also to be agile through test, learn, and iteration
- Customer/member-centric mindset; takes ownership within organization to be the voice of the customer/member, and relentlessly drives initiatives and processes to resolve customer/member painpoints , ranging from big to small
- Proven ability to work in cross-functional and matrixed environments; able to influence without authority, leveraging data and analytical insights to tell stories and secure buy-in from key stakeholders
Preferred:- Subject matter expert in customer care, with significant exposure and experience working on call center technology, self-service and assisted-service care operations
- Experience building and driving account management strategy for membership/subscription business
At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
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You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.
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For information about PTO, see https://one.walmart.com/notices .
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Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
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Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.
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For information about benefits and eligibility, see One.Walmart .
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The annual salary range for this position is $70,000.00-$130,000.00
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Additional compensation includes annual or quarterly performance bonuses.
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Additional compensation for certain positions may also include:
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- Stock
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Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum Qualifications: Bachelor's degree in Business, Statistics, Social Science, Communications, or related field and 3 years' experience in retail merchandising, operations management, or relevant area OR 5 years' experience in retail merchandising, operations management, or related area.
Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Supervising Associates, Working on cross-functional teams or projects
Primary Location... 702 Sw 8Th St, Bentonville, AR 72716, United States of America
