**Experienced Full Stack Client Experience (CX) Lead – Omnichannel Retail Strategy and Operations**

At arenaflex, we're on a mission to revolutionize the way people shop for their homes. As a leader in the e-commerce industry, we're constantly pushing the boundaries of innovation and creativity to deliver an exceptional customer experience across all touchpoints. We're now seeking an experienced Full Stack Client Experience (CX) Lead to join our Actual Retail team, driving the vision and strategy for client experience across all arenaflex brands, including Wayfair, AllModern, Birch Path, Joss and Main, and Perigold. **About arenaflex** arenaflex is one of the world's largest online destinations for the home. With a global presence and a commitment to industry-leading technology and innovative thinking, we're redefining the way people shop for their homes. Our culture is built on the principles of diversity, equity, and inclusion, and we're proud to be an equal opportunity employer. We believe that every voice, every perspective matters, and we're committed to creating a workplace where everyone can thrive. **Job Summary** As a Full Stack Client Experience (CX) Lead, you'll be responsible for driving, creating, and executing client experience strategies to drive customer loyalty, retention, and long-term business results. You'll lead a team of 2 direct reports and report into the Head of CX and PMO within the Actual Retail organization. Your team will be the "voice of the customer" and will convey this by driving customer-driven methodologies, testing, and investigations, and infusing the voice of the customer into decision-making across the organization. **Key Responsibilities** * Create the retail client experience vision and strategy in collaboration with retail and brand authorities across all brands * Foster client experience metrics and OKRs to measure progress against client experience in our stores * Foster CX feedback loops to report on these metrics objectively, estimating the impact of experiences in the store and ensuring the technology is set up to support CX feedback loops at scale * Regularly identify and prioritize areas of opportunity to improve the client experience in the stores * Secure buy-in from cross-functional teams on a case-by-case basis to deliver OKRs * Drive customer-first thinking across all touchpoints throughout the organization (e.g., marketing, merchandising, visual, signage, etc.) * Lead, manage, and develop a small team **Abilities and Experience** * 5+ years of experience in retail client experience * History of delivering results across cross-functional teams * Ability to build strategies that drive business results and deliver against those strategies to drive quantifiable value * Demonstrated experience managing multiple teams and developing junior colleagues * Excellent communication skills; works with technology choices with senior business and design leaders in complex or uncertain circumstances * Strong business acumen, analytical skills, and critical thinking abilities * Experience defining a clear strategy with a powerful guide and delivering against it with quantifiable outcomes * Shown success influencing senior-level partners on key course based on proposals supported by data-driven insights **What We Offer** * Competitive salary range: $35-45/hour * Opportunity to work with a global leader in the e-commerce industry * Collaborative and dynamic work environment * Professional development and growth opportunities * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) matching program * Paid time off and holidays * Flexible work arrangements, including remote work options **How to Apply** If you're a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. Apply Now! **arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace where everyone can thrive and contribute to our mission of revolutionizing the way people shop for their homes.** Apply for this job