Title: Free People Store Operations Customer Experience Intern 

Report to: Customer Experience Manager / Sr. Store Operations Manager

Overview 

The Customer Experience Intern will partner with the Customer Experience Manager, Store Operations team, Home Office and field leadership to create a unique, innovative and inspirational customer experience; encompassing the Free People lifestyle and brand image, while maintaining all store operations goals. This role will report into the Customer Experience Manager & Sr. Store Operations Manager in order to maintain a firm knowledge of overall brand direction and focus. 

The Customer Experience Intern will assist in overseeing senior stylist reporting, product education and communication, customer feedback and outreach for new store openings, and customer facing initiatives for stores. This role also has a hand in working in partnership with the store teams to ensure that stylists are executing the highest level of customer service.

Responsibilities 

  • Review customer service feedback and work with the field to handle escalations
  • Write and deliver home office direction for 
  • selling initiatives
  • contests
  • prduct knowledge: beauty & wellness / mvement / expanded categories / ready-to-wear
  • Order, organize, and ship contest prizes to store teams in a timely fashion
  • Attend and participate in weekly Business Review Meeting & communicate focuses to stores
  • Participate in weekly Field Leadership calls 
  • Participate in monthly Big Ideas meeting and communicate focuses to stores
  • Manage product information flow on Threads
  • Assist in scheduling product education for new stores (FP Connection / Movement training)
  • Assist in pulling metrics for monthly Customer Service reporting
  • Assist in reporting on Charity initiatives (bag donation)
  • Assist in delivering monthly, quarterly, and yearly Senior Stylist stats

Project 

Product Education writing project for Customer Experience Internship:

Background:

Product education is key to the success of our in-store Stylists. Understanding the product detail / fabrication / intended uses / etc. are important to our selling teams. Product education messaging should equip Stylists with the information they need in order to engage with the customer and sell product. 

Part 1: Messaging

Create a writing sample for internal distribution to Free People store employees with an education focus on the FP Movement line, ECONYL. ECONYL is new to FP and requires an introduction.

The message should include:

  • Imagery
  • A descriptive headline / title
  • Product detail that provides store employees with information they will need to sell the product
  • Styling suggestions based on current trends and FP aesthetic 
  • The Free People brand point of view (paint the picture, but be concise)

Include a description of your process / key players / resources that resulted in your final message.

Part 2: The Free People Voice

Free People is a lifestyle brand and the way we communicate with our stores should feel synonymous with the way we communicate with our customer. When creating your message, consider our brand values, characteristics and community. 

  1. Choose up to 5 words that you feel best captures the Free People voice / essence.
  2. Choose 3 retail brands that you feel have a distinct voice. What makes them stand out? What about their messaging speaks to their customer? Provide an example.

What to Submit 

  1. Resume
  2. Project

Location: Philadelphia, PA

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Confirmed 14 hours ago. Posted 29 days ago.

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