Manager, Customer Care - Chicago, United States - Potbelly

Potbelly
Potbelly
Verified Company
Chicago, United States

2 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
$95-105k per year + bonus

  • 100% Remote in the United States


Potbelly Sandwich Shops, where Good Vibes and Great Careers are a way of life Come Build the Potbelly Nation with us.

Potbelly got its start in 1977 as a small antique store that turned into a lines-out-the-door neighborhood sandwich shop.

Before you knew it, we were serving up delicious food in a fun environment at more than 400 shops across the United States.


We continue to wake up every day with one goal: Make people happy through good vibes and delicious craveable food.

Put those awesome ingredients together, and there's no telling what we'll cook up next


Medical, Dental, Vision, Domestic Partner Benefits, Spouse & Children Benefits, 401k with a match, Flexible Spending Account, Paid Time Off, Incentive Bonus Plan, Paid Holidays, Short-Term Disability, Long-Term Disability, Life/AD&D Insurance, Home office allowance, Cell phone allowance, Internet allowance, mileage reimbursement, AMEX travel card provided.

We're an equal opportunity employer.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Manager, Customer Care & Reputation


GENERAL DESCRIPTION


The Manager, Customer Care & Reputation will serve as the protector of customer loyalty, frequency, and satisfaction, as well as defender of brand reputation, by leading the monitoring and response to customer contacts across multiple feedback channels, including our Talk to Us survey, online reviews, social posts, app store reviews, and 3rd party delivery feedback.

This role will also be responsible for leading selection of tools and vendors for customer care and brand reputation to evolve and optimize the function and efficiency and effectiveness of resolving customer issues; also daily, independent management of those tools and vendors.


This is both a leadership and hands on role that is expected to both oversee team members and actively participate on a daily basis in resolving customer cases, to ensure as a collective team that all customer issues are resolved in a timely manner.

This role will be responsible for synthesizing and analyzing customer feedback across various sources to understand key themes that help improve the business and drive higher customer satisfaction.

This position reports to the Director, Consumers Insights & Innovation and works closely with Potbelly cross-functional teams.

Potbelly looks for creative, innovative and results oriented individuals who thrive in a fast-paced environment. Our marketing professionals need to demonstrate strong analytical skills and an ability to flex to changing needs. Our marketers are team players, comfortable with ambiguity and passionate about delivering results. Strong communication skills, both written and oral, are paramount for the position. The position will require cross-functional interaction and will give broad exposure to aspects of a growing business.


FOCUS

Responsibilities

  • Lead and behave according to the Potbelly Values and uphold the Potbelly Advantage.
  • Support the organization's customer satisfaction and insights agenda
  • Manage and lead all aspects of customer care and brand reputation, including resolving cases, assisting operators and operations leaders with customer and customer tool related issues, and providing frequent customer insights and recommendations to both Operations and Marketing partners based on learning across customer feedback channels
  • Lead evolution of tools and practices for customer care and brand reputation and provide recommendations to leadership
  • Effectively manage and leverage vendor relationships and external partners as needed to achieve the goals of the position
  • Think and act with a broader business lens, delivering customer learning that inspires growth across the organization
  • Inspire change through actionable storytelling, digestible customer findings, and identifying the "so what" behind the data
  • High level of professionalism and confidence with the ability to build credibility with leadership, team members, and business partners and establish effective working relationships
  • Other tasks, as required

ESSENTIAL PHYSICAL FUNCTIONS

  • Must have the ability/stamina to work a minimum of 45 to 55 hours a week
  • Ability to travel as needed, multiple times throughout the year.
  • Ability to finely manipulate and key in data.
  • Must be able to work in both warm and cool environments, indoors and outdoors.
  • Must be able to tolerate higher levels of noise from music, customer, and employee traffic.
  • Must be able to engage in problemsolving skills to help identify and solve customer and field issues.
- person communications.


EXPERIENCE, EDUCATION AND BEHAVIORS

  • Bachelors Degree in Marketing, Business, Psychology or similar
  • 5+ years of experience managing Customer Care and leading Customer Care team members
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