Director of Customer Care
Our client is a popular fashion e-commerce site presenting the latest activewear apparel and accessories. With their on-trend, modern, and cool must-haves, you can effortlessly go from yoga class to brunch in style.
As the Director of Customer Care, you would be responsible for establishing a customer care team that provides exceptional customer services and showcases empathy with customers.
• Establish a customer care team that provides exceptional customer services and showcases empathy with customers
• Present the customer voice to leadership to ensure that all understand customers’ needs and wants and develop a departmental budget for customer care
• Ensure the customer care team is constantly evaluating new and improved ways to engage and surprise our customer
• Develop training documents and growth programs for new customer care associates and review customer communication and think creatively about how to decrease number of customer contacts
• Implement universal standards based on brand mission and ensure standards are understood, upheld, and improved upon
• Document current Customer Care processes and re-evaluate and enhance processes to ensure customer is receiving the best, most streamlined experience
• Build-out a customer care strategy and needed infrastructure through the next few years based on estimated growth and scale
• Bachelor’s Degree; MBA preferred
• 5-10 years’ customer experience management
• Strong knowledge of best practices and systems/tools within ecommerce
? Excellent writing and communication skills with a natural ability to effectively communicate with all levels of management in addition to customers