Customer Excellence Manager

Overview

 

Spanx is a brand for women, by women.  We obsess comfort, deliver results and ensure you look as good as you feel.  We think forward, and give back.  We believe that we are stronger together.  And together, we will make the world a better place…one butt at a time.

Responsibilities

  • Assist with the development and continual refinement of the customer experience strategy
  • Act as key liaison with call center partnership team
  • Create key performance metrics to measure customer experience and brand awareness
  • Partner with call center team to ensure all training and brand materials are effective and up to date, and assist with training when appropriate
  • Ensure all relevant seasonal product and brand information is communicated to call center team
  • Design, maintain and continually optimize departmental processes that address business needs and that ultimately result in an excellent brand appropriate customer experience
  • Develop well written, effective, and brand appropriate tools to be used across the customer experience departments
  • Serve as a primary customer advocate within the organization
  • Partner with ecommerce team to minimize online fraud activity
  • Provide a positive solution for all escalated customer contacts
  • Oversee processing and resolution of overflow ecommerce and retail store returns
  • Capture customer behavior and tendencies, analyze results, and develop cross-departmental recommendations

Knowledge, Skills & Abilities:

  • Demonstrate and foster a sense of urgency and entrepreneurial commitment to achieving goals
  • Knowledge of customer support technologies including phone systems, CRM platforms, chat applications, email, ect.
  • Excellent communicator with superior verbal, written, interpersonal and presentation skills
  • Ability to think critically and problem solve in a fast-paced entrepreneurial environment
  • Experience with executing loyalty programs is a plus
  • Overall knowledge of ecommerce website structure, functionality, and usability
  • Ability to work both independently and with a close collaborative team
  • A team player with a sense of humor

Qualifications

  • 3+ years in retail and ecommerce customer service experience, preferably for a brand
  • History of successfully leading a call center** Mandatory
  • BA or BS, or equivalent work experience
  • Proven track record with motivating a team


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