(USA) Director, Business Strategy - Member Experience
Walmart

What you'll do at

Position Summary...

What you'll do...

Director or Member Experience

Walmart+ is a membership program that brings undeniable value to our members through in-store and digital benefits like no other retailer can. With membership benefits like Free Delivery from Store, Free shipping with no order minimum, Mobile scan & go in-store, and Member prices on Fuel and so much more, Walmart+ helps our members save time & money.

Specific Responsibilities Include

• Ensure clear, consistent, and impactful messaging of Walmart+ across all touchpoints by conducting frequent audits, creating governance and guardrails around messaging, etc.
• Primary business lead on foundational capabilities including identifying new placements and building tools that enable us to move quicker and more personalized.
• Lead E2E identification and journey mapping of member friction and propose potential solutions
• Create value awareness throughout the in app experience and moments of celebration
• Develop a differentiated experience in our Walmart+ hub and throughout the site experience

We are looking for a Director of Member Experience to join the Walmart+ business team that has experience in the following areas:

• Lead and develop a team of talented individuals and foster a collaborative team culture
• Develop and implement strategies to ensure the best member experience which result in improved NPS and retention. Setting clear goals and monitoring progress towards goals
• Collaborating with all the Walmart+ Business functional areas to ensure a clear understanding of the holistic member experience, consulting with the teams to troubleshoot any gaps
• Develop and leverage internal and external partnerships and networks to execute on and maximize the achievement of business goals
• Working closely with the organization to solve and prioritize the pain points, driving value for the business and greater adoption of the program. Advocate evolution of "one member" approach across all journeys
• Providing insights on all Member journeys to ensure a seamless and connected experience
• Oversee the execution of large-scale, complex projects, and programs by managing and modifying associated project plans; creating and managing task timelines; ensuring the monitoring of success metrics and communicating effectively to key stakeholders
• Influence key business stakeholders

The ideal candidate will be an innovative, adaptable, strategic, & results-oriented leader with a deep passion for the member experience. This role is highly collaborative, working with talented colleagues across eComm, Product, Marketing, Walmart+, and we are looking for someone who is adaptable and can work cross-functionally.

Required:

• Established servant leader

• You've worked in large scale, multi-organizational programs before and have the high level of detail and organization required for success.
• You have a strong breadth of experience across Digital & eCommerce
• You're highly skilled at delivering against multiple large scale, simultaneous projects.
• You excel at coaching at all levels of the organization.
• You are collaborative and can work across various teams to influence outcomes.
• You possess a great deal of energy and a positive attitude.
• You participate in strategic planning meetings to create alignment toward your organization's strategy.
• You have deep expertise in working in a cross functional environment, often in complex organizational matrixes.
• You have a deep understanding of Walmart's global network capabilities.
• You can have fun!
• Seasoned professional with extensive experience in a membership and/or subscription business, building up new programs that drive membership outcomes such as retention (i.e. churn prevention) and member lifetime value (i.e. member engagement)
• Critical thinker and strategic mindset, with the demonstrated ability to build and drive holistic strategy, making data and insight-based decisions and showing both the ability to execute against a roadmap and also to be agile through test, learn, and iteration
• Customer/member-centric mindset; takes ownership within organization to be the voice of the customer/member, and relentlessly drives initiatives and processes to resolve customer/member painpoints, ranging from big to small

• Proven ability to work in cross-functional and matrixed environments; able to influence without authority, leveraging data and analytical insights to tell stories and secure buy-in from key stakeholders

Preferred:

• 5+ years in leadership roles
• Extensive experience working in close partnership with Marketing and site operations/Digital
• Experience with membership/subscription programs

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 $110,000.00-$220,000.00
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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, Statistics, Social Science, Communications, or related field and 6 years' experience in retail merchandising, operations management, or related area OR 8 years' experience in retail merchandising, operations management, or related area.
2 years' supervisory experience

Preferred Qualifications...

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

Leading a cross-functional team

Masters: Computer Engineering, Masters: Computer Science, Masters: Mathematics, Masters: Supply Chain, Masters: Transportation

Primary Location...

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

About Walmart

At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability-and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries-all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?

Walmart, Inc. is an Equal Opportunity Employer- By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, abilities, ideas and opinions- while being inclusive of all people.

Hello, NW Arkansas

With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum-NWA has something for everyone.

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