Director Customer Experience - Fort Lauderdale, United States - Coldwater Creek

Description

Be your best self join the team at Coldwater Creek

At Coldwater Creek, we believe that every woman at every stage should look and feel her very best. Like her, our brand is rich with spirit and promise. Were committed to bringing her unexpected and extraordinary styles that fit her life, so she can always be her best self.

We feel the same way about our team. At Coldwater Creek, we have exciting and rewarding career opportunities at all levels. Were an omnichannel retailer serving customers online and through our catalogs. Together with our talented team, we continue building on our rich history of unique style and outstanding customer service.

Working at Coldwater Creek

• Medical, dental, and vision insurance first of the month following start date
• Competitive salaries
• Hybrid work model
• 401(k) Retirement Plan Match
• Employee discounts
• Generous PTO, paid holidays, and sick leave

The Director of Customer Experience and Loyalty is responsible for managing the Customer Experience Center and Loyalty programs for Coldwater Creek and Soft Surroundings. This role requires a unique blend of strategic thinking, creativity, technical proficiency, and operational excellence. The ideal candidate will have a proven track record in strategic planning, management of third-party partners, and customer experience management. This position will involve extensive cross functional work, with both internal and external partners, to build the lifetime value of our loyalty members.

RESPONSIBILITIES

• Effectively manage our Customer Experience Center to ensure all service level agreements are upheld across all touch points.
• Be the Voice of the Customer and champion that cause across the organization by driving customer experience design to support the end-to-end experience.
• Develop opportunities to improve customer experience and build loyalty across all touch points. This includes proactively solving customer issues.
• Manage third-party loyalty partner to ensure rewards, shared costs, revenue, and profit are effectively controlled.
• Strategically build the loyalty program to add value to the program itself and improve the Lifetime Value of the customer in the program.
• Present weekly results/updates to the leadership teams for Coldwater Creek and Soft Surroundings, while highlighting KPIs which impact the customer.
• Manage the costs of the Customer Experience Center by working closely with Finance to forecast the required resources to deliver best in class service levels.
• Utilize data from customer insights and KPIs to make data-based design decisions impacting staffing models, hours of operation, and training.
• Perform root cause analysis on contact volume. Develop initiatives to address key concerns and reduce contact volume.
• Design and implement upsell and cross-sell programs.
• Create and facilitate Seasonal Product training with Customer Service Agents.
• Other duties as assigned.

REQUIREMENTS

• 7+ years experience managing customer experience and call centers.
• Experience managing customer loyalty programs preferred.
• Bachelors Degree in Business Administration or equivalent.
• Travel required 2-3 times per year internationally and 5% of the time domestically.
• Superior communication, leadership, collaboration, and presentation skills.
• Adept at making decisions and solving problems while working under pressure.
• Strength in assessing and understanding data to tell the story.
• Ability to influence key internal and external stakeholders, while building consensus.
• Excellent written and verbal communications skills.
• Must be able to read, write, and speak English fluently.