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Head of Customer Engagement

2 months ago

Huntersville, North Carolina, United States Rustic & Main Full time

Position Title:
Director of Customer Experience

Location:
Huntersville, NC

Company:
Rustic & Main

About Us:
Rustic & Main is a distinctive and innovative organization focused on crafting wedding bands that tell a story. Utilizing materials such as whiskey barrel wood, historic battleship teak, and meteorite, we create unique and meaningful jewelry.

Our mission is to deliver outstanding products and experiences for our clientele, and we are in search of a committed and strategic leader to enhance our operations.


Position Overview:


We are looking for a dynamic Director of Customer Experience to guide and refine the entire journey our customers undertake, from initial contact to final purchase and beyond.

This role will supervise our customer service and shipping divisions, manage the operations of our retail outlets, and play a crucial role in expanding our retail presence.

The ideal candidate will possess strategic thinking capabilities, a proven history in customer service leadership, an eye for operational efficiency, and a strong dedication to providing exceptional customer experiences.


Key Responsibilities:

Leadership and Oversight:

Direct the customer service and shipping divisions, ensuring they function with excellence and contribute to a seamless and satisfying customer experience.


Retail Management:

Ensure effective management and continuous enhancement of our retail outlets, aligning operations with our brand values and customer expectations.


Customer-Centric Culture:

Cultivate a customer-focused culture throughout the organization, ensuring every customer interaction, whether online or in-store, reflects our commitment to quality and care.


Cross-Departmental Collaboration:
Collaborate closely with other departments to ensure cohesive operations and a consistent, high-quality customer experience across all touchpoints.

Data-Driven Improvement:

Evaluate customer service metrics and other relevant data to pinpoint areas for process enhancement, driving both efficiency and customer satisfaction.


Team Development:
Train, mentor, and develop customer service and retail teams, fostering a positive, motivated, and high-performing work environment.

Issue Resolution:
Address complex customer issues and escalations with professionalism, ensuring timely and satisfactory outcomes.

Retail Expansion:
Contribute to the strategy for broadening our retail presence, identifying and implementing opportunities for growth and improvement.

Industry Insight:
Stay informed about industry trends and best practices, continually enhancing our approach to customer experience.

Qualifications:
Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree is a plus.

Minimum of 5 years of experience in customer experience or service leadership, preferably in retail or e-commerce.

Demonstrated experience in managing and developing teams.

Strong strategic thinking and problem-solving skills.

Excellent verbal and written communication skills.

Ability to analyze data and make informed decisions.

Proficiency with CRM systems and customer service software.

Strong organizational and multitasking abilities.

A passion for delivering exceptional customer experiences.

What We Offer:
Competitive salary and benefits package.

Opportunities for professional growth and development.

A collaborative and supportive work environment.

The chance to be part of a company that values innovation and craftsmanship.

How to Apply:


If you are passionate about customer service, have a strategic mindset, and are excited about the opportunity to lead and grow with Rustic & Main, we would love to hear from you.

Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role.


Job Type:
Full-time

Pay:
$115,000.00 - $126,000.00 per year

Benefits:
Employee discount

Paid time off

Schedule:
8 hour shift

Monday to Friday

Ability to Relocate:

Huntersville, NC 28078:
Relocate before starting work (Required)

Work Location:
In person

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