Technology enhances your life - your job should too. We firmly believe this within the Microsoft Stores organization. We are the face of Microsoft’s cutting-edge devices and services, designed to provide customers - consumer and commercial - with world-class products and experiences.
The Microsoft Store has become one of the largest worldwide retailers of Microsoft products and is poised for significant growth in the next five years. To fuel our continued growth, we are seeking a Site Merchandising Lead who will be responsible for helping to grow the Microsoft Store online business through best-in-class execution of campaigns, product updates, and promotions for products like Surface and accessories. This person is both an active site merchandiser and directs the activities of other site merchandisers. This role is responsible for optimizing the customer journey and ensuring customers can easily and effectively accomplish their desired shopping activity. This person uses data, insight, and industry best practices to create great customer experiences.
*This role can be located at any of our 43 Microsoft Stores Hub locations. There is a 20% onsite work requirement. This is not a fully remote role.
What our team offers:
At the core, we are a customer-focused team that encourages a diverse & inclusive culture. We are respectful, collaborative, accountable and approach work with a fun, positive attitude. The right candidate can expect to have opportunities for career growth and development.
What I will do for you:
- Champion your successes at every level of our leadership
- Empower you with the opportunity to gain new experiences and improve upon your strengths
- Support who you are as your authentic self
- Make career development a consistent priority
How you will make an impact:
- Raise and maintain the standards to achieve a best-in-class onsite strategy and execution across the entire customer journey that puts our customers first
- Assess, propose, and implement bold and innovative ideas for growth
- Develop insight-driven narratives with sound recommendations
- Build strong relationships with other Microsoft teams globally with the goal of creating exceptional customer experiences, scaling programs, establishing best practices, and sharing knowledge
Responsibilities
- Execution of online merchandising strategies, with the goal of optimizing the customer experience to increase sales, improve conversion rates, and decrease bounce rates. Core metric is online sales and conversion rate.
- Direct the activities of a core group of Site Merchandisers, providing guidance and direction, and is accountable for the quality execution of the group.
- Ensuring that site content is correctly prioritized, optimized, and refreshed to create clear, accurate, and effective customer shopping experiences.
- Expert use of data to make optimal decisions on site content.
- Understands how to build and run statistically significant experiments to derive validated answers. Is comfortable working with and diving into data to find insights.
- Use of personalization and targeting schemas and tools to create customer experiences tailored to our customers and their needs.
- Collaboration across Site Experience team, relevant buying team members, devices leads, product marketing groups, Studio, program mnagers, and Site Operations to ensure content is accurate, up-to-date, and prioritized.
- Strong project management over a variety of tasks with varying deadlines and priorities. Knows how to manage time and get things done in a fast-paced atmosphere.
- Creation, curation, and optimization of customer journeys to maximize learning and buying for our customers.
- Ability to tell stories that are compelling to customers via product and merchandising messaging and assets, all while remaining true to the Microsoft brand. This includes partnering with other teams to create seamless journeys across partner sites, email, social, etc.
- Successful execution and implementation of seasonal campaigns into the customer journey and through site merchandising.
- Collaboration with UX design and engineering teams in building requirements to enable great customer experiences. This includes the new features needed in templates, navigational elements, wayfinding, etc.
- Build effective cross-sell and up-sell experiences through the complete customer journey, all the way through purchase, to ensure customers have the complete solutions they need.
- Prepare and present weekly and monthly business reviews of site and category performance, including analysis of customer behaviors and opportunities for improvement.
- Ensure site, promotions, etc. are working properly, and activating the right escalations to ensure issues are resolved in a timely and efficient manner.
Qualifications
Minimum Qualifications:
- 3+ years experience in retail, ecommerce, data science, research, marketing or business-related roles
- OR Bachelor's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, or related field AND 2+ years experience in retail, ecommerce, data science, research, marketing or business-related roles
- OR Master's Degree in Business, Marketing, Economics, Social Science, Computer Science, Information Technology, or related field AND 1+ year(s) experience in retail, ecommerce, data science, research, marketing or business-related
Highly Preferred Experience and Skills:
- 3+ years of experience executing online customer experiences or other relevant customer experience background.
- A strategic thinker and decision maker.
- Great organizational skills, attention to detail, and ability to execute flawlessly.
- Proven experience in problem solving. Not afraid to fail, willing to learn and improve.
- Strong ability to work across a variety of tasks with varying deadlines and priorities. Knows how to manage time and get things done in a fast-paced atmosphere.
- Excellent written and verbal communication skills.
- Collaborative, open, learns and grows from working with others.
- Thrives in a team atmosphere.
- Experience in Site Usability, A/B Testing, and Optimization.
- Ability to analyze data and use it to tell a story.
- Passion for creating great customer experiences. Loves to learn what makes customers happy.
- Proficient in Microsoft Office: Excel, PowerPoint, Word.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
