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Customer Experience Director
2 months ago
Customer Experience Director
At Fair Harbor Clothing, we prioritize our customers above all else. As the Customer Experience Director, you will be responsible for overseeing all aspects of customer service operations, ensuring that our brand message resonates through every communication channel. Your role will be pivotal in guiding our BPO-partner to embody the Fair Harbor ethos of exceptional customer care.
Key Responsibilities:
- Manage and analyze key performance indicators (KPIs) and service level agreements (SLAs) related to response times, agent efficiency, and cost metrics across various communication platforms.
- Oversee workforce planning, including budgeting and long-term forecasting for customer service needs in collaboration with our trusted BPO-partner.
- Provide comprehensive qualitative and quantitative reports to the leadership team, highlighting performance evaluations, trend analysis, best practices, and risk management strategies to enhance customer satisfaction.
- Make customer-centric decisions, ensuring that the customer experience remains a top priority in all initiatives.
- Lead the strategy and implementation of customer experience enhancements across multiple platforms, including email and live chat.
- Act as the voice of Fair Harbor, inspiring our customer experience team to align with the company's values and mission.
- Drive the execution of customer experience improvements by analyzing consumer data, developing project timelines, and establishing technology partnerships.
- Build and nurture a team of dedicated customer support professionals, serving as both a leader and a mentor while scaling the team to meet growth objectives.
- Effectively manage customer escalations, ensuring timely resolutions.
- Oversee relationships with customer service partners and vendors to minimize issues and swiftly address any challenges.
- Collaborate cross-functionally with departments such as Ecommerce, Retail, Marketing, and Production to enhance the overall customer and community experience.
- Explore innovative ways to leverage the customer support team for proactive engagement and relationship building, fostering customer loyalty and retention.
Qualifications:
- Located within the metropolitan area.
- A minimum of 4 years of relevant experience in customer service.
- Thorough understanding of customer service metrics, technologies, and integrations.
- Adept at balancing strategic vision with attention to detail to drive success.
- Proven experience in managing teams, both in-house and remotely, with a focus on fostering a collaborative environment.
- Data-driven and results-oriented mindset.
- Exceptional organizational skills and attention to detail.
- Empathetic and committed to going above and beyond for customers.
- Outstanding communication abilities.
What We Offer:
- Competitive salary and benefits package.
- 401(k) plan with company contributions.
- Comprehensive health and dental insurance.
- Opportunities for professional growth and advancement.
- Flexible paid time off policy.
- Ten company holidays annually.
