Position Summary...

What you'll do...

Director or Member Experience

Walmart+ is a membership program that brings undeniable value to our members through in-store and digital benefits like no other retailer can. With membership benefits like Free Delivery from Store, Free shipping with no order minimum, Mobile scan & go in-store, and Member prices on Fuel and so much more, Walmart+ helps our members save time & money.

Specific Responsibilities Include

• Ensure clear, consistent, and impactful messaging of Walmart+ across all touchpoints by conducting frequent audits, creating governance and guardrails around messaging, etc.
• Primary business lead on foundational capabilities including identifying new placements and building tools that enable us to move quicker and more personalized.
• Lead E2E identification and journey mapping of member friction and propose potential solutions
• Create value awareness throughout the in app experience and moments of celebration
• Develop a differentiated experience in our Walmart+ hub and throughout the site experience

• Lead and develop a team of talented individuals and foster a collaborative team culture
• Develop and implement strategies to ensure the best member experience which result in improved NPS and retention. Setting clear goals and monitoring progress towards goals
• Collaborating with all the Walmart+ Business functional areas to ensure a clear understanding of the holistic member experience, consulting with the teams to troubleshoot any gaps
• Develop and leverage internal and external partnerships and networks to execute on and maximize the achievement of business goals
• Working closely with the organization to solve and prioritize the pain points, driving value for the business and greater adoption of the program. Advocate evolution of "one member" approach across all journeys
• Providing insights on all Member journeys to ensure a seamless and connected experience
• Oversee the execution of large-scale, complex projects, and programs by managing and modifying associated project plans; creating and managing task timelines; ensuring the monitoring of success metrics and communicating effectively to key stakeholders
• Influence key business stakeholders

• Established servant leader

• You've worked in large scale, multi-organizational programs before and have the high level of detail and organization required for success.
• You have a strong breadth of experience across Digital & eCommerce
• You're highly skilled at delivering against multiple large scale, simultaneous projects.
• You excel at coaching at all levels of the organization.
• You are collaborative and can work across various teams to influence outcomes.
• You possess a great deal of energy and a positive attitude.
• You participate in strategic planning meetings to create alignment toward your organization's strategy.
• You have deep expertise in working in a cross functional environment, often in complex organizational matrixes.
• You have a deep understanding of Walmart's global network capabilities.
• You can have fun!
• Seasoned professional with extensive experience in a membership and/or subscription business, building up new programs that drive membership outcomes such as retention (i.e. churn prevention) and member lifetime value (i.e. member engagement)
• Critical thinker and strategic mindset, with the demonstrated ability to build and drive holistic strategy, making data and insight-based decisions and showing both the ability to execute against a roadmap and also to be agile through test, learn, and iteration
• Customer/member-centric mindset; takes ownership within organization to be the voice of the customer/member, and relentlessly drives initiatives and processes to resolve customer/member painpoints, ranging from big to small

• Proven ability to work in cross-functional and matrixed environments; able to influence without authority, leveraging data and analytical insights to tell stories and secure buy-in from key stakeholders

• 5+ years in leadership roles
• Extensive experience working in close partnership with Marketing and site operations/Digital
• Experience with membership/subscription programs