Company: Araca Merchandise L.P.
Job title: VP, Customer Experience
Job Location: 50% NYC In-office; 50% NYC Field Locations
Compensation: $75K-$85K + 401k with Match + 3 weeks PTO + Medical, Dental & Vision
Benefits
The Araca Group is a leading, global entertainment & merchandising company that has been
prospering for 28 years thanks to our innovative and collaborative team members.
Araca’s employees act as brand ambassadors, creating live-event and ecommerce
merchandise experiences for some of the world’s top entertainment properties including Wicked, Beetlejuice the Musical, Bluey’s Big Play, Back to the Future the Musical, Hadestown, The Book of Mormon, Jeopardy, Wheel of Fortune, Ghostbusters, and many more.
We are in search of a VP of Customer Experience to join our Customer Experience Team and to report to our EVP of Customer Experience.
Position Summary:
The Vice President of Customer Experience (NYC) manages a team of live event merchandise managers in NYC that conduct sales and facilitate customer concerns. The position works across multiple departments and omnichannel platforms to monitor, report, and resolve successes and complications with Customer Experience.
Essential Duties and Responsibilities:
● Oversee and review (12-15) Merchandise Managers in NYC
● Coach and mentor Merchandise Managers through regular performance conversations
● Ensure compliance with and training of Araca’s Sales & Service Standards across each assigned account/ Merchandise Manager
● Monitor and Report weekly on assigned accounts salesmanship expectations (i.e. ADT, UPT, Goal vs. Actual)
● Monitor & Resolve any omnichannel implications for assigned accounts (i.e. Customer Service emails, facilitating replacement items for live event patrons)
● Participate in select Merchandise Manager hiring (US) in conjunction with CX, HR & Operations colleagues
● Initiate onboarding of direct reports via Workbright (entry) and offboarding of direct reports via NetSuite (term slips)
● Facilitate supervised employees’ training and compliance in Araca’s scheduling software, expense reporting, and travel module
● Develop and maintain field policies, procedures, and manager resources
● Maintain digital resources for Merchandise Managers (i.e. “Help Center”, “PK Guides”)
● Serve as CX Team principal in incentive programs & promotions (i.e. Tracking active promotions, reporting results, budgeting, prize fulfillments/creations, salesmanship material dissemination, announcements/communique)
● Collaborate with CX Team to facilitate labor assistance on assigned accounts (i.e. additional/reduced sales associates, delivery assistance, etc)
● Enhance and encourage profitability through collaboration/recommendation of sales practices, retail promotions, and pricing recommendations
● Approve weekly payroll timesheets, salary payments, commission payments, employee expenses and time-off requests for 12-15 direct reports
● Facilitate introduction of direct reports to their interdepartmental and external colleagues
● Partner with HR to address employee relations matters, including accident and illness reporting, workplace concerns, investigations, performance management, and disciplinary actions
● Attend and serve as CX representative for assigned accounts at company-wide meetings that occur on weekly, bi-weekly, monthly and quarterly cadences
● Regularly review Customer Experience and Employee feedback to inform and improve practices and maintain highest possible standards
A day in the life of a VP of Customer Experience:
--> Connect with Merchandise Managers to review sales performance, staffing plans, operational priorities, and provide coaching on current opportunities and challenges.
--> Review payroll, time-off requests, expenses, and commission reports to ensure accurate and timely processing.
--> Build and update field resources, policies, and manager tools to promote consistent operational practices across locations.
--> Partner with internal and external teams to address employee concerns, performance matters, investigations, staffing needs, and day-to-day operational challenges.
--> Monitor sales metrics (ADT, UPT, Goal vs. Actual) and identify opportunities to improve sales performance and guest experience.
--> Move between theaters and retail locations, coaching managers on the floor, supporting peak business periods, and ensuring company standards come to life in real time.
The VP of Customer Experience (NYC) reports to the SVP of Customer Experience.
___________________________
Key Skills & Competencies
· Strong leadership, coaching, and performance management skills
· Exceptional organizational and project management abilities
· Ability to thrive in fast-paced, ever-changing environments
· Excellent communication and cross-functional relationship management skills
· Strong judgment and problem-solving skills in operational and employee matters
· Solutions-oriented with the ability to manage competing priorities and last-minute challenges
· Ability to develop and implement consistent policies, procedures, and operational best practices
Requirements
· 5+ years of retail management and/or general personnel management experience
· Proven experience leading and developing high-performing teams
· Experience managing employee performance, workplace issues, and operational processes
· Experience creating, implementing, or maintaining operational policies, procedures, or training resources
· Tech-savvy and adaptable to systems such as NetSuite, Workbright, Microsoft Teams, and workforce management platforms
Missing some of these requirements, but know that you’re the right fit? We encourage you to apply and tell us why.
The Araca Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
