Customer Service Manager

Title: Customer Service Manager

Department: Customer Service

Reports to: Chief Operations Officer

Position Summary:

The Manager of Customer Service is a consumer-facing, retail-oriented leader that is responsible for the complete satisfaction of our customers. The ideal individual will drive business results through the identification and development of customer insights that lead to breakthrough opportunities for new programs, revenue streams and optimization. The Customer Service Manager will use training, analytics and trending data to drive customer-centric activities that improve overall consumer experiences. This role will act as the advocate for the customer within the organization and help us advance our customer experience, and build our business while collaborating cross-departmentally to drive performance throughout each area of the business.

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

Competencies:

• Must have a command of retail operations

• Must possess leadership and motivational skills.

• Must possess excellent communication skills.

• Experience in recruiting, developing, and managing employees.

• Knowledge, experience on call center protocols – IVR, KPI’s, CRM, and best practices.

• Excellent computing skills – (Excel, Word, Outlook, Google docs.)

• CRM and customer satisfaction methodologies – (Foresee, Net Promoter, etc.)

• Team player collaborating with support areas (IT, Finance, Sales, Ops, etc.)

• Ability to problem solve and determine/recommend solutions.

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

Supervisory Responsibilities:

This position will have a team of direct reports and could grow into an international organization.