Senior Client Experience (CX) Lead – Omnichannel Retail Strategy, Team Management & Data‑Driven Innovation – arenaflex (Boston Hybrid – Remote Fridays)

About arenaflex – Shaping the Future of Home Commerce

arenaflex is a global leader in online home furnishings and an emerging force in the omnichannel retail space. With a vibrant headquarters in Boston and a growing network of fulfillment centers, showrooms, and digital touchpoints, arenaflex is redefining how millions of customers discover, shop for, and experience products for their homes. Our mission is to blend cutting‑edge technology with a deep understanding of design, delivering a seamless, personalized journey that inspires confidence and loyalty.

At arenaflex, we celebrate curiosity, creativity, and collaboration. Whether you thrive in a fast‑paced startup mindset or appreciate the stability of a mature, data‑driven organization, you will find a home here. We are committed to building an inclusive workplace where every voice matters, and where diverse perspectives fuel innovative solutions that set new industry standards.

Why This Role Matters

The Client Experience (CX) Lead will be the strategic architect behind the in‑store experience across arenaflex’s entire portfolio of brands. Reporting to the Head of CX and PMO within the Actual Retail division, you will guide a small but high‑impact team, influence cross‑functional partners, and champion a customer‑first mindset that drives loyalty, repeat purchase, and long‑term revenue growth. This is a hybrid role—four days on‑site in Boston, one day remote—offering the perfect blend of collaboration and flexibility.

Key Responsibilities

• Define and Execute CX Vision: Craft a compelling, data‑backed client experience strategy that aligns with arenaflex’s brand values and business objectives across all retail locations.
• Set Metrics & OKRs: Establish clear CX performance indicators, OKRs, and feedback loops that measure in‑store interactions, conversion rates, and Net Promoter Score (NPS) at scale.
• Identify Opportunities: Conduct continuous analysis to surface high‑impact improvement areas—visual merchandising, signage, staff training, technology integration—and prioritize initiatives that deliver measurable ROI.
• Cross‑Functional Alignment: Partner with merchandising, marketing, operations, product, and technology teams to secure buy‑in, allocate resources, and ensure seamless execution of CX initiatives.
• Drive Customer‑First Culture: Embed the voice of the customer into every decision, from store layout to digital‑in‑store experiences, fostering a culture where data‑driven insights guide action.
• Team Leadership & Development: Lead, mentor, and grow a small team of CX specialists, providing coaching, performance feedback, and career development pathways.
• Data‑Driven Experimentation: Design, launch, and evaluate A/B tests, pilot programs, and research studies that validate hypotheses and inform strategic direction.
• Stakeholder Communication: Produce compelling presentations and executive summaries that translate complex analytics into actionable recommendations for senior leadership.

Essential Qualifications

• 5+ years of hands‑on experience in retail client experience, preferably within an omnichannel environment.
• Proven track record of delivering measurable results through cross‑functional collaboration.
• Demonstrated ability to design and implement frameworks that drive business outcomes and quantify impact.
• Experience managing and developing junior team members, fostering a high‑performance culture.
• Strong interpersonal skills with the ability to influence senior leaders and navigate ambiguous, fast‑changing environments.
• Excellent business acumen, analytical thinking, and critical‑reasoning capabilities.
• Experience building a robust measurement system, setting KPIs, and reporting against them with clear, data‑driven narratives.
• Bachelor’s degree in Business, Marketing, Human‑Centered Design, or a related field (or equivalent practical experience).

Preferred Qualifications & Additional Skills

• Advanced degree (MBA, M.S. in Analytics, or similar) or certifications in CX, Design Thinking, or Project Management.
• Background in e‑commerce or digital retail, with familiarity in integrating online and offline experiences.
• Proficiency with analytics platforms (e.g., Tableau, Power BI, Looker) and statistical tools (e.g., R, Python, SQL).
• Experience leading large‑scale retail transformation projects, including visual merchandising, signage systems, and in‑store technology rollouts.
• Fluency in agile methodologies and the ability to manage multiple initiatives simultaneously.
• Passion for staying ahead of industry trends, emerging technologies, and best practices in CX.

Core Competencies for Success

• Customer Empathy: Deep understanding of shopper motivations, pain points, and moments that matter.
• Strategic Vision: Ability to translate high‑level business goals into concrete, actionable CX roadmaps.
• Analytical Rigor: Comfort working with large data sets, extracting insights, and making evidence‑based decisions.
• Collaboration: Skilled at building consensus across diverse functional teams and driving alignment.
• Leadership Presence: Confidence to present to senior executives and inspire teams toward shared objectives.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly and innovation is expected.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a CX Lead, you will have access to:

• Executive mentorship programs that connect you with senior leaders across the organization.
• Sponsored certifications in CX, data analytics, and agile project management.
• Opportunities to lead high‑visibility, company‑wide initiatives that shape the future of retail.
• Cross‑departmental rotations that broaden your skill set and deepen your understanding of the end‑to‑end customer journey.
• Regular knowledge‑sharing sessions, industry conferences, and internal hackathons focused on innovation.

Work Environment & Culture at arenaflex

Our Boston hub blends modern collaborative spaces with quiet zones for focused work. The hybrid schedule—Monday through Thursday in the office, Friday remote—offers the flexibility to balance deep work with face‑to‑face interaction. arenaflex’s culture is built on:

• Inclusivity: A commitment to diversity, equity, and belonging, ensuring every employee feels valued.
• Innovation: A “fail fast, learn faster” mindset that encourages experimentation.
• Community: Regular team‑building events, volunteer days, and employee resource groups.
• Well‑Being: Comprehensive health plans, mental‑health resources, flexible PTO, and a supportive work‑life balance.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary range of $35,000‑$45,000 USD per year, commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to CX metrics and business outcomes.
• Equity participation through stock‑option grants.
• Medical, dental, and vision coverage for you and your dependents.
• 401(k) plan with company match.
• Generous paid time off, parental leave, and holiday schedule.
• Professional development stipend and tuition reimbursement.
• Employee discount on arenaflex products and exclusive access to showroom events.
• Wellness programs, on‑site fitness facilities, and virtual wellness resources.

How to Apply

If you are a strategic thinker with a passion for creating unforgettable retail experiences, we want to hear from you. Join arenaflex and help shape the next generation of omnichannel retail, where every customer interaction is an opportunity to delight and inspire.

Apply Now – Start Your Journey with arenaflex!