Job Introduction

As Omnichannel Director at cardfactory, you will deliver our omnichannel vision; to create the most accessible and delightful experiences enabling customers to celebrate all life’s moments.  By delivering a seamless and exceptional customer experience across all touchpoints, we will continue to put the customer at the heart of everything we do.

In this newly created role, you will develop a single omnichannel strategy that will unite the wider business, building engagement and delivering commercial success to include ownership of our financial plans (£30million or 176% digital growth over the next 4 years), business case development, proposition and service design.  You will be responsible for omnichannel customer and colleague experience, omni governance and measurement, business programme/project sponsorship, communication and change management.

This leadership position requires a strategic thinker with a deep understanding of modern retail trends, advanced technological solutions, and the ability to drive cross-functional collaboration.

We operate a smart working policy at cardfactory - where you can combine working from home with working at our Head Office in Wakefield.

Role Responsibility

• Lead the ongoing development and execution of the omnichannel strategy that aligns with the company's overall business objectives and enhances customer engagement, loyalty, and sales
• Engage senior leaders with Omnichannel strategy and drive sponsorship of new initiatives
• Research and propose the introduction of new customer propositions, products, services and/or business platforms
• Responsible for the Omnichannel 5 year financial plan, focusing on profitability, growth and customer/colleague experience
• Define scope, cost and benefits of Omnichannel initiatives working closely with Online, Stores and Fulfilment
• Business lead across the Omnichannel programme, working closely with Transformation and IT to ensure projects are delivered to required scope, cost and time
• Responsible for establishing the Proposition and Service design team. Mapping out customer journeys across various channels and touchpoints, identifying pain points, opportunities for improvement, and innovative ways to create consistent, personalised, and memorable experiences.
• Develop, implement and manage a measurement framework, to monitor the Omnichannel progress, help evolve the strategy and ensure new projects are providing the expected return
• Lead the establishment of new cross business Omnichannel governance, to support the move from a multichannel retailer to an Omnichannel business.

Stakeholder Relationships

• This is a wide ranging role that will be expected to influence and align a senior cross business team and engage with the Executive Board
• Work closely with Stores, Fulfilment, Online and IT to continuously improve our Omnichannel solutions and ways of working
• Build confidence and engagement with our 7000+ colleagues around the positive impact Omnichannel will have on the business
• Develop new ways of working with Stores and Fulfilment to support the launch and adoption of new Omnichannel initiatives

The Ideal Candidate

• Senior level experience within an Omnichannel trading environment
• Prior experience of managing a multimillion P&L account, development of business cases and comfort working closely with the Finance team
• Strong understanding of the latest Omni trends and technologies
• Have a retail background, with solid experience of store operations
• Prior ownership of an Omni Strategy, being able to demonstrate how this evolved over time
• Have a great understanding of customer and market behaviour and able to adapt to changes
• Experience building an exceptional customer experience and adopting a customer centric mindset
• Comfortable with Programme/Project delivery, being able to understand progress, support issue resolution and increase delivery velocity
• Working in an Agile Delivery environment
• Highly numerate and proficient in analytical and reporting tools
• Ability to provide business leadership on key projects with excellent stakeholder management skills, ability to influence and take people on a journey

About the Company

Card Factory is the UK’s leading specialist retailer of greeting cards, dressings, and gifts with over one thousand stores across the UK and Ireland.  In 2020 we launched our exciting 5-year business strategy including our vision of becoming a true Omni-channel retailer.  This strategy sees significant investment into our colleagues across the business creating multiple opportunities to join a fast-paced environment and be part of our exciting journey.  

In return, we offer a wide range of benefits to support your physical, mental, and financial well-being.

Benefits

• 15% Card Factory colleague discount in-store and online
• Save As You Earn scheme
• Financial Wellbeing Support       
  • Financial Education Tools
  • Salary Advance
• Seasonal incentive schemes
• Retail Management Apprenticeship Programmes with local providers with access to a virtual internal network for learning together
• Discounted gym membership, mobile phone contracts, and car leasing
• Discounts across 100’s of UK retailers
• Employee Assistance Programme – access to tools to support mental, physical, and financial wellbeing
• Enhanced Maternity, Paternity, and Adoption leave

This is an exciting role with genuine prospects for the right candidate. If this role describes you and your career aspirations, click apply now.

We reserve the right to close this vacancy once sufficient suitable applications have been received. We advise applying early to avoid disappointment as applications will be reviewed regularly. 

No agencies, please.

Sportswift Ltd T/A cardfactory