Customer Experience Manager

About The Company:

James+James is one of the fastest growing eCommerce furniture companies in the country. Started in 2011, James+James is expanding rapidly and was proudly recognized in the Inc. 5000 list of 2022 and 2023, due to our substantial growth and success. We’re only hiring team members that want to grow and help shape the life of a company.

About The Position:

James+James is hiring a Customer Experience Manager to manage our Customer Experience Team as well as our retail showroom in downtown Springdale.

We take our customers' experience from the first website or store visit to post-delivery follow-up very seriously, and we're looking for someone to help us deliver an exceptional experience for our customers with an authentic interaction with the company. This is a full-time position that will manage our four person CX team as well as be a design ambassador throughout Northwest Arkansas. The right high performing, motivated individual will drive our sales growth and contribute design expertise as our company continues to scale.

Essential Functions:

• Management of the four customer experience coordinators to support their interactions with our customers located throughout the entire US.
• When appropriate, guide customers in selecting the perfect style, size, and color for their spaces and navigating our unique customization capabilities.
• Represent and champion the company's customer experience as a participant in company's leadership team weekly meetings.
• Communicate clarity of expectations and maintain consistency of customer experiences among the team.
• As needed, assist in situations where the customer experience has been escalated due to damage in transit, etc.
• Support in-store visual merchandising efforts, ensuring that products are showcased attractively and in line with current promotions.
• Develop a continuous improvement culture and assist in developing company processes and procedures as we scale for significant growth.
• Stay up to date with product knowledge and any ongoing promotions to provide accurate information to customers.
• Become adept as using the various applications that support our CRM process
• Achieve mutually agreed upon sales targets and contribute to a positive working environment for both the internal teams as well as our customers
• Location will be split between General Office and Showroom location in downtown Springdale

Benefits:

Full-time schedule Monday-Friday

Paid Holidays

Paid time off program

Affordable Health Care (including Vision and Dental) for qualified employees

401k Plan

Ability for top-performers to rapidly promote within the company

Small team: High visibility by senior company leadership

Applicants Must Possess:

Only those with previous leadership experience with a highly productive team should apply.

Strong written and verbal communication skills.

Great people skills and enjoy interacting with diverse customers from across the country.

Passionate about furniture as a pillar in interior design (Candidates with interior design experience will be given preference)

Attention to detail to help ensure order accuracy and avoid miscommunications.

Ownership of a retail space and a business plan to expand our awareness in Arkansas.