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Customer Experience Manager

2 months ago

New York, New York, United States Calico Cottage Full time

**Job Summary**

We are seeking a highly skilled and experienced Customer Experience Manager to lead our Customer Care team at Calico Cottage, Inc. As the leader of this team, you will be responsible for driving revenue by providing a high-quality client experience for the full life cycle of each of your retail customers.

**Key Responsibilities:**

* Lead the Customer Care team in delivering exceptional customer service, ensuring that all customer inquiries are responded to in a timely and professional manner.

* Develop and implement processes to improve customer satisfaction, retention, and loyalty.

* Collaborate with the Sales team to ensure seamless onboarding of new customers and to identify opportunities to upsell and cross-sell products.

* Manage and analyze customer data to identify trends and areas for improvement.

* Develop and maintain strong relationships with customers, understanding their needs and preferences to provide personalized support.

* Work closely with the Quality team to ensure that all customer complaints are resolved promptly and efficiently.

* Develop and implement training programs to ensure that the Customer Care team has the necessary skills and knowledge to provide exceptional customer service.

* Analyze and report on customer feedback and satisfaction metrics to identify areas for improvement.

**Requirements:**

* Advanced skills in Microsoft Office applications, including Excel, Word, and PowerPoint.

* Experience with CRM software and customer relationship management.

* Strong communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and management.

* Ability to analyze data and make informed decisions.

* Strong problem-solving and conflict resolution skills.

* Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.

**What We Offer:**

* Competitive salary and benefits package.

* Opportunity to work with a leading company in the industry.

* Collaborative and dynamic work environment.

* Professional development and growth opportunities.