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Manager of Retail Physical and Digital Merchandising Experience

Company: Capital One
Location: Richmond
Posted on: November 22, 2020

Job Description:

Locations: VA - McLean, United States of America, McLean, Virginia Manager of Retail Physical and Digital Merchandising Experience Across our growing national footprint of Retail Branches and Capital One Cafés, we have supportive people, easy-to-use products, and intuitive tools to help customers achieve a healthy financial future—one with less anxiety and more everyday joy.

The Capital One Cafés are a cornerstone of our innovative approach—think Genius Bar, rather than traditional bank branch. Open to everyone, they’re comfortable spaces where people can get help, explore the latest in banking, and kick back with free Wi-Fi, Peet’s Coffee and local treats. But we’re not sitting around waiting for competitors to catch up. We’re finding ways to be more innovative, more empathetic and more impactful—and we’re looking for a visionary Manager of Retail Physical and Digital Merchandising Experience to help us.

The Role:

As the Manager of Retail Physical and Digital Merchandising Experience at Capital One, you’ll drive the holistic storytelling of the Capital One story for our cafes and branches, and collaborate with company leaders and stakeholders throughout the process. Your work will delight, inspire and empower consumers—with a direct impact on the company’s bottom line.  This role reports into the Director of Visual Merchandising & Branding.

Key Responsibilities:

Lead physical digital experience design including engagement with physical/digital consultancies and Experience Management Platforms

Drive Development, implementation, and maintenance of merchandising standards (schematics, market visits, special events/promotions, etc.).

Strategize & Develop the Visual Merchandising & Branding system to elevate the visual representation of Capital One’s cafes and branches to tell a comprehensive and meaningful brand story. This includes bringing to life visual merchandising planograms in a retail environment.

Direct outside agencies and work closely with the construction delivery and cafe open teams. Responsible for physical and digital production files and providing required information for contractors and agencies.

Support, develop and curate thematic and cultural campaigns/efforts including digital experiences, product integration via collateral and merchandising opportunities, and brand storytelling--- ensuring visual and experiential consistency across all bank platforms.

Cultivate a test and learn, results-driven culture in which innovation and excellence are expected.

Ensure projects are delivered on time, on budget (on all design, visual, creative and operational costs), and with an exceptional customer experience—while simultaneously managing risk.

Keep our retail experience deeply rooted in the Capital One Consumer Bank brand promise and brand DNA, so it’s always coherent and consistent with all other consumer touchpoints.

Collaborate effectively with key stakeholders across the customer experience—including the Market Executives, Retail Strategy and Analytics, Retail Operations, Marketing, Digital Product, Technology and construction teams.

Maintain on-going competitive intelligence within the markets

The Person:

We’re looking for someone with a sharp eye for retail design and innovation, a passion for building brands and delighting customers, and has a pulse on emerging tech and analog experiences. We’re looking for someone with a strategic mind who can create approaches that foster alignment with stakeholders, drive momentum to delivery and translate this into action and results.  Here are just a few qualities we seek in a candidate:

Experience blending physical and digital experiences in retail environments.

Experience in visual merchandising planograms in a retail environment

Creative Technologist skills - have the language and understanding of digital experiences and have a pulse on emerging technology. Skilled at rapid prototyping and iterating.

Have a strong understanding of creating platforms for holistic branded experiences that include analog approaches as well as engaging digital interactions.

Experience developing strategy for Branding identity systems

Ability to drive work with various partners and create alignment

Strong experience designing, developing, and managing project plans in a complex and dynamic environment with a retail, corporate or agency background.

Experience in developing and integrating metrics systems into the experience design in order to measure success.

Excellent project management skills and brand building experience—you know how to prioritize work and resources to bring a brand to life

Has a strong network of contacts, vendor relationships and contractors, with proven ability to work, influence and manage relationships. Experience managing multiple vendors and outside contractors

Expertise in human-centric design and user research (including prototyping)—you have strong empathy for end-user behaviors, and you’re masterful at finding the sweet spot of product desirability, feasibility, and viability.

Have service design experience with understanding of customer journeys.

A get-it-done ethos—you have the energy and willingness to roll-up your sleeves, and a professional agility that equips you to easily deal with the rapidly changing dynamics of the industry and the marketplace.

Exceptional communication skills—you know how to get people onboard with and aligned around a shared vision, from concept to delivery. Can translate technical language into more relatable language depending on the audience.

Confidence in presenting and selling ideas to senior leadership

Proven ability to influence, collaborate and build strong relationships at all levels--and to lead and inspire.

Entrepreneurial spirit --you’re excited by the challenge to manage and collaborate with the team and grow the brand

Basic Qualifications:

Bachelor’s Degree or Military experience

At least 3 years of experience in visual merchandising and retail store design for a company with a national brand presence

At least 2 years marketing and merchandising experience with an emphasis in blending physical experience with digital

At least 1 year of experience in human-centric design and user research, including prototyping

Preferred Qualifications:

Degree in Industrial Design, Environmental Design, Architecture, Design, or Interior Design

Industrial Design or Physical Design experience in a progressive retail environment or design agency

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

Keywords: Capital One, Richmond , Manager of Retail Physical and Digital Merchandising Experience, Other , Richmond, Virginia

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