Title: ANALYST, VALUE ADDED SERVICES Location: United States-Virginia-Virginia Beach Job Number: 220003S3 Job Summary: Serves as the Analyst, Value Added Services. Acts as Central POC for NEX Military Star program, coordinating event codes, providing metrics, and establishing sales and acquisition goals. In conjunction with White Glove Team, responsible for providing analysis of metrics pertaining to Military Star Card, Extended Service Programs, Call Center operations, Customer Feedback tools, and other Customer Experience programs. Duties and Responsibilities: - Works directly with AAFES and Vice President, Omni-Channel and acts as central POC for Military Star program, coordinates event dates & codes with Code M Omni-Channel partners. - In conjunction with Code N, establishes Military Star Card sales and acquisition goals by location and District. Creates & maintains reporting tools and provides regular feedback to stores & districts on goals, results, and program recommendations. - In conjunction with Code F, provides feedback and metrics to stores on Military Star Card incentives and financial impact of application acquisition. - Works with Military Star and Code F to determine profitability of Military Star Card promotions. Provides regular post-promotion analysis to Buying Teams and Locations on sales & profit generated from Military Star promotions. Provides recommendations for improvements to future promotions. - Provides cost analysis of Military Star Card promotions to Buying Teams and works to collect vendor funding as appropriate to offset promotional costs. Provides regular updates to Code N, M, and F on vendor funding collected and past due. - Partners with NEXCOM's Marketing & Advertising Division as well as Code N Visual Partners to develop Event advertising, in-store signing, Social Media, and other publicity campaigns. Develops metrics related to publicity assets to determine effectiveness of campaigns and identifies opportunities for improvement. - Works with locations and Districts to develop and execute Military Star Card acquisition events and provides metrics related to results of these events. - Attends local Events as necessary based on collaboration with Store and District Management Team as well as Manager, Value Added Services. - Provides training to internal partners for proper execution and best practices related to Military Star Card acquisition. - Coordinates with White Glove Team to develop and provide analysis of metrics for Extended Service Programs, Ship To Store, Drop Ship, Customer Engagement, and Call Center metrics. Provides recommendations on program improvements to White Glove Team as well as individual locations based on analysis. - Works with White Glove Team to develop improved reporting tools and provides training to the team on use of tools and metrics production. - Acts as additional assistance to White Glove team for resolving Customer Issues as needed, monitoring shared mailboxes, social media feedback, etc. - Carries out the policy of courtesy of White Glove Customer Service for both Internal and external customers. Recognizes the importance of genuine, obvious, and active attention required in a retailing and services organization. Exercises tact, good manners, and courtesy when working with associates, colleagues, and customers. - Adheres to all Personally identifiable information (PII) and Payment Card Industry (PCI) guidelines as set forth by DOD and/or NEXCOM. Performs other duties as assigned. Reports to Supervisor, Customer Experience. Incumbent of this position must file a Financial Disclosure Report (OGE) Form 450 as required. Qualifications: Requires 5 years of experience: GENERAL EXPERIENCE: Three years of experience gained in a retail, wholesale, or e-commerce environment, or other responsible work which enabled the applicant to gain a knowledge of establishing and monitoring business processes, financial planning, sales and profit goal-setting, customer service, sales and inventory practices and procedures; skill in dealing with others in person to person working relationships; the ability to analyze problems, and the ability to exercise mature judgement. Demonstrated written and oral communication skills. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: One year of related academic study above high school level or military service in a related field may be substituted for 9 months of experience, up to a maximum of a 4 year bachelors degree in Business or other related major for three years of general experience. AND SPECIALIZED EXPERIENCE: Two years of progressive experience that provided a background in a retail, wholesale, or e-Commerce sales or management environment where applicant was required to work with store management personnel as well as individual retail customers. Demonstrated ability to perform data analysis and recommendations; customer relations resolution and provide premier customer experiences; identify and implement process improvement and troubleshooting. Exempt or nonexempt supervisory experience. Job: E-Commerce
