Director, Customer Experience - Stamford, United States - Rhone Apparel Inc
Description
**About the Company:**
**Founded in 2014, Rhone is clothing made for the pursuit of progress. Engineered for an active lifestyle, Rhone fills the void between big box retailers and high-end yoga brands, delivering best in class products specifically for men. Currently, Rhone has three New York store locations; Brookfield Place, Hudson Yards, and Midtown Manhattan, as well as one in Connecticut at Chelsea Piers Stamford. Rhone is also sold at all Equinox locations, atall Peloton Studios and on , at Nordstrom, atJackRabbit locations, and is available at more than 350 gyms and specialty stores across the country.**
About the role:
The Director of Customer Experience(CX) is responsible for the strategic leadership and tactical execution of our CX department. They will lead and scale a team of CX professionals and act as a mentor for the management team to achieve business and department objectives. This leader will be responsible for creating the processes and reporting that will be rolled out to the team. This leader will own the customer service voice of Rhone. This role requires a balance of strategic thinking, hands on leadership capabilities, and tactical problem solving to create a great experience for our customers and CX team. They will also take the lead on all communications with the warehouse/3PL related to order status, order issues, missing merchandise, etc. Must be an enthusiastic team player with outstanding organizational skills, time management and attention to detail.
What youll do:
Develop and deploy Rhone's customer experience strategy:
+ Identify and solve gaps in current customer experience across DTC marketing and commerce channels
+ Identify and amplify areas of strength and importance in the customer journey across all customer touchpoints
+ Develop and deploy a top-customer strategy
Ensure all leaders and relevant parts of the organization have a clear understanding of the company's vision and goals for customer experience excellence along with a clear understanding of their own contribution.
Lead and develop a strong team through hiring, training, and supervision to cultivate a high level of job effectiveness, efficiency, and satisfaction throughout the organization.
Coach CX Captains and hold frequent development discussions to train and develop managers skills; strategy, innovation, leadership, data/analysis, CX metrics
Create and implement best practices across all touch points (process, systems, CX, reporting)
Create best-in-class CX operations by analyzing productivity, quality and ROI metrics to ensure efficiency
Build insights from both qualitative and quantitative customer feedback and deliver them to stakeholders with an action plan
Regularly re-evaluate all processes/SOPs to ensure efficient operations
Leverage emerging technologies and/or platform enhancements to improve the CX tech stack, as well as, improve the customer experience
Manage team schedule and coverage, additionally plan coverage needs in advance of peak seasons to be able to accurately staff up or down as needed
Be the operations liaison between Tech/3PL/Logistics/Returns/E-Commerce teams
Create / manage the information contained in Rhone customer experience manuals: Training manuals for Zendesk, Training manuals for the customer experience voice and appropriate responses to different situations (SOPs)
Manage Yotpo review comments & Social Media customer service comments: Determine the process and team members involved, ensure comments provide the same level of service and voice as every customer interaction, ensure comments are answered in our 24-hour turnaround window
Determine process for fraud protection, and manage the customer service aspect of declined transactions
Provide phone, chat, & ticket coverage as needed
Expected to be available on select weekends and holidays or as needed
What youll bring:
5+ Years of Customer Experience Management (in addition to experience as a CX rep)
Strong project management skills, with the ability to manage multiple projects and the desire to bring structure to undefined procedures
Proven ability to adapt quickly, allocate time, and change priorities
Strong technical capabilities and experience implementing technical solutions that enhance the customer experience
Determined and passionate focus to find and improve inefficiencies
Fashion brand experience preferred
D2C experience a must
Experienced with Zendesk Enterprise
Experience with Shopify required
Strong problem solving and analytical skills
KPI driven
Has knowledge of managing staffing agencies/outsourcing solutions
Works well under pressure
Job Type: Full Time
Reports to: VP, Ecommerce
Location: Greater NYC