Senior Director of Customer Experience

4 days ago


Reston, Virginia, United States Skechers Full time

Skechers is a consumer-centric, strategic global brand with a strong presence in the footwear and apparel industry. Our company culture fosters leaders, creators, and collaborators who drive innovation and excellence.

Job Purpose

The Senior Director of Customer Experience is responsible for leading and managing the customer service department. This role requires strategic and operational skills to build, design, and maintain a system of programs and processes that maximize productivity, leverage resources, and comply with budget.

Key Responsibilities

  • Develop and implement customer service strategies, policies, and procedures aligned with the company's goals and objectives.
  • Motivate, coach, and develop managers/supervisors and customer service representatives.
  • Manage and optimize customer service processes and metrics, identifying areas for improvement.
  • Recruit, train, and develop a high-performing customer service team, fostering a customer-centric culture.
  • Provide coaching, mentoring, and performance feedback to team members, promoting professional growth and development.
  • Evaluate staffing needs to ensure service levels are met.
  • Establish and maintain strong relationships with the Production, Allocations, Credit, and Sales Management team.
  • Monitor and evaluate customer service processes, ensuring adherence to company standards and industry best practices.
  • Identify opportunities for process optimization and implement continuous improvement initiatives.
  • Stay updated with industry trends, customer service best practices, and emerging technologies to drive innovation.

Requirements

  • Foster a strong, customer-centric culture.
  • Knowledge of customer service best practices, footwear and apparel industry trends, and relevant technologies.
  • Strong leadership and people management skills, with the ability to motivate and develop teams.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with customers, colleagues, and stakeholders.
  • Analytical and problem-solving skills, with the ability to analyze data and identify opportunities for improvement.

Education and Experience

  • Bachelor's degree preferred.
  • Minimum of 5-7 years of experience in customer service management, preferably in a manufacturing or wholesale environment within the footwear and apparel industry.
  • Proficiency in customer relationship management (CRM) systems and data analysis tools.

Compensation for this role is salaried at $175,000 - $200,000 per year.



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