Customer Experience Manager

POSITION DESCRIPTION

Title & Reporting Relationships

Position Title:

Customer Experience Manager

Brands:

Outerknown, Firewire, Slater Designs

Reports to:

General Manager, eCommerce & Digital Marketing

Department:

eCommerce & Digital Marketing

Oversees:

Yes, oversees Customer Experience agents

Interactions:

Interacts with Operations, eCommerce, Marketing, Merchandising, and others as needed.

This is a hybrid role with a 3 days in office requirement (subject to change)

Main Purpose and Major Challenges of the Role

Oversees the development, growth and management the Customer Experience team and is responsible for excellence and evolution of the Customer Experience.

ACCOUNTABILITY:

Team Management & Development

• Build and retain a best-in-class team of Customer Experience agents who will efficiently handle customer tickets, live chat and phone support while upholding the brand experience and company values.

ACCOUNTABILITY:

Customer Experience & Technology

• Define, deliver, and track strategies and roadmaps for the Customer Experience function.
• Drive the automation of CX processes and leverage technology to improve the customer experience and maximize the efficient use of CX resources.
• Oversee day-to- day operations in the Customer Experience department. Supplement customer service chats and tickets and assist with social media inquiries as needed.
• Manage and assess quality assurance policies and standards.
• Improve Customer Experience quality results by studying, evaluating, and re-designing consumer journey; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Works closely with cross functional partners to troubleshoot and resolve consumer pain points that adversely impact the Customer Experience.

ACCOUNTABILITY:

Customer Insights & CX

• Understand our customer on a deep level and brings those insights to life.
• Identify customer pain points in the customer journey and implement solutions to those pain points, leveraging technology when possible.
• Produce weekly customer service KPI reporting. Define KPI goals and work to deliver against those goals.
• Provide product feedback and insights from consumers to the product team.

ACCOUNTABILITY:

Personal Measurables

• Define and drive strategic roadmaps and deliver against the initiatives set forth within.
• Achieve Customer Experience & Service KPI goals.
• Continually retain an open mind, while always reserving the right to exercise best professional judgment.
• Take a global mind-set, acting as one company and putting the company's best interests above those of any one individual or team.
• Live the brands vision and values.
• Don't be afraid to challenge the status quo, take risks, innovate and learn from failures.

ESSENTIAL SKILLS & QUALIFICATIONS

• +5 years minimum experience managing a Customer Service team
• Expert in Zendesk and/or Gorgias
• Shopify expert
• Strategic thinker with an entrepreneurial mindset that can define and implement strategic roadmaps.
• Understands transactional tickets as well as marketing upsell opportunities and knows how to create efficient systems to maximize both.
• Has a "customer-first" friendly attitude
• Understands quantifying their work by establishing and tracking KPI's.
• Understands ecommerce and knows how to efficiently reply to customer inquiries.
• Proven track record of building a best-in-class team of Customer Experience agents.
• Excellent communications skills.
• Independent thinker.
• Problem solver.
• Detail and solution oriented.