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Vice President, Care & Repair Services

Company: Signet Jewelers
Location: Akron
Posted on: May 3, 2021

Job Description:

The Vice President of Care and Repair will have the responsibility for managing the overall repair business for Signet. This includes all warranty and chargeable repairs as well as custom sales. Our care and repair capabilities are the cornerstone of our services business and drive a significant impact on overall customer satisfaction and our P&L. Given changing customer expectations, more onmi-channel relationships and increase in digital engagement across industries, this leader will work to adapt our current care and repair model to meet these new realities.The care and repair leader will collaborate with our Design and Service centers, overall Signet operations, supply chain and IT teams to improve overall turnaround time, routing, demand planning, and systems capabilities. This role will also effectively collaborate both across functions and banners to increase repair sales through improved customer experience and demand creation.

Key Responsibilities:

+ Lead the growth and profitability of our repair business in partnership with operations and supply chain

+ Manage the P&L and operational KPIs for the care and repair business across banners

+ Develop and foster partnerships across Signet to improve demand creation and operational effectiveness

+ Oversee IT infrastructure upgrades to ensure our systems can measure our progress and track customer jobs

+ Strong collaboration with the Digital team and the banners to re-imagine and optimize the customer and employee experience across each stage of the customer journey

+ Identify new business models to improve our performance

+ Grow customer lifetime value through improved repair experiences

+ Launch and manage digital repair intake capabilities

+ Lead nimble product teams to drive responsive and action-oriented tests

+ Contribute to program success by identifying short-term and long-range issues that must be addressed; providing information and commentary pertinent to deliberations; recommending options and courses of action; and implementing directives

+ Partner with operations on demand forecasting, job routing and new models to decrease turnaround time

+ Key leader on the services team, coordinating with the Warranty, Marketing and Loyalty teams to drive the overall services impact and P&L

+ Strong collaboration with store operations to understand capabilities and maximize the impact of programs

+ Report on performance while providing clarity and visibility to program drivers

Position Qualifications:

+ Bachelor's Degree in business administration or related field. Master's degree (MBA) preferred

+ 15+ year job related experience with a proven record of continuous improvement and achievement

+ Proven P&L management experience - with strong financial acumen

+ Demonstrated ability to change the trajectory of a business

+ Customer first orientation- ability to understand customer journey insights and deliver features to drive growth

+ Previous experience working with operations, supply chain management and IT

+ Innovative - able to translate insights and ideas into tangible programs to grow the business

+ Partnerships and M&A - demonstrated ability to develop partnerships to create joint value

+ Depth in overall business and people leadership

At Signet, we are a people Company. Our Mission "Celebrate Life, Express Love." and our Core Values guide how we treat customers and all Team Members.

We're ONE Company, proud of our rich heritage, international presence, marketing leadership through our successful retail brands, and well planned vision for continued growth and success.

Our shared commitment to continually improve and to work hard for our customers and one another creates opportunity for each of us.

Keywords: Signet Jewelers, Akron , Vice President, Care & Repair Services, Other , Akron, Ohio

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