Joel Warren Email and Phone Number

• Serve as the E-Commerce and Client Services point of reference to the Repairs & Services team, providing valuable client feedback (product performance, quality, trends, missed opportunities).• Problem solve and use expertise to determine resolutions for client inquiries originating through omni-channel (web: email, chat, chatbot/AI, & social media), call, and store-related cases from clients throughout United States and Canada.• Assist in scaling solutions for growing demand for omni-channel services by developing training content, training new members, and developing ways to increase efficiency and client satisfaction.• Heighten awareness across teams on service offers and its relation to to enhance client experience and increase brand loyalty.• Perform as a business partner to Services Retail Support teams to align on best practices and opportunities. • Serve as an expert on inquiries, leveraging expertise in accordance with product & performance knowledge, service processes, and procedures.

• Responsible for maintaining client-centric approach to support store sales by training all team members on quality and care service. • Communicate daily with team members to ensure the correct management of quality issues. • Maintain a client centric focus, conducting regular follow-up with clients regarding services and service offers.• Ensure timely follow-up with clients related to experience surveys to help enhance client satisfaction. • Liaise with services workshop to become product and care expert within the store.• Promote inventory integrity by keeping IP shrink rate below company target.• Develop strong partnership with store team, ensuring optimal stock & selling floor organization, meeting pullback compliance, and inventory movements.• Ensure client experience is elevated, seamless, and pleasurable.• Assist in optimizing operational functions within the store, helping to optimize sales and minimize losses.• Perform as a team player; participate in all activities contributing to the overall sales and inventory objectives of the store.

• Implement action plans to improve key performance indicators to maximize business.• Conduct weekly visual merchandising walk-through with key staff members.• Direct brand appropriate strategic merchandising based on KPI reporting in order to maximize sales.• Inspire customer centric culture by consistently exceeding customer shop score targets.• Maintain a commercial mindset by encouraging card acquisition and consistently exceeding weekly and monthly acquisition goals.• Develop strong rapport with other store teams within the region, providing expertise and conducting weekly conference calls.• Create hiring plans and assist in recruiting from diverse applicant pool.• Identify strategies to drive core demand of product and services.• Review key performance indicators on a weekly, monthly, quarterly, and yearly basis to identify • Lead and oversee all visual direction that falls within the realm of the store. This includes leading overnight teams, monthly store changes, daily updates, and key visual updates.• Oversee customer service initiatives by monitoring Customer Experience Shop Survey scores, Banana Card Acquisition percentage, and Employee Satisfaction Report scores.