Job Description

Primary Responsibilities

• Development, management and continuous improvement of the customer experience framework, strategizing the consumer process and journey at all touchpoints
• Generate and implement new ideas to create more engaged customers
• Continuous improvement, oversight and implementation of the UI/UX components of our online store and other digital assets.
• Evaluate and analyze the departmental work process to spot opportunities to improve workflow
• Responsible for our training programs to ensure that our policy, procedures, and product details are accurately communicated to our trainees.
• Ensure that our policy, procedures, and product details are always accurately communicated to our customers
• Establish excellence at all customer touchpoints including online store, email communications, packaging, chat and phone communications, and all other forms of communications
• Develop groundbreaking initiatives to create a unique customer experience
• Create and monitor KPIs related to customer experience
• Analyze and implement new programs, tools, and resources to better deliver exceptional customer service
• Head the development of both online and offline customer experience projects and collaborate with business owners to create a smooth user experience.
• Manage, implement and push the boundaries of new technology to enhance and ease the customer experience
• Manage the Customer Experience team to ensure excellent customer service is provided at all levels

• Supervise the activities of the call center and customer experience team to ensure their interaction with customers meets our high standards
• Recruiting, mentoring, and developing customer experience associates and nurture an environment where they can excel through encouragement and empowerment
• Maintaining lasting relationships with customers.
• Reviewing and responding to all customer complaints
• Identifying and addressing staff training and coaching needs

• University Degree in Marketing or Management
• 5+ Years in a leadership Customer Experience role
• Extensive experience of leading front end customer service teams
• Proven management experience at a senior strategic level role
• Ability to recognize compelling copy and effective graphic design
• Experience in working with digital marketing teams
• Strong technical skills. Must be up to date on new CRMs and awareness of different technologies related to the customer experience
• Ability to lead and inspire the team and develop them to grow
• Previous experience with technical implementations from research to deployment