Signet Jewelers

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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!

REMOTE Opportunity

HYBRID Opportunity for DFW, TX or Akron, OH area

The Role

The CX Platform Manager supports the Director of CX Analytics Capabilities by providing business, analytical, and operational stability for our CX Data & Insights Platforms (CDP, Medallia, Adobe CJA, Pointillist, DXA), which are leveraged across digital, store, Banner teams, finance & IR teams. In the capacity of this role, the CX Platform Manager will ensure that these platforms are developed and/or maintained to provide Signet with data for personalization and customer insights across in-store activations & online activity, features, journey behaviors, clienteling, voice of customer, voice of employee, and marketing.

Responsibilities

• Support strategy and governance roadmaps and general program excellence for Signet Customer Experience platforms, principally its Customer Journey Analytics (CJA) tools such as Adobe CJA and Pointillist, and its Replay technology (currently DXA)
• Lead onboarding activities for Pointillist, meeting with critical stakeholders to identify and coordinate project milestones, data dependencies, governance, and other project deliverables
• Lead discovery sessions with journey analytical teams to design CJA data requirements, view configurations, filter and metric definitions, and dashboard templates
• Support RFPs for any CX Platform technology
• Create and maintain CJA data view configurations, and filter and metric definitions
• Provide CJA platform best practices and CJA template dashboards for journey analytics teams
• As needed, provide strategic and programmatic support for Adobe Real-Time CDP, and Journey orchestration, especially as it relates to Clienteling platform, and Voice of the Customer (Medallia)
• Partner with Digital Tech, Enterprise Tech, and Clienteling teams to support appropriate connections for activations and data assets needed for measurement by CX analytics & business partners

Requirements

• Bachelor's degree in IT, Computer Science, business, or another related field
• Minimum of 2 years of eCommerce experience in a business analytics or journey analytics role
• Minimum of 2 years of experience working with customer journey analytics platforms or cross channel analytics platforms; prefer experience with Adobe Experience Platform tools, principally Adobe Customer Journey Analytics, and Adobe Analytics in a business context
• Business experience using SQL to pull data from relational or similar database
• Ability to understand and translate business needs into technology requirements
• Collaborative partner working across functional areas
• Strong influencing and relationship management skills
• Excellent presentation skills, both verbal and written

Benefits & Perks

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

The salary range for this opportunity is $100,000 - $120,000. Base pay offered may vary depending on geographic region, internal equity, job related knowledge, skills and experience, among other factors.