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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!

JOB SUMMARY:

The Director, Engagement and In Store Experience is responsible for leading and managing the customers’ and team members’ perception of the brand. The primary focus for this role is to build our customer experience brand strategy and the necessary infrastructure to evaluate, identify, initiate and lead customer experience initiatives, with a heavy focus on the body piercing business and team member training. This person will partner with Field, Merchants, Marketers and Operational Team Members and Leaders at all levels of the organization to carry out these accountabilities. The Director, Engagement and Experience will lead training, body piercing and communications teams to move the organization towards an optimal customer and team member experience.

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

Oversees the Banter body piercing business, ensuring both a superior Customer Experience and operational excellence at each internal and external customer touchpoint. Raises & sets body piercing industry standards by setting high expectations in policy, procedure, product and customer experience. Guides body piercer training managers in onboarding and performance management of body piercers. Partners with marketing and merchandising teams as a stakeholder in key decision making, ensuring a memorable customer experience. Leads piercing training manager in creation and execution of internal apprenticeship program. Supports personnel management for body piercers and store teams to ensure smooth integration for all team members.
Guides training managers in delivering a best-in-class onboarding and career development experience for all field team members; including virtual onboarding, District Training Store Manager program, Spark Zoom workshops, and Signet training initiatives. Drives team to consistently monitor successes and opportunities in all aspects of training and to adjust where needed. Ensures training content is consistently updated to meet the needs of the business. Contributes ideas for SSC career development opportunities.
Maintain exceptional internal communication from SSC to field and cross functional SSC departments. Challenge status quo to increase engagement with corporate communications, leading to increased productivity and cost savings with project completion rates increased. Break down silos between field and SSC through innovative communication strategies and an open-ear culture. Develops a comprehensive plan for proactive communication and feedback from the Stores, Operations Team and other key stakeholders. Full feedback cycle to be determined and put in place from SSC to Operations to SSC for continuous improvement.
Generate and oversee the implementation of new initiatives and innovative approaches to current strategies or business plans/concepts. Continue to strategize with team to create, inspire and support ideas to drive Banter’s growth to $1Billion.
Drives customer engagement and loyalty utilizing platforms such as VOC, social media channels, review sites to interact with and influence customers perception of the brand. Team communicates with customers, internal and external, upholding Core Values with a Banter voice.

Performs additional duties and projects as assigned.

POSITION QUALIFICATIONS:

Education:

Bachelor’s degree required. Master’s preferred

Years of Job-Related Experience Required:

10+ years

Technical/Other Skills Required:

Proficiency in Microsoft Office Suite, Zoom

BENEFITS & PERKS:

Competitive healthcare, dental & vision insurance
401(k) matching after one year of employment
Generous time off + company holidays
Merchandise discount
Learning & Development programs
Much more!