Customer Experience Manager

New York, New York

Post Date: 06/09/2017 Job ID: 83170 Job Category: Customer Service

Title: Customer Experience Manager
Company: Contemporary Brand Known for their Accessories
Location: NYC
Responsibilities: 
  • Responsible to plan, source and develop new Customer Care associates
  • Lead the development of workflows, training manuals and policy/protocol documentation in collaboration with the Digital and Operations team 
  • Conduct external benchmarking / best practice recommendations, implement improvements
  • Automate the generation of weekly-monthly-annual reports that analyze customer inquiry trends and provide recommendations to internal cross-functional teams
  • Monitor and maintain department P/L
  • Serve as the primary point of contact for all escalation points regarding customer experience

Requirements: 

Qualifications
  • Minimum 3 years' management experience in a customer service with a direct to consumer merchant, responsible for a team of 4+ or more
  • High energy, positive “ can do” attitude and self-motivated
  • Experienced in building and managing hiring and staffing models for a call center or Customer Experience team
  • Ability to work at both a strategic level (generating innovative ideas for growth) and at a tactical level (executing updates, analyzing site and customer data, and solving problems)
  • Excellent analytical skills with demonstrated experience turning data into actionable insights
  • Demonstrated understanding of Ecommerce best practices, with a track record of applying these best practices to projects and enhancements
  • A total master of Microsoft Excel and related Windows applications
  • Consistently demonstrate professional verbal and written communication, interpersonal and organizational skills, and leadership skills with the ability to influence others
  • Ability to recognize every customer interaction as an opportunity to improve their relationship to the brand, regardless of the outcome
  • additional language skill a plus

 

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