Customer Experience Manager

Fast growing, dynamic, inclusive women's apparel brand seeking a CX Manager

Full Time

Perm

Fully Remote

We are seeking an experienced & strategic Customer Service Manager to lead our dynamic e-commerce customer service team and ensure best in class customer service delivery. The ideal candidate will be customer obsessed, have strong leadership skills, and a proven track record of implementing excellent customer service strategies and creating elevated customer experiences. Most importantly, we are looking for a leader who will be responsible for inspiring the customer service team, and has a proven track record of identifying & elevating individual strengths to collectively build a world-class, strong performing team.

Responsibilities:

• Oversee daily operations of the customer service team, ensuring efficient and effective resolution of customer inquiries and issues.
• Monitor customer service metrics and KPIs, analyzing data to identify trends and areas for improvement. Proactively identify high volume timeframes based on historical events, and plan team resource needs.
• Proactively identify growth trends to determine ongoing team resource needs as well as identify and implement new standard operating procedures.
• Develop and implement a comprehensive customer experience strategy, aligning with the company's goals and objectives around customer satisfaction, growth & loyalty.
• Train, mentor, and supervise customer service representatives, providing ongoing coaching and feedback to enhance performance. Actively work on development plans for each team member.
• Develop, implement and consistently optimize customer service policies and procedures to drive customer satisfaction and retention.
• Collaborate with other departments to streamline processes and enhance the overall customer experience.
• Monitor customer feedback and sentiment, leveraging data analytics to measure and track the effectiveness of the customer service team. Identify opportunities for improvement and provide recommendations to leadership on team resource needs.
• Handle escalated customer complaints and inquiries, resolving issues promptly and effectively.
• Support cross-functional teams to design and deliver seamless customer journeys, from initial contact through post-purchase support.
• Conduct research and gather insights to understand customer needs, preferences, and pain points.
• Champion a customer-centric culture throughout the organization, promoting empathy and advocacy for the customer.
• Serve as a key liaison between the company and its customers, representing the voice of the customer in strategic decision-making processes.

Who You Are:

• Bachelor's degree in business administration, marketing, or related field (preferred).
• Proven experience with 5+ years of experience in a customer service management role, with a track record of success in delivering exceptional customer experiences & leading teams.
• Proficiency in CRM software, Shopify, Gorgias, Loop, Stamped.