Job Title:
Customer Experience Senior Manager (CEM)
Location:
Maine. Onsite – That’s right, show up and help your team- they need YOU.
Position Summary:
Minimum of 5-7 years customer service experience with a Direct to Consumer or Ecommerce Company, ideally with experience in the clothing industry
Leadership skills that inspire, motivate and guide the customer experience team
Positive outlook and ability to effectively lead others with a common goal as Customer Experience Senior Manager
Strong call center technology information experience with customer service management tools such as Salesforce Service Cloud, Zendesk, Desk.com, etc.
Must have a predictive/proactive approach to customer experience problems and provide optimal solutions
Ability to be adaptive in a dynamic business environment
Job Description:
Customer Experience Manager believes that every touchpoint is a chance to make a customer's experience remarkable. In turn, customers will not only remain loyal to the brand but refer others.
We are looking for someone who bridges the gap between the customer and our brand.
Their job is to ensure that each touchpoint across the customer journey
is engaging, efficient, and effective. The CEM will increase customer satisfaction
rates, increase customer loyalty, and gain more referrals from those loyal
customers.
Our strategy is to focus on managing customers information to drive sales and
increase customer retention. The Customer Experience Manager (CEM) will use
information from the customer's experience to gain insights from the customers
unique perspective. The goal of CEM is to amplify the customer experience and
cultivate customer loyalty.
Spearhead opportunities to consistently improve the brand experience
Drive customer retention, reduce churn, and increase customer satisfaction
Increase retention within Customer Experience department
Map the customers journey and identify opportunities to proactively intervene on behalf of the customer
Guide the Customer Experience Team in effective client issue resolution and handle any escalations to maintain customer satisfaction and enhance the customer experience
Duties and Responsibilities:
Managing, Supporting, Training, Hiring, and Guiding Customer Experience team members
Working closely with executives to develop and implement effective customer management strategies aligned with company’s goals and objectives
Running reports to proactively monitor and improve customer experiences via customer feedback platforms, analytic soware, and CRM systems Building out Knowledge Articles
Tracking customers trending issues
Working interdepartmentally with product development, Ecomm, Media and Marketing to assist in customer experience
Ideal Qualifications:
Minimum of 5-7 years customer service experience with a Direct to
Consumer or Ecommerce Company, ideally with experience in Apparel & Footwear Industry
Leadership skills that inspire, motivate and guide the customer experience team
Highly motivated
Excellent problem-solving and organizational skills Strong communication skills including verbal
and written
Positive outlook and ability to effectively lead others with a common goal
Strong tech-information skills including experience with customer service
management tools such as Salesforce Service Cloud, Zendesk, Desk.com,
Gorgias or the like and understanding how to automate responses
Must have a predictive/proactive approach to customer experience problems and provide optimal solutions
Developed risk management skills
Developed de-escalation skills
Developed analytical skills
Data-driven decision making
Ability to be adaptive in a dynamic business environment
Benefits:
401(k) matching
Dental insurance
Employee assistance
Employee discount
Health insurance
Paid time off
Referral program
Vision insurance
Send resume to Careers@eXsupero.com
Call us at 443-789-7209
We’re committed to promoting Equal Employment Opportunity (EEO) at eXsupero - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.