Director of Customer Care

2 weeks ago

Little Rock, United States Arcane Capital Partners Full time

Arcane is a custom plastic injection molding company providing products around the country. Manufacturing anything from shopping carts to caster wheels to agricultural tools, we specialize in fulfilling your plastic manufacturing needs. Our business philosophy is an extension of its founders. Their personal ethics are reflected in our commitment that every customer deserves the best quality that can be produced at a fair price and in a timely delivery.

ARE YOU READY TO JOIN OUR TEAM?

The Director of Customer Care is a strategic leadership role responsible for overseeing all aspects of the customer care department within the organization. They are tasked with developing and executing initiatives to enhance the customer experience, improve customer satisfaction, and drive customer loyalty. The Director of Customer Care plays a critical role in shaping the company's customer-centric culture and ensuring that customer care operations align with business objectives.

WHY JOIN ARCANE?

  • Competitive Pay
  • Rapidly Growing Company
  • Opportunity for Advancement and Long-term Career
  • Medical, Dental, Vision, and Life benefits
  • 401k offering
  • Team-centric work environment
  • Generous paid time off
  • Paid Holidays
  • Advancement opportunities

POSITION REQUIREMENTS

  • Bachelor's degree in business administration, marketing, or a related field is preferred.
  • Proven experience in a senior leadership role within customer care, with at least 3 years of experience in a managerial capacity is required.
  • Demonstrated success in developing and implementing customer experience strategies that drive measurable business results is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Strategic Planning:
    • Develop and implement the strategic vision and objectives for the customer care department in alignment with the company's overall goals and values.
    • Identify opportunities for process improvements and service enhancements to optimize the customer experience.
    • Collaborate with other departments, such as marketing, sales, and product development, to integrate customer feedback and insights into strategic decision-making.
  • Team Leadership:
    • Lead and mentor a team of customer care managers and supervisors, providing guidance, support, and professional development opportunities.
    • Foster a culture of excellence, accountability, and continuous improvement within the customer care team.
    • Ensure that staffing levels, training programs, and performance metrics are aligned with departmental goals and objectives.
  • Customer Experience Management:
    • Define and implement standards for customer service excellence across all customer touchpoints, including phone, email, chat, and social media.
    • Monitor customer feedback and satisfaction metrics to identify trends, issues, and areas for improvement.
    • Develop and execute strategies to address customer pain points, reduce churn, and increase customer lifetime value.
  • Operational Excellence:
    • Establish and maintain efficient and effective processes for handling customer inquiries, complaints, and escalations.
    • Utilize technology and data analytics tools to optimize workflow, automate routine tasks, and enhance productivity.
    • Ensure compliance with regulatory requirements and industry best practices related to customer care operations.
  • Performance Measurement and Reporting:
    • Define key performance indicators (KPIs) and metrics to evaluate the effectiveness of customer care initiatives and operations.
    • Analyze data and generate reports to track progress, identify areas of success and improvement, and make data-driven recommendations.
    • Present findings and recommendations to senior management and stakeholders on a regular basis.

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