Position PurposeResponsible for the development and execution of gift card programs to generate incremental sales and orchestrate programs that utilize gift cards to resolve customer issues or provide supplemental customer benefits, e.g., rebate. May be responsible for support of programs to improve operational efficiencies and improve the customer experience. May lead portions of multiple, cross‑functional projects and manage smaller, single‑function projects. May manage the resolution process for complaints/issues with multiple dependencies or of an escalated nature.Key Responsibilities60% - Execution - Manage day-to-day operations: card production, card numbering and distribution, planogram maintenance, sales reporting, rebate management, PO tracking and payment, and special projects. Includes data gathering and root cause analysis.30% - Resolution Management - Manages the resolution process for issues that may require escalation and partners with Gift Card vendors and internal THD team to resolve. Have authority to resolve high profile/executive cases (cases that make it to the executive level).10% - Support - Analyze data and review process and make recommendations to Sr. Management. Review and modify/approve project plans and make decisions as needed. Recommends process changes to expedite goal attainment. Works closely with cross‑functional teams to negotiate resolution.Direct Manager/Direct ReportsThis Position typically reports to Manager, Gift Cards.This role has 0 direct reports.Travel RequirementsTypically requires overnight travel less than 5% of the time.Physical RequirementsMost of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.Working ConditionsLocated in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Minimum QualificationsMust be 18 years of age or older.Must be legally permitted to work in the United States.Preferred QualificationsWorking knowledge of Microsoft Office SuiteAbility to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customersExcellent written and verbal communication skillsExperience with credit services and bankingCustomer service resolution experienceCall center knowledgeAbility to gather and synthesize information from a variety of sources to solve complex issuesCritical thinking and sound decision making based on thorough analysis and reviewBroad knowledge of THD policy, procedures, and structure; knowledge of store systemsExhibited ability to work independently and get things doneStrong attention to detailSound decision making skillsMinimum EducationThe knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.Preferred EducationThe knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.Minimum Years of Work Experience3Preferred Years of Work Experience3Minimum Leadership ExperienceNonePreferred Leadership ExperienceNoneCertificationsNoneCompetenciesAction OrientedCollaboratesCommunicates EffectivelyCustomer FocusDrives ResultsWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.#J-18808-Ljbffr
