Director of Customer Experience - Retail Division
Director of Customer Experience - Retail Division
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Position Overview:
We are one of the worlds fastestgrowing fitness equipment manufacturers looking for an experienced Director of Customer Experience Retail Division to lead our customer contact center. Under the direction of Vice Presidents of Operations the Director of Customer Experience will lead the teams responsible for delivering outstanding customer technical support for home use customers that purchase the BowFlex Horizon and Schwinn brands. This includes providing the direction to receive inquiries providing diagnostic support dispatching service technicians and resolving issues.
The successful candidate will work with senior leadership to create a strategic plan that will creatively and effectively address the need to deliver industryleading customer support; he or she will then manage the team responsible for executing that plan. This is a supervisory position.
Responsibilities:
Direct all elements of JHTTs Customer Experience Call Center:
Create departmental annual plan to achieve stated key performance indicators and team performance metrics considering projected sales volume call center best practices customer service level agreements onboarding timelines and team efficiency
Recommend optimal team structures to support business needs and projected sales growth
Research and implement tools to streamline the delivery of industryleading customer support
Identify and implement corrective action when teams fail to meet stated KPI achievement goals
Provide direction and support to departmental staff
Set and oversee all departmental budgets including staffing and incentive budgets
Track and analyze team and individual agent effectiveness; adjust programs as needed
Ensure departmental messaging (team scripts recorded messages etc. meet brand standards and contribute to delivering outstanding experiences
Work collaboratively with other departments to meet company goals
Represent team on recurring cross functional meetings with departments as needed
Represent our brands by forming strong relationships with business leaders and key customers
Benchmark best practices and implement continuous improvement initiatives
Ensure proper processes are enforced for all necessary activities including return authorization diagnostic activity comprehensive case creation service tech dispatches goodwill cases etc.
Manage field service vendor relationship
Manage service liaison supervisor and network of thirdparty service technicians
Optimize program to reduce costs and increase customer satisfaction
Sales Support
Build and support direct sales and after support functions.
Establish programs and workflows to reduce cancelation and increase customer satisfaction
Work directly with shipping partners to establish ways to excite and delight the customers through their delivery and install process
Metrics/weekly reporting
Analyze departmental data daily/weekly/monthly and make program adjustments as needed
Provide departmental metrics and status reports to business leaders
Monitor call and case types to suggest proactive communications to streamline contacts
Use datadriven insights to suggest team and departmental improvement opportunities
Integrate with social media and reviews platforms to identify challenges and grow overall customer online sentiment
Team management and development
Oversee all elements of hiring performance management coaching and mentoring of team of supervisors leads agents and other support personnel to achieve stated goals
Manage and support Team Supervisors Team Trainer Manager Team Leads
Manage and maintain the offshore call center and communication flows
Work with CTS Team Trainer to create appropriate training curriculum to meet needs of department; ensure training metrics and ongoing quality assurance targets are met
Work with leadership and team supervisors to establish baseline performance expectations for agents; manage promotion opportunities and career advancement
Create maintain and enforce departmental policies
Manage program to assess quality of customer support experience and reps
Promote and maintain a strong team culture that drives morale and results
Other
Work with other departments to analyze case reports and create support material that can be proactively shared to help minimize contacts for common issues
All other projects as assigned
Education:
Bachelors degree in business management or related field required
MBA or advanced degree preferred
Experience:
A minimum of 7 years experience in roles of progressing responsibility in call center leadership with a minimum of 3 years in a senior management role
Demonstrated experience in creating and executing customer service strategic plans
Demonstrated experience in daily call center management
Proven experience in team leadership coaching and management
Experience in call centers that serve B2C customers preferred
Other Requirements:
Proficient with Microsoft Office suite CRM and SAP
Ability to learn proprietary software and teach others how to use (Online Remedy)
Excellent written and verbal communication skills
A sense of urgency and commitment to continuous improvement
Up to 15 domestic travel and occasional international travel 1 trip per year) possible
Benefits:
We offer an excellent compensation package and teamoriented work environment with growth opportunities. Some of our outstanding benefits include:
Health & Dental Insurance
Company paid Life Insurance
401(k)
Paid Time Off benefits
Product discounts
Wellness programs
EOE/M/W/Vet/Disability
#ZR
Required Experience:
Director
Employment Type
Full-Time
