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Quick Question:

How many years of experience do you have a Customer Happiness/Service environment? And how many years have you been in a supervisory/management/leadership role?
Please note that this position is no longer available.
If you would like to be considered for similar opportunities now or in the future, feel free to apply and/or set up a notifier for yourself.
Director, Customer Happiness
IN - Greenwood


Opportunity Snapshot
Top reasons to consider aligning your career with FGX International
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Key Leadership Position Directing a High-Performance Team & Growing CX Operation at a Global Industry Leader

If you combine a passion for excellent customer service with a wide view of the consumer experience and outstanding leadership and team management skills, the role of Director, Customer Happiness with FGX offers you some very compelling opportunities. You will:
  • Oversee a high-performance team and CX operation and make your mark delivering innovative solutions and processes to support strong growth and make a good thing even better.
  • Serve as a key member of the Digital and Consumer Experience senior leadership team and help drive strategy, build collaborative solutions, and design and implement processes that address customer service pain points and improve customer happiness.
  • Enjoy wide visibility and influence as you lead the CX function for a large, global organization. 
  • Support multiple high-visibility brands. We are continually introducing new products and launching new collections. 
  • Showcase your potential to take on additional responsibilities and advance at an established and stable company with more than a century of success.
  • Enjoy a vibrant culture and passionate, service-oriented group along with the stability and resources of FGX International and our global parent company EssilorLuxottica -- the world's largest player in the eyewear industry.
FGX International, an Essilor company, is the world's leading designer and marketer of non-prescription reading glasses, optical frames and value priced sunglasses, with a portfolio of established, highly recognized eyewear brands including Foster Grant®, Sight Station®, Magnivision®, Gargoyles®, Corinne McCormack® and SolarShield®. FGXI is headquartered in Smithfield, Rhode Island.
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Play an Integral Role Providing Strategic Direction & Oversight of the Ecommerce Customer Experience

The Requirements
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To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Director, Customer Happiness opportunity, you will have:
  • At least of 6 years of progressive customer service, CX planning or call center experience 
  • 3+ years’ experience directly leading a mid-to-large customer service team(s) (20+)  Quick question for you - click here
  • Strong ecommerce experience
  • Experience coaching and developing new leaders for successful team management
  • Experience implementing CX processes and/or organizational design
  • Understanding of how data, insights and trends drive strategic planning, visibility and business success
  • Deep understanding of the customer experience; various demographics, etc. 
  • Excellent interpersonal and verbal and written communication skills
  • Strong computer skills including in-depth knowledge of the Internet, and intermediate Google apps skills, particularly with Gmail and Google Drive
  • Superior organizational and time management skills 
Preferred, but not required:
  • Bachelor’s degree
  • Multi-brand experience
  • Experience leading a team including multiple locations/states and/or remote employees
  • B2C retail experience
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The Role
If you meet the minimum qualifications, feel free to apply at any time. If you'd like some additional details about the role, please read below.
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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.
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Why Join Us
More great reasons to build a career home with us.
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Strong support and room to excel
You will enjoy outstanding support at FGX, from great tools to a talented Business Intelligence team to a passionate leadership team and highly engaged CXO who can provide strong mentorship, which will allow you to serve as a CX visionary and execute on your strong ideas. 

Professional development
This is a high-impact role with a wide breadth of influence and responsibilities. You're bound to add to your skillset as you work with an experienced group of leaders who are passionate about the customer experience and routinely support one another. It's a great group to lean on and learn from. 

Global market leadership
With worldwide brand recognition, international corporate locations, and sales spanning the globe, FGX International maintains a global presence and continues to expand into new locales. Our parent corporation, Essilor International, manufactures optical lenses under the Varilux®, Crizal®, Transitions®, and other brands, and Essilor products are worn by one billion people daily. Essilor's recent merger with Luxottica has created the world's largest player in the eyewear industry.

Excellent compensation
We offer competitive salaries and attractive benefits, including comprehensive medical and dental care, life insurance and 401K programs, and the opportunity to work on some of the most famous brands in our industry.

Pictured: Making a difference in the lives of others is part of our daily focus at FGX International. We participate in a number of programs designed to provide support to organizations dedicated to improving our way of life, on a local and national level.
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Road to Success
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This is an interesting role in that you'll have a good deal of interaction with the team and manage some tactical issues, such as the implementation of goals and KPIs, but you'll also look at the team from a high level to understand where it can be streamlined and how operations and outcomes can be improved. This is a role for someone who understands planning and organizational development and can see two steps ahead.

Naturally, your customer experience expertise will be essential, but just as important will be your leadership and interpersonal skills as you work with your team, with cross-functional contacts and with other leaders. In fact, cross-functional communication should remain top of mind as you focus on projects, work with a variety of stakeholders people and ensure everyone understands what is needed from the customer perspective. 

In addition, to be an outstanding Director, Customer Happiness, you will:
  • Have the vision to streamline and develop the structure for future growth.
  • Combine creativity and analytical thinking in solving problems and overcoming challenges.
  • Bring strong decision-making skills with the ability to make thoughtful decisions on the fly.
  • Achieve goals independently while also contributing as a team player.
  • Keep a constant eye out for ways to improve processes and efficiencies.
  • Own the customer happiness big picture, but also pay attention to details that will inform strategy. 
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FGX International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at scaraveo@engage2excel.com.