She's Birdie
Director, Customer Experience
Remote
·
Full time
As the Director of Customer Experience you will build and lead our customer support and experience department. You will focus on enhancing the customer experience throughout the entire customer journey, and will utilize the learnings of customer interactions to improve our product and processes. As the leader of this department, you will build the framework for support, and determine and set key quality metrics, with a continuous focus on providing an exceptional customer experience. This role also involves close partnership with Product, Marketing, and Sales to develop a strategic vision for continuous improvement and quality.
Description
What you will do
- Set the short and long-term strategy for customer experience ensuring that quality and budget goals can be met
- Build (from ground up), manage and retain a world-class customer service team
- Document operational frameworks; help develop training materials
- Drive improvements in She’s Birdie’s customer satisfaction scores by championing quality of service through customer feedback and ensuring She’s Birdie’s customers’ needs are understood by cross-functional partners in product management, supply chain, marketing and other relevant teams
- Proficiently capture and strategically manage all business-critical data, facilitating streamlined extraction of customer experience insights for enhanced business decision-making.
- Develop insights, present findings, and make educated recommendations for areas to prioritize for efficiency and effectiveness of Customer Experience department
- Define and track key customer experience metrics (e.g., Net Promoter Score) to measure performance and identify areas for improvement.
- Identify process inefficiencies and recommend improvements to enhance the customer experience and quality.
- Work closely with purchasing, product, fulfillment, and other departments to implement process enhancements.
- Evaluate, implement, and manage customer experience and quality management tools and technologies.
- Ensure the efficient use of technology to support customer-centric initiative
What we are looking for
- 4-5 years of experience in Customer Experience within ECommerce
- At least 2+ years of experience in direct people management, demonstrating a track record of team development and leadership.
- Have a thorough understanding and experience leading best-in-class customer support practices/initiatives
- Seek out efficiency at every step of the process and pay close attention to detail
- Possess top-notch organizational and analytical skills, especially with various ECommerce tools
- Proven experience in delivering tangible business value, and maintaining executive-level relationships with excellent outcomes.
- Experience collaborating with Product teams to shape new product features, understanding the critical path of value delivery, and effectively managing customer expectations around product development..
- Excellent written and spoken communication
Salary
$90,000 - $110,000 per year