Customer Experience Director

7 days ago


New York, New York, United States Fair Harbor Clothing Full time

Customer Experience Director

Location: New York, NY

Employment Type: Full-Time

At Fair Harbor Clothing, we prioritize our customers as integral members of our community. As the Customer Experience Director, you will be responsible for overseeing all customer service initiatives and ensuring our brand ethos is reflected across all communication platforms. Your role will be pivotal in guiding our BPO-partner to embody the Fair Harbor approach to customer care.

Key Responsibilities:

  • Manage and optimize key performance indicators (KPIs) and service level agreements (SLAs) related to response times, agent productivity, and cost metrics across various communication channels.
  • Oversee workforce planning, including budgeting and long-term forecasting for customer service staffing in collaboration with our BPO-partner.
  • Provide comprehensive qualitative and quantitative reports to the leadership team, focusing on performance evaluation, trend analysis, best practices, and risk management to enhance customer satisfaction.
  • Make customer-centric decisions that prioritize the overall customer experience, striving to deliver exceptional service.
  • Lead the strategic development and execution of customer experiences through various platforms, including email, live chat, and social media.
  • Act as the voice of Fair Harbor, inspiring our customer experience team to align with the company’s values and mission.
  • Implement customer experience improvements from inception to completion, utilizing consumer insights to identify opportunities, establish timelines, and measure outcomes.
  • Build and mentor a dedicated team of customer support professionals, balancing hands-on involvement with strategic growth initiatives.
  • Effectively manage customer escalations and ensure timely resolutions.
  • Oversee relationships with customer service partners and vendors to minimize issues and swiftly address any challenges.
  • Collaborate cross-functionally with teams in Ecommerce, Retail, Marketing, and Production to enhance customer and community experiences.
  • Explore proactive strategies for utilizing customer support resources to foster client relationships and enhance customer loyalty.

Qualifications:

  • Located in the New York City metropolitan area.
  • Minimum of 4 years of relevant experience.
  • Thorough understanding of customer service metrics, technologies, and integrations.
  • Able to maintain a broad perspective while being detail-oriented and committed to achieving success.
  • Proven track record in managing teams, both in-house and remotely, demonstrating leadership qualities that foster success among peers.
  • Data-driven and goal-oriented mindset.
  • Highly organized and detail-focused individual.
  • Empathetic and dedicated to going above and beyond for customers.
  • Exceptional communication skills.

What We Offer:

  • Competitive salary and benefits.
  • 401(k) plan with company matching.
  • Health and dental insurance.
  • Opportunities for career advancement.
  • Generous paid time off policy.
  • Ten company holidays annually.


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