Top Women in Retail 2018: Shea Jensen, Senior Vice President of Customer Experience, Nordstrom
To see the full list of this year's Top Women in Retail honorees, click here.
What do you enjoy most about working in the retail industry?
I love how fast-paced it is and that it’ constantly evolving, now more than ever. Perhaps what I enjoy most is that it allows me to be creative, innovative and focused on providing the best possible experience to our customers.
What's the biggest challenge you've faced in your career, and how did you overcome it?
As a store manager, I had the challenge of leading one of our largest stores through a transformative remodel. Not only did the significant remodel displace our product, fixtures and disturb the environment for a period of time, it was also unsettling to our team, as they had to operate in a different way than usual. Keeping our team focused on delivering the best experience for customers during a time of great change and multiple variables was definitely a challenge, but it also gave us license to think about things differently and to adapt quickly. As a result, I learned an entirely different sense of appreciation for my team and our customers.
How would you describe your leadership style?
I believe my style is one of transparency and calm. After many years working in the dynamic, fast-paced retail store environment, you learn to be calm in the face of a storm. I try to be straightforward and transparent with my team about our expected outcomes, but allow them to own the path to get there.
What's the best advice you ever received, and who gave you the advice?
The best advice I ever received was to be myself. Too often leaders fluff feathers or can even oversympathize with teams. Be yourself, be honest, admit what you don’t know, and be confident in what you do.
What one new retail technology or trend do you believe will have the biggest impact in 2018, and why?
Customers continue to define great service as convenience, ease and experiences in which they’re in control. They want to shop where, how and when they choose. We will continue to look at ways to evolve with our customers and adopt technologies that enhance and support their shopping experiences, both physical and digital.
What do you enjoy doing when you're not working?
I enjoy spending time with my husband and two teenage boys. We’re very active. I enjoy running to stay fit, and as a family we do a lot of water and snow sports.
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