Customer Experience Manager

JOB DESCRIPTION:

We are seeking an experienced Customer Experience Manager to join our team. The ideal candidate has proven experience in customer service management. This role will report to the Executive Director of DTC and will work closely with colleagues in the digital, marketing, operations, and production departments and across the organization to drive and achieve customer retention goals.

RESPONSIBILITIES:

• Own CX team workflows and operations including CX platform and CX communications across all channels.
• Create and manage reporting structure, set cadence, and identify actionable insights. Monitor performance, analyze data, and recommend improvements to maximize efficiency and customer satisfaction, including but not limited to warranty, shipping, customer behavior, and returns and exchanges.
• Ensure optimization and success of all established and new customer service channels, workflows, and initiatives.
• Continue to evolve DTC experience and exceed customer expectations and build brand loyalty.
• Manage an external team of CX associates to meet or exceed KPIs and OKR commitments, constantly raising the bar on the end-to-end customer experience.
• Own external agency relationships entirely, including logistical details and hiring.
• Partner and collaborate with internal teams including retention marketing, production, operations, digital, and retail. Analyze customer feedback and data to identify areas for improvement and own and maintain feedback loops for other departments.
• Create and own promo and product launch briefs.
• Onboard any new CX related platforms.
• Stay up to date on industry trends and best practices.
• Support all new and needed CX, digital, operations, and company needs as identified and delegated.

QUALIFICATIONS:

• 5+ years of experience in customer service management
• 2+ years of experience managing agency partners and direct reports
• Familiar with Gorgias or Zendesk and Shopify
• Excellent communication skills
• Experience building and managing a team
• Strong analytical skills and the ability to interpret and act on data insights
• Proactive problem solver with the ability to troubleshoot and/or escalate issues effectively
• Comfortable with ambiguity and takes initiative to lead projects.
• Proven success in working cross-functionally with all levels
• A highly collaborative, driven, and team-oriented individual who is passionate about customer experience

WHY CALPAK: BENEFITS & PERKS

• Annual bonus plan
• Medical, Dental & Vision insurance
• 401K w/ company matching
• Life insurance & Disability coverage
• Accrued paid time off & floating holidays
• Monthly wellness credits
• Dog friendly office
• Employee discount
• Benefits and incentive compensation may be subject to other requirements and conditions