Manager of Ecommerce Customer Experience

Emerging Blue Jobs

San Leandro, CA

Full-Time

Job Description

Manager of Ecommerce Customer Experience

Torani is a purpose driven, people focused company with a passion for flavoring beverages across the globe. For almost 100 years we’ve been reimagining how to flavor beverages and we’re looking for a Manager of Customer Experience to support our growing production and deliver world class flavor and service to all our customers. Are you driven by a passion to elevate the customer experience?

We are seeking a dynamic leader to oversee our in-house customer experience operations and to be the key liaison with our off-site contact center. Your deep understanding of customer experience and process management will be crucial in capturing our customers' needs and aspirations.

As our Customer Experience (CX) Manager, you will be the guiding force for our dedicated team of in-house customer experience professionals and lead the mission to deliver Radical Hospitality. This pivotal role encompasses fostering our call center partnership and providing support across various customer touchpoints from retail to foodservice. Moreover, using your experience with CX metrics and reporting, you'll unlock strategic insights, steering our eCommerce business towards new heights of customer-centric innovation. Join us in crafting a future where our commitment to flavor, engagement, and innovation comes alive through every customer interaction, in-house and beyond.

Key Success Factors:

First 12-18 Months

-E-Comm Experience SME: The way our consumers shop and interact with our product continues to evolve and so has Torani! You are excited to lead CX for this business, and deliver on what we do best, create Radical Hospitality for our new D2C eCommerce site. You will help launch the new e-commerce contact center, including supporting CX communication, processes, and reporting.

- Contact Center Integrator: You’ve established a strong and collaborative relationship with our contact center team, ensuring they are fully integrated with the right training materials and have the right agents in place to represent our brand. Key processes, like escalations and product quality, have been optimized to be effective and efficient, all while maintaining a customer-first mindset. Under your leadership, the contact center understands that CX contributes to the development of functional strategies that support eCommerce (Customer Service, Marketing, 3PL, QA, IT, etc.) across the organization. You utilize Salesforce, Zendesk and Five9 and execute processes to support the contact center in the timely and knowledgeable engagement of consumers and operators with phone, web, email, and chat inquiries. Agents enjoy representing the Torani brand and attrition is low.

- Customer Experience Mentor: Delivering an impactful Customer Experience is in your DNA. You have empowered and prepared the contact center to be ready for what each day brings- it will never be the same, and that’s how we like it! Whether it’s responding to phone, email, or chat requests, the team is inspired and enabled to respond quickly, engage, and connect. Each interaction includes getting to the root cause, solving problems, and delivering timely follow-up; making our customers know they are in good hands at Torani. Customer satisfaction scores reflect your impact and meet or exceed KPIs.

- Strategic Insights and Reporting: You have enabled consistent and comprehensive reporting. This information is formulated into strategic insights and is the basis for new ideas and strategies to support Torani’s D2C business and the broader organization’s CX. In partnership with vendors, you’ve developed a scorecard that clearly captures trends in the business and can easily articulate the successes and opportunities for CX.

- Impactful Project Manager: You’ll have immersed yourself in various projects focused on enriching the e-commerce experience journey and optimizing processes to achieve tangible results. Your exceptional collaboration and communication skills distinguish you, allowing you to seamlessly coordinate with external partners to align on project objectives and ensure timely execution and delivery.

Attributes & Qualifications for the Role:

- Minimum of 5 years’ experience in customer service or contact center management.

- Proven experience in a team lead or supervisory capacity within a contact center or customer service environment.

- Demonstrable ability to mentor, coach, and develop team members to achieve high performance and excellent customer service.

- Familiarity with contact center technologies and customer relationship management (CRM) systems. Zendesk and Five9, are a plus but not required.

- Flexibility to adapt to the evolving needs of a growing business and lead through change with resilience and a positive attitude.

- Demonstrated project management skills, with the ability to navigate competing priorities. Strong oral and written communication skills, with the ability to discuss business issues and action plans.