Reporting to the Chief Experience Officer (CXO), you will be responsible for the overall day-to-day leadership of the Ecommerce Customer Happiness team, including high-level management, professional development, and team member relations. While you won’t be in the weeds of daily operations, you will provide strategic direction and oversight of the team, including pre- and post-sales support, platforms and team development. You will also collaborate cross-functionally with all teams integral to the development and optimization of a holistic consumer journey including, but not limited to, Technology, Business Intelligence, Operations, Merchandising and Marketing, to drive a best-in-class customer experience. For example, you will work with fulfillment to develop efficient and effective processes supporting customer returns.
Currently, the team includes a Manager of Customer Happiness, who will report directly to you, and approximately 30 team members (indirect reports) located in Indiana and Rhode Island, most of whom are working remotely now but will return to the office again when it is safe to do so. The team is growing and we expect to add more members and an assistant manager as demands dictate. You will help the team integrate with the larger organization, interacting with other disciplines, and creating a robust, collaborative approach that supports our digital / ecommerce customers throughout the customer lifecycle. Your specific responsibilities will include:
- Strategic planning and development
- Understand and execute on industry trends and best practices in customer service
- Actively lead department and company improvements to ensure our customers have a best-in-class experience
- Gather and communicate customer service pain points to influence strategy and develop collaborative solutions
- Partner closely with business intelligence and other team leads to drive optimization decisions, improvements and innovation using customer service data points and insights
- Leadership and team management
- Approve the departmental headcount needs based on sales projections, productivity goals, and budget
- Manage department manager and assistant managers
- Approve team objectives and goals; guide professional development and annual review process
- Make decisions related to performance management, hiring, and the termination process for all Customer Happiness team members
- Coach and develop team members to ensure our customers receive the best possible care
- Departmental oversight
- Deliver the strategic plan and performance of the Customer Happiness department including management of departmental annual expenses
- Review and sign off on monthly budget variances with the Director of Operations, and with Finance to adjust the budget throughout the year as necessary
- Drive team and overall business success by setting clear performance benchmarks and ensure those are being met, analyzed and revisited on a regular basis
Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.