Omnichannel Business Operations Specialist, Store Experience (Freelance)

About PVH Corp.
PVH is one of the most admired fashion and lifestyle companies in the world.
We power brands that drive fashion forward - for good.
Our brand portfolio includes the iconic CALVIN KLEIN and TOMMY HILFIGER. We market a variety of goods under these and other nationally and internationally known owned and licensed brands. PVH has over 40,000 associates operating in over 40 countries and $9.9 billion in annual revenues. That's the Power of Us. That's the Power of PVH.

The Department & Team:
The Omnichannel Development, Controlling & Business Operations department formalizes the Omnichannel strategy, drives the development of associated business processes and consumer services as well as leading their operational implementation. The department is in charge of evaluating the business and financial performance of the Omnichannel business. 

Within the department, the Operations team focuses on supporting and improving Omnichannel retail tools and processes deployed in stores, aiming at optimizing operational efficiency. The team ensures processes and tools are effectively deployed, fully functioning and properly used by end-users once the roll out phase of a project is complete and processes and tools enter the daily running business as usual phase. 

The Operations team proactively supports market and end-users by leading issue resolution, monitoring operational process execution and driving improvement plans together with Product Owners and the Expansion team. Thanks to its process knowledge, the team acts as subject matter experts of existing business processes and co-design new processes with stakeholders to ensure new product, processes and tools will be relevant and operationally efficient. There is also a focus on training where the team designs, executes and maintains store training to ensure proper usage, strong engagement of end-users and creating a training and knowledge hub in various ways for experts in HQ and ambassadors in local markets and stores.

The team act as the voice of the stores to HQ departments and vice versa. The focus for this role will support initiatives and experience elements that support the consumer journey in the store environments to keep engaged with our end consumers and consistently improve the journey and experience for them, this in collaboration with many different stakeholders.

The team is composed of subject matter experts as well as business process improvement analysts and training experts. The team environment is dynamic, open and service oriented.

The Position:
The position will report into the Omnichannel Operations Senior Manager and will be responsible for supporting markets and the stores with existing processes, tools, procedures and ways of working within the store environment and further more driving optimization for experiential initiatives.

Key Responsibilities:

• Be the point of contact and subject expert for Omnichannel capabilities + CRM live in stores towards the markets and HQ teams (new initiatives to follow)
• Drive performance and engagement of markets to ensure maximum added value by hosting performance calls, creating regular status updates + newsletters with all teams involved, managing incentive programs and leading best practice sessions 
• Support issue resolution by monitoring and executing actions needed to enable stores, markets and stakeholders to best use the experiential initiative
• Identify patterns in challenges and requests from markets and stores, investigate them and led by your process enhancement mindset collaborate with stakeholders to develop enhancements and improve operational efficiency (Inc. training, process changes, system updates, new tool features or functionalities etc.)
• Collaborate closely with the training experts to develop, implement or support required training for existing and new experiential initiatives
   

This position will need to forge strong partnerships and collaboration with the markets, and drive enhancements on the operational processes, together with the Product Development team and the Expansion team. 
 

The Ideal Candidate:

• 1-3 years' relevant experience in a Retail Operational environment, Store Management capacity and / or in an industry driving consumer experience elements
• Has understanding of the constantly evolving retail/Omnichannel environment and the needs, urgencies and priorities the stores face on a daily basis to deliver best in class consumer experience
• Experience working in agile methodology
• Flexible, comfortable working in a fast-paced and fast-changing environment
• Process enhancement mind-set, ability to manage and develop operational objectives and achieve success by developing current processes or finding new methods to enhance efficiency and positive results
• Strong intercultural communication skills, capable to advise and pursue the markets and teams within head office with a flexible approach
• Self-starter, ability to organize his/her own work as well as lead meetings/workshops, multi task and manage time pressure in an international environment
• Open, charismatic with a winning personality and strong team player
• Ability to network and gain cooperation to work productively with others within HQ, local market departments/individuals, store teams and vendors
   

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization

PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity, and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.