Position Summary...

What you'll do...

Location: Bentonville, AR only

Group Director, Walmart Services - Omni Customer Experience

The Omni Customer Growth and Innovation team's primary mission is to drive digital customer growth, deepen engagement, and increase retention through a holistic strategy focusing on acquisition, engagement, and churn prevention. The retail landscape has shifted toward digital, and we have significant opportunities to capture untapped customer segments and elevate the experience for existing shoppers. By converting store-only shoppers to digital and encouraging more frequent digital interactions, this team aims to unlock substantial growth in both customer engagement and GMV. A key element of this success lies in the ability to personalize customer journeys and leverage Next Best Actions to influence behavior. As we focus on increasing app adoption, expanding cross-shopping, and preventing churn through early intervention, this team will work cross-functionally with teams across the organization to create seamless, impactful customer experiences. This integrated approach, combined with strategic partnerships and a data-driven understanding of customer needs, positions us to drive sustained growth, enhance customer loyalty, and close the gap in the competitive digital retail market.

Growth Related:

• Convert store-only shoppers and site visitors into app users.
• Establish the Walmart App value proposition by demonstrating how it enhances both in-store and digital shopping
• Drive digital customer growth, deepen engagement, and increase retention through a holistic strategy focusing on acquisition, engagement, and churn prevention
• Leverage new customer welcome kits—sequenced NBA campaigns—to onboard and guide customers based on their initial shopping behavior to increase frequency and maximize lifetime value
• NBAs will focus on proactively engaging at-risk customers to reduce churn and improve retention
• NBAs will also focus on highly engaged digital shoppers to shop across all categories and services
• Personalize customer journeys and leverage Next Best Actions to influence behavior
• Develop the performance measurement framework and KPIs (key input and output metrics) that measure customer growth
• Define KPIs for omni-experience performance (e.g., CSAT, NPS, dwell time, basket size, customer growth, customer LTV, associate productivity) and support business case development
• Partner with centralized analytics to build real-time or near-real-time dashboards to measure customer growth and experience KPIs
• Collaborate with customer insights, customer identity and W+ teams to develop a comprehensive OMNI channel customer growth & retention behavioral framework that aligns with overall business goals
• Work with various cross-functional departments like customer insights, customer identity, merchandising, ecommerce, operations, marketing, Walmart connect, Walmart+, Finance, product, design, and technology to align efforts and design OMNI customer value propositions to enable unified OMNI experiences that drive long term customer growth and retention

Innovation related:

• Partner with Merchants, various business unit leads (health, finance, treasury) and OMNI customer experience team to identify key customer missions and use cases
• Design the framework that helps us identify our ‘Right to Win’ customer journeys/use cases across our key customer missions that will enable customer to achieve the desired high-level outcomes
• Enable customer missions, use cases, and need states by identifying, designing, and prioritizing customer E2E journeys to help customers achieve the desired high-level outcomes
• Lead the strategy, design, and mapping of E2E OMNI journeys (Customer and/or Associate) and identify critical friction points across journeys by partnering with the OMNI experience team SMEs for prioritized Use cases/Platform capabilities
• Lead and develop clear business cases for investments in experience, including ROI, customer benefit, associate enablement, operational impacts in partnership with OMNI experience team SMEs and other key stakeholders
• Quantify business impact of improving or transforming OMNI journeys (e.g., higher conversion, CLTV, NPS improvement, reduced churn)
• Enable platform thinking across customer use cases/missions to create a collaborative ecosystem where various stakeholders interact to foster innovation and enhance value creation
• Lead the idea, exploration, and experimentation stages of new OMNI experiences.
• Run tests in controlled environment to measure and learn
• Decide if we need to pivot, preserve or kill

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

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You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

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For information about PTO, see https://one.walmart.com/notices.

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Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

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Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

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For information about benefits and eligibility, see One.Walmart.

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The annual salary range for this position is $160,000.00-$320,000.00

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Additional compensation includes annual or quarterly performance bonuses.

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Additional compensation for certain positions may also include:

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- Stock

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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications: Bachelor’s degree in Business, Accounting, Finance, Marketing, Engineering, or related field and 7 years’ experience in consumer services industry, project management, product management, process improvement, retail operations, or related area OR 9 years’ experience in consumer services industry, project management, product management, process improvement, retail operations, or related area. 3 years’ supervisory experience.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Contracts Negotiation, Financial Planning and Analysis, Microsoft Office, Modeling/Forecasting, Project Management, Retail Operations Masters, Masters: Accounting, Masters: Finance, Masters: Marketing

Primary Location...

702 Sw 8Th St, Bentonville, AR 72716, United States of America