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Title: ANALYST, VALUE ADDED SERVICES Location: United States-Virginia-Virginia Beach Job Number: 250002QN Job Summary : Serves as the Analyst of Value Added Services. Acts as the Central POC for the NEX Military Star program, coordinating event codes, providing metrics, and establishing sales and acquisition goals. In conjunction with the White Glove Team, responsible for analyzing metrics related to Military Star Card Extended Service Programs, Call Center operations, Customer Feedback tools, and other Customer Experience programs. Duties and Responsibilities : Works directly with AAFES and the Vice President of Omni-Channel and acts as the central POC for the Military Star program, coordinating event dates and codes with Code M Omni-Channel partners. In conjunction with Code N, establishes Military Star Card sales and acquisition goals by location and district. Creates, maintains reporting tools, and provides regular feedback to stores, districts on goals, results, and program recommendations. In conjunction with Code F, provides feedback and metrics to stores on Military Star Card incentives and the financial impact of application acquisition. Works with Military Star and Code F to determine the profitability of Military Star Card promotions. Provides regular post-promotion analysis to Buying Teams and Locations on sales and profit generated from Military Star promotions. Offers recommendations for improvements to future promotions. Provides cost analysis of Military Star Card promotions to Buying Teams and works to collect vendor funding as appropriate to offset promotional costs. Provides regular updates to Codes N, M, and F on vendor funding collected and outstanding. Partners with NEXCOM’s Marketing and Advertising Division, as well as Code N Visual Partners, to develop event advertising, in-store signage, social media, and other publicity campaigns. Develops metrics related to publicity assets to determine campaign effectiveness and identifies opportunities for improvement. Works with locations and districts to develop and execute Military Star Card acquisition events and provides metrics related to the results of these events. Attends local events as necessary, in collaboration with Store and District Management Teams and the Manager of Value Added Services. Provides training to internal partners for proper execution and best practices related to Military Star Card acquisition. Coordinates with the White Glove Team to develop and analyze metrics for Extended Service Programs, Ship To Store, Drop Ship, Customer Engagement, and Call Center metrics. Provides recommendations for program improvements to the White Glove Team and individual locations based on analysis. Works with the White Glove Team to develop improved reporting tools and trains the team on their use. Acts as additional support to the White Glove Team for resolving customer issues as needed, monitoring shared mailboxes, social media feedback, etc. Upholds the White Glove Customer Service policy for both internal and external customers. Recognizes the importance of genuine, active, and obvious attention required in a retail and service organization. Exercises tact, good manners, and courtesy when working with associates, colleagues, and customers. Adheres to all Personally Identifiable Information (PII) and Payment Card Industry (PCI) guidelines as set forth by DOD and/or NEXCOM. Performs other duties as assigned. Reports to Supervisor of Customer Experience. Qualifications: Requires 5 years of experience. GENERAL EXPERIENCE: Three years of experience gained in a retail, wholesale, or e-commerce environment or other responsible work, which enabled the applicant to acquire knowledge of establishing and monitoring business processes, financial planning, sales and profit goal setting, customer service, sales and inventory practices and procedures, skill in dealing with others in person-to-person working relationships, the ability to analyze problems, and the ability to exercise mature judgment. Demonstrated written and oral communication skills. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: One year of related academic study above high school level or military service in a related field may be substituted for 9 months of experience, up to a maximum of a 4-year bachelor’s degree in Business or another related major, for three years of general experience. AND SPECIALIZED EXPERIENCE: Two years of progressive experience that provided a background in a retail, wholesale, or e-commerce sales or management environment, where the applicant was required to work with store management personnel as well as individual retail customers. Demonstrated ability to perform data analysis and make recommendations, handle customer relations and resolution, provide premier customer experiences, identify and implement process improvements, and troubleshoot. Exempt or nonexempt supervisory experience.