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Customer Experience Manager - D2C Women's Apparel Brand

Company: Fourth Floor
Location: New York
Posted on: January 16, 2022

Job Description:

A D2C women's apparel brand is looking for a talented, hard-working individual to join the team as their Customer Experience Manager. This is a unique opportunity to help shape the voice of the brand by putting customer happiness at the forefront of everything that they do. The ideal candidate will be a skilled problem solver who is always looking for the best path to success. This person has a client-first mindset and does not shy away from a challenge.
The Customer Experience Manager will lead a team of external Customer Experience Associates and make sure clientele are properly taken care of at every interaction point. This role will communicate directly with upper management to build and execute a roadmap to achieving the ultimate white-glove customer experience. This individual will also be tasked with identifying the biggest customer experience pain points and working with internal teams to implement potential solutions.
Key Responsibilities:

  • Own and manage all customer interactions.
  • Evaluate progress again quantitative and qualitative targets.
  • Identify and solve recurring consumer issues.
  • Act as the ultimate brand ambassador for the brand on the front lines of communication.
  • Represent the voice of the consumer in internal meetings.
  • interact with the customer on a weekly basis through multiple touchpoints.
  • Offer Customer Experience Associates assistance during busy times.
  • Train Customer Experience Associates to handle non-routine issues and escalations independently.
  • Make sure at the end of the day that the customer has been taken care of and she feels seen and heard.
  • Bring new and innovative ideas to the table surrounding customer experience.
    Desired Qualifications:
    • 2-3+ years in Customer Experience
    • Individuals coming from a D2C environment are strongly preferred.
    • Experience providing 'white-glove' customer service.
    • Experience working for a lingerie, hosiery or loungewear brand is a plus.
    • Passion for lingerie, hosiery and loungewear is a plus.
    • Adaptable, passionate, hard-working.
    • Interest in working in a small and tight-knit work environment.
    • Experience working with a 3rd-party customer experience team is a plus.
      Please submit your resume for consideration!
      You can use www.workgrades.com to collect and manage your references for free and share them with us or anyone else you choose. Candidates with references are always preferred by our clients. Now is the most important time to stand out from the crowd. We suggest that you ensure you have updated your LinkedIn profile and that you start collecting your references early.by Jobble

Keywords: Fourth Floor, New York , Customer Experience Manager - D2C Women's Apparel Brand, Executive , New York, New York

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