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Director of Customer Care - Santa Fe Springs, United States - Fashion Nova
Description
**Director of Customer Care**
at FN Logistics, LLC Santa Fe Springs, CA **Position Summary**
The Director of Customer Care will be responsible for the strategic leadership and tactical execution of our customer support organization. The Director of Customer Care leads and scales a team of support professionals to achieve business objectives and exceed customer expectations. This position will report to the Chief Operating Officer. The successful candidate will implement, lead and manage the Customer Care department and continue to refine through best practices.
**Essential Functions**
Strategically lead and develop an operational management team to enhance performance by setting clear accountable performance measures.
Responsible for Profit and Loss, or Profit/Cost Budgets.
Create a culture and processes which achieve the business goals and objectives with regards to their customer service.
Improve NPS (Net Promoter Score) CSAT (Customer Satisfaction), or other Customer Metric.
Reduction of the cost to serve.
Empower and Engage the Customer Service Team.
Enhance the First Call Resolution.
Identify new tools and technologies to better serve the customer.
Drive better sales through service.
Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to the Senior Peers.
Act as the Voice of the Customer across the organization.
Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
Work effectively with peers and stakeholders, Finance, Marketing, Operations to negotiate and influence customer improvements.
Continually develop improvements and embed successful change projects.
Drive quality and consistency.
Partner with Client relations to optimize existing Client profitability through business planning and collaboration and deliver increased revenue streams.
**Education & Experience Requirements**
Bachelors degree or equivalent number of years of experience.
**Knowledge & Skill Requirements**
Extensive experience of managing operational customer service teams
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Proven Management and/or relationship management experience at a senior, strategic level role.
Established track record of exceeding targets, KPIs SLAs.
Demonstrate ability to motivate and communicate with others at all levels
Influential relationships skills at all levels. Able to use these relationships to deliver service improvements
Excellent communication and negotiation skills.
Able to adapt and succeed in a changing environment
Evidence of well-developed leadership skills.
**Disclaimer**
This position description is not designed to cover or contain a comprehensive or exhaustive listing of activities, duties, or responsibilities that are required of the employee for this position. Similarly, the listed activities, duties, or responsibilities may change at any time with or without notice. Employees are expected to regularly review their position descriptions and ensure that they are executing the essential functions at a level that meets or exceeds the expected performance outcomes.
