Job Title: Senior Omnichannel Retail Associate
Job Type: Full-Time
The Senior Omnichannel Retail Associate supports the execution of omnichannel retail strategies, ensuring a seamless shopping experience across digital and physical storefronts. This role assists in coordinating online and in-store operations, optimizing customer interactions, and implementing service improvements. The ideal candidate will work closely with cross-functional teams to enhance customer engagement, troubleshoot operational challenges, and contribute to the overall efficiency of the omnichannel ecosystem.
Assist in the implementation of omnichannel initiatives such as Buy Online, Pick Up In Store (BOPIS), curbside pickup, and same-day delivery.
Ensure in-store teams are trained on digital integration processes, including mobile checkout and online order fulfillment.
Monitor online and offline sales trends, providing insights to improve service efficiency.
Coordinate with inventory teams to maintain stock consistency across all channels.
Support customer interactions across multiple touchpoints, including online chat, in-store consultations, and social media inquiries.
Assist in managing customer loyalty programs and personalized shopping experiences.
Help resolve omnichannel customer issues, including order discrepancies and return logistics.
Collect and report customer feedback to drive improvements in service and support.
Track key performance indicators (KPIs) related to omnichannel success, such as order accuracy and fulfillment speed.
Support sales teams in aligning product availability with digital promotions and campaigns.
Assist in analyzing customer data to identify trends and suggest improvements.
Work closely with store teams, marketing, and logistics to ensure smooth omnichannel operations.
Help execute marketing promotions across digital and in-store platforms.
Support system integrations that connect e-commerce platforms with in-store processes.
Bachelor’s degree in Business, Retail Management, Marketing, or related field preferred.
3+ years of experience in retail operations, e-commerce, or customer service.
Familiarity with digital sales channels, CRM systems, and online order fulfillment processes.
Strong communication and organizational skills.
Ability to collaborate across teams and adapt to a fast-paced retail environment.
Proficiency in basic analytics and reporting tools is a plus.