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Customer Experience Director
2 months ago
Customer Experience Director
Location: New York, NY
Employment Type: Full-Time
At Fair Harbor Clothing, we prioritize our customers above all else. We consider our customers as part of our family, and we strive to provide exceptional service with every interaction. As the Customer Experience Director, you will be responsible for overseeing all customer service operations and ensuring our brand message resonates across all communication channels. You will serve as a key advocate for our brand, guiding our BPO-partner in delivering the Fair Harbor customer care experience.
Key Responsibilities:
- Manage KPIs and SLAs, focusing on response times, agent efficiency, inbound rates, and cost metrics across various communication platforms.
- Oversee workforce planning, including budgeting and long-term volume forecasting for customer service needs in collaboration with our BPO-partner.
- Provide comprehensive qualitative and quantitative reports to the leadership team, evaluating performance, identifying trends, and implementing best practices to enhance customer satisfaction.
- Make customer-centric decisions, ensuring that the customer experience remains the top priority.
- Lead the strategy and execution of customer interactions through our customer experience platforms, including email, live chat, and social media.
- Act as the voice of Fair Harbor, energizing our customer experience organization to align with the company’s values and mission.
- Drive customer experience improvements from inception to completion, utilizing consumer data and insights to identify opportunities and measure outcomes.
- Build and lead a dedicated team of customer support professionals, fostering a collaborative environment while scaling the team to meet growth objectives.
- Effectively manage customer escalations and resolve issues promptly.
- Oversee relationships with customer service partners and vendors to minimize problems and ensure swift resolutions.
- Collaborate cross-functionally with teams in Ecommerce, Retail, Marketing, and Production to enhance customer and community experiences.
- Explore proactive strategies for utilizing the customer support team and tools to foster client relationships and promote customer loyalty.
Qualifications:
- Located in the New York City metro area.
- Minimum of 4 years of relevant experience.
- Thorough understanding of customer service metrics, technologies, and integrations.
- Able to maintain a broad perspective while also focusing on details to drive success.
- Proven experience in managing teams, both in-house and remote, with a focus on collaboration and support.
- Data-driven and goal-oriented mindset.
- Highly organized and detail-oriented.
- Empathetic and committed to going the extra mile for customers.
- Exceptional communication skills.
What We Offer:
- Competitive Compensation
- 401(k) Plan
- Health and Dental Benefits
- Opportunities for Advancement
- Unlimited Paid Time Off Policy
- Ten Company Holidays Annually
