Omni Channel Specialist

Roles and responsibilities

The Head of Omni will be responsible for leading and managing the omni-channel operations of the company. This position focuses on creating a seamless and integrated customer experience across all sales channels, including online, in-store, mobile, and social media. The Head of Omni will develop and execute strategies to drive revenue growth, enhance customer satisfaction, and optimize operational efficiency.

Responsibilities:

Strategic Leadership:

• Develop and implement the omni-channel strategy in alignment with the company’s overall business goals.
• Identify market trends and opportunities to innovate and stay ahead of competitors.
• Set and monitor key performance indicators (KPIs) to measure the success of omni-channel initiatives.

Operational Management:

• Oversee the daily operations of the omni business unit, ensuring seamless integration of all channels.
• Collaborate with cross-functional teams (e.g., marketing, IT, supply chain, customer service) to enhance the omni-channel experience.
• Implement best practices and processes to optimize efficiency and effectiveness across all channels.

Financial Oversight:

• Develop and manage the omni business unit’s budget, ensuring prudent allocation of resources.
• Analyze financial performance and identify areas for improvement and cost-saving opportunities.
• Drive revenue growth and profitability through strategic planning and execution.

Team Leadership:

• Build and lead a high-performing team, fostering a culture of collaboration, innovation, and excellence.
• Set clear performance expectations and provide regular feedback, coaching, and development opportunities.
• Ensure continuous learning and skill development within the team to stay current with industry trends.

Customer Experience:

• Advocate for a customer-centric approach, ensuring a consistent and superior customer experience across all touchpoints.
• Utilize customer insights and feedback to continuously improve the omni-channel offering.
• Implement strategies to enhance customer engagement, loyalty, and satisfaction.

Technology and Innovation:

• Stay informed about emerging technologies and digital trends that can enhance the omni-channel experience.
• Partner with IT and other stakeholders to implement new tools and technologies that improve operational efficiency and customer interactions.
• Lead digital transformation initiatives within the omni business unit.

Desired candidate profile

• Bachelor’s degree in Business Administration, Marketing, Retail Management, or a related field; MBA preferred.
• Extensive experience in a senior leadership role within a retail, e-commerce, or omni-channel environment.
• Deep understanding of omni-channel retailing, customer behavior, and market dynamics.
• Proven ability to develop and execute strategic plans that drive business growth and profitability.
• Strong leadership, communication, and interpersonal skills.
• Analytical mindset with the ability to interpret complex data and make informed decisions.
• Advocate for a customer-centric approach, ensuring a consistent and superior customer experience across all touchpoints.
• Utilize customer insights and feedback to continuously improve the omni-channel offering.
• Proficiency in leveraging technology to enhance business operations and customer experience.
• Strong financial acumen and experience managing budgets.