Senior Vice President of Global Retail Operations
Why join us?
Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of MillerKnoll means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows MillerKnoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
SVP Global Retail Operations
The Company
At MillerKnoll, our unique culture represents the collective attitudes, ideas, and experiences of the people who work here. We focus on protecting the environment, impacting our communities, exceeding the expectations of our customers through high quality products, and championing diversity in all areas of the business, and together we are on a journey toward a better world. Design for the good of humankind.
MillerKnoll is a globally recognized provider of furnishings and related technologies and services. Headquartered in West Michigan, we have relied on innovative design for over 100 years to solve problems for people wherever they work, live, learn, and heal.
MillerKnoll Global Retail offers the largest selection of authentic modern furniture, lighting, and accessories - making modern design more accessible, worldwide. Operating today across 3 continents, in 3 channels, with 6 of the most iconic of the MillerKnoll brands, and a footprint of 5 distribution centers throughout the USA & Europe – the business is as complex as it is market nuanced. The business has experienced exponential growth over the last 3 years and is projected to continue with a significant growth trajectory in the next 5yrs.
The Role
Reporting to the President of Global Retail, and as a key member of both the Global Retail Leadership Team and the MillerKnoll Global Leadership Forum. The purpose of the role is to lead the Operational side of the Global Retail business - driving competitive advantage by providing a best in class post purchase customer experience.
By taking a long-range & bigger picture perspective on Operations holistically, we’ll be able to develop better agility as a business as it pertains to how we fast we are able to respond to market volatility. In order to do that we need one leader at the helm who is not only able to provide the intelligence, anticipating the challenges we’ll face as a business, and also mobilize the necessary pivots we need to make, at the executive level – fueling faster, better decision making.
In this newly created role, the scope encompasses 2 broad Centers of Excellence:
- Operations & Fulfillment – warehousing, outbound fulfillment, distribution & logistics
- Customer Experience – post-purchase (full) lifecycle including reverse logistics
Building stronger connective tissue between Operations & Finance at the executive level – enabling a single view on our operational effectiveness & financial planning. Optimizing the power of one MillerKnoll & our matrixed ways of working – creating rapid synergies to scale the Global Retail business. Fostering a continuous improvement mindset & ways of working across the network. Working across multiple brands & legal entities – successfully traversing the gaps in systems, process gaps & technology. Driving strategic, sustainable growth through the optimization of our customer lifetime value. Curating the end-to-end Customer Experience (CX) – everything post purchase, as the industry leader, whilst also embedding customer-centricity in our Global Retail DNA.
Centralizing our Customer Experience (CX) programs including research & analytics, customer relationship management and customer success, customer service & business process optimization. Working hand-in-hand with our Marketing communications to facilitate Customer Experience (CX) excellence ownership.
You
You’ll advocate for everyone. You’ll have a sincerity & a modesty about you that people at all levels of the organization will find approachable, open & candid. You’ll serve the customer first & always – be able to move quickly from strategy into action, whilst leading from the front & by example. No job too big or small – at times scrappy, with a whatever it takes mindset. You’ll work & win as a team by being the epitome of a high performing team leader– galvanizing people together, a relationship builder & network creator. Collaboration across teams is a signature strength. You’ll play hard & play fair because your drive to win will be off the charts – but not at any cost. You’ll lead with the sense of duty that permeates the corridors here at MillerKnoll – making the right decisions today, for tomorrow.
You’ll think big & be bold in all that you do - playing the long game by relentlessly out-gaming the competitive set.
- Degree preferred
- 15+ yrs. global experience at an operational leadership level within a growing retail business, preferably within a publicly traded company
- Experience in Furnishings in the Contract or Retail segments highly desirable
- Strong intellectual curiosity, business savvy, strategic & creative
- Commerciality – sound financial acumen, operational thinker & planner
- Entrepreneurial – knows how to work stuff out & get stuff done, is fast & nimble
- Influential -ability to work within a highly matrixed organization, to influence without authority, to attain cross functional buy-in & to create a shared vision
- Highly collaborative & able to hold other people accountable
- Servant Leadership – Purpose driven & values led. Able to demonstrate being able to lead & develop high performing teams
- Aligned with our company values
- Based in Stamford, CT or tri-state area preferably with the ability to travel frequently
Who We Hire?
Simply put, we hire everyone. MillerKnoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.
