Senior Customer Experience (CX) Lead – Retail & Omnichannel Strategy – Hybrid Boston/Remote – Leadership Role at arenaflex

About arenaflex – Redefining Home Commerce

arenaflex is a global leader in online home goods retail, pioneering the future of how people discover, shop for, and experience products for their homes. With a vibrant mix of cutting‑edge technology, data‑driven insight, and a deep commitment to customer delight, arenaflex operates a seamless omnichannel ecosystem that bridges digital experiences with physical retail spaces. Our mission is to inspire every customer to create a home they love, and we achieve this by empowering our teams to innovate, collaborate, and put the customer at the heart of everything we do.

Why This Role Matters

As the Customer Experience (CX) Lead – Retail, you will be the strategic architect behind the in‑store experience across arenaflex’s flagship retail locations. Reporting to the Head of CX and PMO within the Retail division, you will lead a small but high‑impact team, champion the voice of the customer, and translate insights into actionable strategies that drive loyalty, satisfaction, and long‑term business growth. This is a hybrid role based in Boston (Monday‑Thursday in‑office, Friday remote) that offers the perfect blend of collaborative office energy and flexible work‑from‑home autonomy.

Key Responsibilities

• Define and Execute CX Vision: Craft a compelling, data‑backed customer experience vision for all arenaflex retail locations, aligning it with brand strategy and corporate objectives.
• Develop Metrics & OKRs: Establish robust CX measurement frameworks, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and store‑level OKRs, to track progress and drive continuous improvement.
• Lead Insight‑Driven Initiatives: Design and run customer‑driven research, testing, and experimentation programs that surface actionable insights and feed them into store operations, merchandising, visual design, and signage.
• Cross‑Functional Collaboration: Partner with merchandising, marketing, store operations, product, and technology teams to embed CX principles into every touchpoint, ensuring alignment on priorities and rapid execution.
• Identify Opportunities: Proactively surface high‑impact opportunities to enhance the in‑store journey, from queue management and staff training to layout optimization and digital‑in‑store integration.
• Stakeholder Influence: Secure buy‑in from senior leaders and cross‑functional partners on CX initiatives, presenting data‑driven business cases that demonstrate ROI and strategic value.
• Team Leadership & Development: Manage a team of two direct reports, providing mentorship, performance coaching, and career development pathways to build a high‑performing CX function.
• Champion a Customer‑First Culture: Foster a culture where every employee, from front‑line associates to senior executives, embraces the “customer‑first” mindset and acts as an advocate for the shopper.

Essential Qualifications

• Minimum 5 years of experience leading retail customer experience initiatives, preferably within a multi‑brand, omnichannel environment.
• Proven track record of delivering measurable business results through CX programs, with concrete examples of KPI improvements (e.g., NPS, sales lift, repeat purchase rate).
• Demonstrated ability to influence senior stakeholders and drive cross‑functional alignment in fast‑moving, ambiguous settings.
• Strong analytical mindset with expertise in translating data into strategic recommendations and actionable roadmaps.
• Experience managing and developing junior team members, fostering a collaborative and high‑performance culture.
• Excellent communication and presentation skills, capable of articulating complex concepts to diverse audiences.
• Bachelor’s degree in Business, Marketing, Retail Management, or a related field; advanced degree or certifications (e.g., CXPA) are a plus.

Preferred Qualifications & Additional Skills

• Background in e‑commerce or digital retail, with an understanding of how online and offline experiences intersect.
• Familiarity with CX tools and platforms such as Qualtrics, Medallia, or similar feedback management systems.
• Experience with agile project management methodologies and the ability to lead iterative, test‑and‑learn cycles.
• Strong business acumen, financial literacy, and the ability to build business cases that tie CX improvements to revenue growth.
• Passion for retail innovation, emerging technologies (e.g., AR/VR, IoT), and how they can enhance the physical shopping journey.

Core Competencies for Success

• Customer Empathy: Deep understanding of shopper motivations, pain points, and expectations.
• Strategic Thinking: Ability to see the big picture while executing detailed, data‑driven tactics.
• Collaboration: Skilled at building relationships across functions and influencing without direct authority.
• Analytical Rigor: Comfortable working with large data sets, extracting insights, and presenting them in a compelling narrative.
• Leadership Presence: Confident, decisive, and inspiring, with a track record of developing high‑performing teams.
• Adaptability: Thrives in a dynamic environment where priorities shift quickly and new challenges emerge daily.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Mentorship from senior leaders in CX, retail strategy, and digital transformation.
• Leadership development programs, including workshops on data analytics, change management, and strategic storytelling.
• Opportunities to lead high‑visibility, enterprise‑wide initiatives that shape the future of arenaflex’s omnichannel experience.
• Cross‑functional rotations that broaden your expertise across merchandising, technology, and operations.
• Attendance at industry conferences, webinars, and internal “innovation days” where you can showcase ideas and network with peers.

Work Environment & Culture at arenaflex

Our Boston office is a collaborative hub where creativity meets analytics. The hybrid schedule (Monday‑Thursday in‑office, Friday remote) offers the best of both worlds: face‑to‑face brainstorming sessions, quick decision‑making, and the flexibility to work from home when you need focused time. arenaflex’s culture is built on:

• Inclusivity: A diverse workforce where every voice is heard and valued.
• Innovation: A “fail fast, learn faster” mindset that encourages experimentation.
• Customer‑Centricity: Every project is evaluated through the lens of the shopper.
• Work‑Life Balance: Generous PTO, flexible work arrangements, and wellness programs.
• Community Impact: Volunteer initiatives and sustainability programs that give back to the communities we serve.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary range of $35,000 – $45,000 per year, commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to CX metrics and business outcomes.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible holidays.
• Professional development stipend for courses, certifications, and conferences.
• Employee discount on arenaflex merchandise and exclusive access to new product launches.
• Wellness resources, including virtual fitness classes, mental‑health support, and ergonomic home‑office allowances.

How to Apply

If you are a strategic, data‑driven CX leader with a passion for retail innovation and a desire to shape the future of in‑store experiences, we want to hear from you. Join arenaflex and become part of a team that is redefining how millions of shoppers interact with brands, both online and offline.

Apply Now – Start Your Journey with arenaflex!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.