Senior Customer Experience Governance Manager

Job description

Let's introduce ourselves The Senior Manager – Customer Experience Governance provides leadership, structure, and accountability across the Customer Experience ecosystem. This role ensures that CX ambitions translate into measurable retailer performance, financial outcomes, and sustained premium brand positioning. Serving as the governance anchor between retail operations, regions, retailers and cross-functional leadership, this role drives the definition of standards, alignment of performance frameworks, and incentive linkages that embed customer excellence into retail execution. This role is located in Mahwah, NJ. What you'll do: - Establish, evolve, and govern CX Standards and Bonus frameworks, ensuring direct linkage between performance metrics, incentive structures, and experience outcomes. - Define and oversee enterprise-level CX KPI architecture across national, regional, & retailer functions. - Lead CX performance management cadence, including scorecards, dashboards, executive reporting, and structured follow-up routines. - Ensure alignment and execution of long-term CX strategy priorities across markets and business units. - Serve as the strategic interface between Global...