Sr Manager Omni Fulfillment, Operations and Customer Data Strategy

J.Jill is a national lifestyle brand that provides apparel, footwear and accessories designed to help its customers move through a full life with ease. The brand represents an easy, thoughtful, and inspired style that celebrates the totality of all women and designs its products with its core brand ethos in mind: keep it simple and make it matter. J. Jill offers a high touch customer experience through over 200 stores nationwide and a robust ecommerce platform. J.Jill is headquartered outside Boston.

The Senior Manager of Omni Fulfillment and Operations and Customer Data Strategy is responsible for the daily oversight, financial optimization, and analytics for all operational aspects related to the execution of Omni channel transactions and Customer Data Strategy. This role ensures seamless and cohesive customer experience, efficient inventory management, effective Fulfillment operations and bridge enterprise strategy, customer experience and data governance to harness the full value of J. Jill’s customer data assets. This role is highly collaborative working closely with Store Operations, Inventory and Merchandise Planning, Company Planning, Marketing, Ecommerce, Customer Care and Technology. The ideal candidate will have strong leadership and analytical skills with experience in retail operations, business analysis, omni-channel strategies and an understanding of customer data governance protocols, customer centric decision making and understanding of customer data across the enterprise.

Omni SFS Operations Planning & Strategy:

• Collaborate with senior management to align operational goals and objectives
• Analyze sales, margin and profit trends with a focus on monitoring consumer Demand versus Fulfillment locations. Analyze profit trends based on shipping costs/
• Monitor and adjust algorithm models that drive the ship from store selections utilizing product flow trends, promotions, fulfillment costs. Recommend updates to inventory availability and store selection formulas based on promotional changes.
• Work closely with Store Operations to assess store fulfillment service level agreements (SLAs) and maximum units to ship based on performance. Report main issues for not meeting SLAs and work with Store Operations to recommend changes to SLAs.
• Develop analysis to support optimization of inventory movement with a focus on inventory movement and profit. The goal is to eliminate store to DC inventory pullbacks.

Omni SFS Operations Cross Functional Coordination:

• Work closely with VP of Planning & Allocation and Inventory and Company Planning to ensure margin, profit and inventory optimization.
• Coordinate with Inventory Planning margin expectations of promotional changes to ensure profit metrics are adjusted to reflect Available to Commerce (ATC) Inventory.
• Coordinate with the Store Operations team on store locations enabled for Ship-from-Store (SFS) Fulfillment. Align cross functionally on operational metrics being used to identify these stores.

Omni SFS Operations Technology and Innovation:

• Maintain a close relationship with Technology (IS) and the OMS vendor to understand new release functionality and its impacts and opportunities.
• Work closely with the Technology (IS) team to maintain a strong understanding of the technical configurations in the Order Management and POS systems related to Omni-channel operations and make recommendations for improved efficiencies. 
• Implement new tools that will provide enhance data analysis efficiency.

Omni SFS Operations Management:

• Monitor and analyze daily operations across all channels, ensuring consistency, efficiency and SLAs are being met.
• Execute the enablement or disablement of stores’ location configuration in the Order Management System for Omni-Fulfillment.
• Make recommendations on product categories to be included in the ATC logic.
• Work closely with Store Operations teams to assist in the analysis of fulfillment and supply costs.
• Analyze and monitor cancelations.
• Monitor helpdesk tickets related to Omni fulfillment and identify trends and solutions.

Omni SFS Operations Customer Experience:

• Ensure a consistent and high-quality customer experience across all sales platforms.
• Monitor customer service standards and practices as it relates to fulfillment SLAs.
• Omni SFS Operations Data Analysis and Reporting:
• Analyze sales, margin and profit trends with a focus on monitoring consumer Demand versus Fulfillment locations. Analyze profit trends based on merchandise margin and shipping cost to ensure goals are met.
• Prepare and present reports to senior management on operational performance and strategic initiatives.

Omni SFS Operations Testing, Compliance and Quality Control:

• Assume the role of the primary tester for the monthly minor releases and the Quarterly updates to the Order Management System.
• Assume the role of the primary tester for new POS releases impacting Omni-Channel orders and Fulfillment.
• Ensure all operations comply with company policies, industry regulations, and quality standards.
• Conduct regular audits and assessments to maintain operational excellence.

Customer Data Strategy Data Stewardship:

• As a customer data steward, act as a central liaison for customer data initiatives, collaborating to align technology and business needs.
• Ensure customer data architecture design meets diverse organizational needs, communicating requirements clearly.
• Develop and implement data quality protocols and metrics, regularly monitor data and proactively address data issues.
• Advocate for investments in tools, technologies and practices that enhance data quality and accessibility.
• Partner with Technology team to develop a Customer Data Roadmap aligned with organizational objectives.
• Be the expert in how customer data flows into customer experiences, and make recommendations on data policies and architectures to support desired customer experiences
• Support the development and execution of segmented and personalized promotional strategies via the activation of the CE segmentation capabilities

• Bachelor’s degree in Business Administration, Data Science, Operations Management, Mathematics, or a related field.
• Minimum of 5 years of experience in retail operations management, business analytics, and customer data strategy with at least 2 years in an omni-channel environment.
• Strong understanding of retail Planning and Allocation, Store Operations, Inventory Management, Supply Chain and Customer Data Analytics.
• Strong leadership, analytical, communication, and interpersonal skills.
• Experience with SQL, visualization and other database tools
• Experience working with a customer database partner required
• Experience in multi-channel retail, especially apparel or fashion, a plus

Skills and Competencies:

• Strategic thinking and problem-solving abilities.
• Strong organizational and project management skills.
• Strong understanding of customer data platforms, CRM systems, and data analytics tools
• Deep understanding of customer journeys and the role of data in enhancing experiences
• Ability to analyze and interpret data to identify trends, patterns, and anomalies
• Advanced acumen in business analytics, mathematical modeling and financial optimization.
• Advance Excel and Power Point skills

Physical Requirements:

• Sedentary work, prolonged periods of time working at a desk and on a computer.
• Ability to communicate information and observe details at close range.
• Light lifting may be required

At J.Jill, we believe our associates should be seen, valued, and celebrated. We support the advancement of our associates by harnessing their unique contributions to grow and improve, and our success is guided by a culture that values keeping it simple and making it matter. J.Jill is an equal opportunity employer and is committed to providing an inclusive and professional workplace free from discrimination and harassment. All employment decisions at J.Jill are based solely upon business needs, job requirements and individual qualifications without regard to race, color, religion, sex, pregnancy and pregnancy related conditions, gender identity, gender expression, national origin, sexual orientation, sexual and reproductive health decisions, age, marital status, disability, genetic information, military or veteran status or any other legally protected status.  J.Jill provides reasonable accommodation to qualified individuals, in accordance with applicable laws.  If you need to inquire about an accommodation to assist with completing the application process, please email Talent.Acquisition@jjill.com