100% fashion Staff with care

CX Manager

Carlsbad, CA 92008

Posted: 05/14/2021 Job Category: Customer Service Job Number: 174362

Job Description

Title: Customer Experience Manager (CX)
Company Description: luxury lifestyle + activewear brand
Location: can be based remote anywhere in the USA

Key Responsibilities:
Own the process of providing feedback on the customer experience pain points from end-to-end.
Provide knowledgeable answers, resolve customer inquiries, and exceed customer expectations with timely follow-up/follow-through on requests and comments on all platforms.
- Onboard and train new CX team members as the need arises.
Prepare and update SOPs.
- Complete ongoing competitive analysis on best in class customer experience.
- Increase customer advocacy including referrals, testimonials, references, etc., identify cross-sell and up-sell opportunities, and increase loyalty and retention.
- Investigate new tools and systems that would provide improvements and solutions to the customer experience.
- Work closely with the marketing and warehouse teams to anticipate high traffic volume that may affect the customer experience.
- QA site experience frequently on mobile, mobile app, and desktop.
- Work with our E-commerce team to troubleshoot site issues and bugs.
- Identify and help develop tools and processes to provide best in class customer experience.
- Stay abreast of digital marketing trends and proactively share new insights.
Build strong working relationships with all cross-functional team members.
Provide additional support as needed to support the marketing and operations team (10%-25%).
- Track KPIs from various reports and share key findings on a weekly basis.
Manage the product seeding process and micro-influencer program.
Perform other duties as assigned

Position Requirements:
Completed Bachelor's in Marketing, Communications, or related field.
Experience managing CX Operations as well as 4-5+ years directly handling CS inquiries and support ticket management.
Experience setting up CX via Zendesk or Gorgias.
Experience with Shopify Plus D2C.
Experience in fashion and/or with a DTC/e-commerce preferred.
- Analytical skills to determine marketing effectiveness and ROI of customer engagement efforts.
Self-motivated and takes initiative.
Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention-to-detail.
- Detailed-oriented, well-organized, excellent time management and reliable.
Ability to learn quickly and adapt to new processes and software.
Ability to juggle a variety of initiatives and adjust to changing timelines and priorities.
- Highly resourceful team-player, with the ability to also be extremely and effectively independently accountable.
- Excellent coordination and people skills, including the ability to establish and maintain working relationships with all team members.
Ability to communicate effectively with cross functional teams.
Ability to handle confidential information with discretion.
Superior skills in Microsoft Office (Outlook, Word, Excel and PowerPoint).

Compensation Package:
- Competitive Salary Base
- Discretionary Performance Bonus
- Health Insurance Benefits Coverage
- 401k Retirement Plan
- Generous Paid Time Off
- Observed Company Holidays
- Flexible Permanent Work From Home
- Product Allowance + Discounts

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