Department : Customer Service
Position Summary :
Accountabilities & Performance Measures :
Develop and execute a Customer Experience roadmap to influence cultural change across the organization making customer engagement and satisfaction a top priority
Partner with executive team and other stakeholders to analyze, design, document and communicate strategic plan for improving the customer experience
Identify areas for innovation to improve our customer’s experience from systems and technology to process and data improvements
Take ownership of the company’s net promoter score (NPS) initiative and continually strive for improved scores
Identify Key Performance Indicators and implement actionable programs to improve performance
Determine performance-based goals for employees; continually measure effectiveness and offer regular performance reviews
Provide training for all new and seasonal employees for quick onboarding and consistency of voice across all representatives
Work with IT department to design the most effective call-tree to quickly support customer needs
Package key customer experience procedures and processes to support the company’s international expansion and delivery of our best practices to teams across the globe
Qualifications :
Requires 5 or more years of related experience, including management experience of prior customer service teams in a retail or consumer product environment
Bachelor’s degree in Business Management or a related discipline
Preferred prior experience building and implementing a CRM system
Prior experience developing and managing an international customer service function a significant plus
This position will have a team of direct reports and could grow into an international organization.
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