Customer Experience (CX) Support Specialist - WSS

Overview

This position will play a key role in strengthening communication for store teams. The role is responsible for strategizing and delivering clear, impactful communication using different platforms. The candidate will also support the CX team in creating engaging content and supporting program implementations. This role is ideal for a creative personality who can break down information into digestible communication, while also collaborating cross functionally to support store wide initiatives.  Time will also be spend partnering with our FIELD FOX (Field Operations expert) to track and communicate our Store projects.

Responsibilities

• Deliver clear, concise, and timely communications to stores.
• Develop written, video, and/or visual communications including but not limited to announcements, updates, and huddle board content.
• Support communication planning for major events and initiatives.
• Assist in maintaining a consistent voice and format across all communication platforms.
• Create guidelines and templates to align messaging across all stores.
• Partner with other departments to build communication for their new tools/updates and ensure message is clear.
• Continuously evaluates the performance of CX Initiatives for effectiveness, continuity & consistency.
• Simplify complex information into easy to digest docs such as checklists, one pagers, video explainers, and FAQs.
• Continuously evaluates the performance of CX Initiatives for effectiveness, continuity & consistency.
• Assist in managing communication platforms such as email, WSS Intranet, Engage and Task Management platform.
• Continue identifying and implementing new digital tools to elevate communication.
• Partners with L&D Manager and VP of CX for continued support with training materials.
• Support CX team with any additional projects as needed.

Qualifications

QUALIFICATION REQUIREMENTS:

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed above are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

EDUCATION and/or EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in Communications, Business, Marketing, or related field preferred; equivalent experience considered.
• 2+ years of experience in communications, employee experience, training, retail operations, or related field.
• Experience supporting cross functional projects and creating communication content.
• Retail or multi location experience preferred.
• Proficiency in Microsoft Office applications, including Excel and PowerPoint.

 

OTHER SKILLS and ABILITIES:

 

• Strong written and verbal communication skills.
• Ability to simplify complex information into clear, engaging messaging.
• Strong organization skills with attention to detail.
• Ability to manage multiple priorities in a fast paced environment.
• Experience with Canva, presentation tools, and AI tools preferred.
• Collaborative and able to build partnerships across teams.
• Ability to travel to stores occasionally as business needs require.

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

 

At Foot Locker, we value innovation, authenticity, and integrity in all that we do.  To uphold the security and fairness of our hiring process, we ask that candidates refrain from using AI tools, including ChatGPT, during interviews and assessments.  To ensure a smooth and secure experience, please review the following guidelines:

• Cameras must be on for all virtual interviews.
• AI tools are strictly prohibited during interviews or assessments.

We appreciate your understanding and cooperation as we work together to create a transparent and equitable hiring experience.

Benefits

The annual base salary range is $70,500 - $75,000 / year. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the WSS total compensation package, which includes the below.

• Paid Time Off, Paid Parental Leave
• Life, Medical, Dental, and Vision Coverage – Individual and Family Plans
• Self-Development & Recognition Programs
• Bonus Incentive Program
• Advancement Opportunities
• 401k Retirement Plan and HSA Contributions
• 30%-50% Employee Discount - Friend & Family Events
• Community Engagement Opportunities

ABOUT WSS:

WSS is the premier footwear retailer in the U.S. doing business in neighborhood-based stores. Consumers trust WSS for the best brands, greatest values and largest selection of athletic, dress, fashion and casual footwear for the entire family. Our large store format enables us to showcase thousands of styles from top name brands like Nike, Jordan, Vans, Converse, Adidas, Puma, Skechers, etc. In addition, WSS carries high quality private brands augmenting the breadth of selection to deliver amazing value to our customers. 

 

WSS is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.