Café National Executive (Remote-Eligible)

Company: Capital One

Industry: Private

Employment Type:- Full Time

Work Hours:-  8 Hours

Locations:- USA

Full Job Description:-

Capital One is continuing to expand our retail presence by adding locations that extend our successful Café model found in major cities throughout the country. We are currently seeking a National Executive who will be responsible for leading our talented team of Market Executives, Café Coaches, and Café Ambassadors.

Capital One’s objective is to lead the digital reinvention of banking and serve consumers’ growing desire to bank digitally on their terms. Our Cafés serve as a unique platform to help alleviate stress about money matters, help with digital banking needs, and provide guidance on Capital One services. This customer-driven experience is served up alongside handcrafted coffee and beverages. To deliver on this, we are seeking an inspiring leader who combines vision and innovation with field execution.

The National Executive will be accountable for building our brand by creating a legendary customer experience, cultivating highly engaged associates, building effective working relationships across a diverse set of partners, overseeing daily operations across Cafés in multiple cities, and driving successful business outcomes in a way that supports our culture and vision.

We are proud to have NO sales goals nor sales pressure for our Café teams, which supports the inviting and supportive customer experience inside the Café. The National Executive role is not a sales management role, but instead a customer experience leadership role. Specific accountabilities include telling the story of and building excitement around our Café model; developing a clear vision and building alignment around priorities for our Café operations; interfacing with strategy, design, operational, and marketing partners; recruiting, developing, and motivating associates; leading community initiatives; overseeing programming around new products, product features, partnerships, sponsorships, etc; ensuring that each location is operationally well-managed and meets all regulatory and compliance obligations; ensuring that customers have the best experience imaginable; and consistent achievement of NPS and operational performance targets.

Capital One is seeking candidates with experience in retail management (no banking experience required), new store openings, and robust community outreach programming.

Responsibilities:

  • Serve as a core member of the Channels Strategy & Experience leadership team, bringing innovative thinking and helping develop organizational priorities
  • Understand changing competitive and market conditions
  • Serve as the expert voice on the markets and be able to present clear and well- informed perspectives on the markets to internal audiences
  • Clearly articulate the vision and ensure consistent execution of strategy
  • Prioritize asks of partner teams, and influence partners to support Cafe operational priorities
  • Develop loyal customer relationships
  • Inspire and engage associates and Café leadership team
  • Achieve Café Net Promoter Score (NPS), associate engagement, and community impact goals
  • Ensure that daily operations are extremely well managed
  • Support rollout and adoption of new products, experiences, tools, and processes
  • Support direct reports and partners in building local community relationships
  • Embrace diversity, inclusion and belonging as central and integral to building and delivering a successful and high achieving business.
  • Must be able to travel up to 50% of working days to locations across the country, and to attend regional and national meetings and events

Competencies:

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  • Ability to leverage prior retail experience and current industry knowledge to bring new ideas and best practices for running a retail operation at scale
  • Exceptional ability to lead and engage team members in a retail environment
  • Exceptional ability to lead diversity, inclusion and belonging strategies and promote diverse perspectives
  • Exceptional ability to partner across multiple teams and organizations, and build alignment around a shared set of goals and priorities
  • Strong execution and planning skills
  • Strong understanding of, and ability to analyze data and develop solutions
  • Ability to build strategy to deliver on a Customer and Associate centered model
  • Ability to lead retail operations across a nationwide footprint
  • Ability to adapt and thrive in a changing environment
  • Ability to lead and prioritize across a portfolio of projects
  • Ability to optimize and lead well managed business practices in a regulated environment
  • Ability to influence senior leaders
  • Excellent presentation, written and verbal communication skills
  • Strong problem solving ability

Basic Qualifications:

  • Bachelor’s Degree or military experience
  • At least 5 years People Management experience
  • At least 2 years experience in Strategic planning
  • At least 2 years experience leading multi-location retail teams

Preferred Qualifications:

  • Master’s or MBA Degree
  • 8+ years People Management experience
  • 3+ years experience leading multi-location retail teams

Café National Executive (Remote-Eligible)

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