7-Eleven Digital Product Manager of Customer Experience Salary in the United States

Overview

▶ Who we are

Imagine working in a place where continuous improvement and innovation is celebrated and rewarded; where fast-paced, high-impact teams come together to positively drive results for one of the largest & most iconic brands in the world.

As the only rapidly growing retailer, you may know us as your friendly neighborhood store. You probably know our familiar name, have seen our pervasive logo, and have tried our highly sought-after products, such as Slurpee® and Big Bite®.  “Brain Freeze” is a 7-Eleven registered trademark for our 53-year old Slurpee® and with over 67,000 stores globally (more than any other retailer or food service provider), we sell over 14 million a month.

But there’s a lot more to our story and much more left to be written.  We are transforming our business, ensuring we are customer obsessed and digitally enabled to seamlessly link our brick and mortar stores with digital products and services. 

At 7-Eleven the entrepreneurial spirit is in our DNA and has been ever since our inception 90+ years ago. It’s what drove us to invent the convenience industry in 1927 by envisioning how a simple ice dock could provide household staples such as milk and eggs to better serve the needs of our customers.

Today we are redefining convenience and the customer experience in big ways...we are fundamentally changing our culture and we want talented, innovative, customer obsessed, and entrepreneurial people like you to come make history with us. 

▶ How we lead

At 7-Eleven we are guided by our Leadership Principles.

Each principle has a defined set of behaviors which help guide the 7-Eleven team to Serve Customers and Support Stores.

▶ About This Opportunity

Responsibilities

• Sharing delight with customers: Telling stories that change the way people think about loyalty and that illustrate the power of what great customer experiences can do to change customer lives.  Use empathy, research, customer interviews, and competitive benchmarking to understand customer needs.
• Make customers loyal to the brand: Develop strategy and tactics to improve member acquisition, retention and lifetime value. Clearly measure, track and report progress against program goals.  Create, evaluate, test, and scale new program mechanics and merchandising strategies that engender loyalty and encourage store adoption
• Transform the business: Grow customer engagement in our offer ecosystem to drive units, trips, trial, and retention in a fiscally responsible way.  Manage budgets judiciously.  Relentlessly forecast and verify initiatives to quantify impact and apply learnings to future initiatives.  Unleash your entrepreneurial spirit and opportunistically identify new sources of revenue or funding to deliver maximum value to customers and business
• Segment and Target customer with relevant content: Work with merchandising leaders and vendor partners to develop cohesive offer strategy that drives incremental sales and units.  Leverage data to provide relevant value to customers to support strategy for CRM, loyalty program, and marketing
• Learning never stops: Work constantly with technologists and data scientists to drive transformational initiatives from end to end perspective by disrupting the way customers think of interacting with loyalty programs and digital offers
• Product Vision Matters: Set your product vision and roadmap that allows evangelizing key performance indicators to drive your vision
• Cross-functional Influence: Collaborate with marketing, operations, brand, compliance, and business partners to coordinate and allocate right set of activities that maximize impact and overall return on investment for 7-Eleven

Qualifications

• Education: Bachelors/4 Year Degree or equivilent years of experience
• Deep understanding of Agile Methodology, Customer Interviews and Design Thinking
• 3+ years of digital product management, strategy, and data analytics
• Adept at building business cases, KPI forecasts, and verification plans
• Deep customer empathy and curiosity
• Passion for solving problems for customers through compelling digital experiences
• Experience with a variety of mobile platforms (iPhone, Android, HTML5) preferred
• Understanding and experience with a wide range of business models and monetization methods
• Hands-on business analytics experience and proven ability to use analytics
• Retail or merchandising experience a plus

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