CEM Delivery Retail

Job Description

We are seeking a senior Delivery Leader to lead large-scale Retail Customer Experience (CX) and Contact Center operations for leading U.S. and global retail brands. This role owns end-to-end operational delivery across omni-channel customer journeys—including sales support, order management, fulfillment, returns/refunds, loyalty, and post-purchase care—while driving CX transformation, financial performance, and executive client relationships across complex, high-volume retail environments

Job Responsibilities

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• Lead and scale 400–700+ FTE retail CX operations across voice, chat, email, social, and digital channels.

• Own end-to-end performance across CX metrics (CSAT, NPS), SLAs, quality, productivity, revenue protection, and cost-to-serve.

• Serve as the Retail CX Subject Matter Expert, with deep understanding of U.S. consumer journeys, peak/seasonal demand cycles, and event-led sales volatility.

• Establish standardized delivery governance, operational rigor, and scalable operating models across retail service towers.

• Act as a senior client partner interfacing with VP/SVP-level stakeholders across Operations, Digital, CX, and Transformation.

• Lead CX transformation initiatives including AI-led automation, conversational AI, analytics-driven insights, and digital/self-service enablement.

• Partner with Sales and Solutions teams on RFPs, solution design, pricing, workforce strategies, and value articulation for retail growth pursuits.

• Own financial outcomes including P&L levers, productivity improvement, margin expansion, and cost optimization.

• Drive Workforce Management (WFM) strategy—forecasting, capacity planning, shrinkage control, and peak management (holidays, promotions).

• Build strong leadership bench strength; foster a high-performance, inclusive culture with focus on engagement, retention, and succession.

Required Qualifications

Leadership & Management

• Proven experience leading large-scale retail CX/contact center operations in the U.S. market.

• Strong financial acumen with ownership of operating budgets, P&L levers, and cost management.

• Deep expertise in SLA governance, service recovery, and enterprise-scale CX transformation.

• Executive-level communication skills with a data-driven, outcomes-oriented leadership approach.

Retail Domain & Technology

• Strong working knowledge of U.S. retail operations: order lifecycle, payments, fulfillment, returns, refunds, and loyalty programs.

• Hands-on experience with omni-channel CX platforms and CRMs (e.g., Salesforce, Zendesk, Microsoft Dynamics), WFM tools, and QA platforms.

• Exposure to AI , automation, conversational AI, knowledge management, and CX analytics initiatives.

Experience:  

• Bachelor’s degree required, master’s degree in business, Retail Management, or related field preferred.

• 15+ years of experience in Retail CX, BPO, or Contact Center operations.

• 8+ years in senior leadership roles managing large, multi-channel delivery programs.

• Experience working with U.S.-based or global retail clients in transformation-led engagements.

• Lean, Six Sigma, or CX-related certifications are a plus.

Personal Attributes

• Customer-centric, solution-oriented leader with strong ownership mindset.

• Comfortable operating in fast-paced, high-variance U.S. retail environments.

• Resilient, adaptable, and credible partner to senior client and internal stakeholders.

Equal Opportunity Statement

We are an equal opportunity employer and value diversity at all levels of the organization. Employment decisions are made without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.