Job descriptionHealth/Wellness brand, a leader in the natural health and wellness industry, is looking to hire an experienced Customer Care Manager who aligns with the Company’s mission and wants to make a difference by building and maintaining a best-in-class Customer Care department, delivering an unexcelled customer experience in our customers’ health journey thus supporting our vision for a healthier world. This is a Full-Time Onsite role and they are currently located in Marina Del Rey.
The main goal of the role is to deliver a customer experience that matches the premium quality of our products through a clear and consistent leadership of day-to-day customer interactions, engaged customer service, providing efficient order-taking, and deepening the loyalty and satisfaction of our customers. As a Customer Care Manager, you will work cross functionally with leaders of the Marketing, Retail and Tech teams.
•Day-to-Day Transactions: Manage the Customer Care department to ensure customer engagements are consistent with the brand and its mission. With a strong customer-centric focus, the CC Manager will ensure timely response to phone calls, emails, chat, and customer issue resolutions, while increasing the order value and enhancing the customer experience.
•Training and Development: Recruiting, hiring, on-boarding, and training all new hires to deliver effective call response with a keen eye towards relationship-based calls, rather than transactional ones. Training and developing all team members, providing leadership, feedback and mentoring on a consistent basis is critical.
•Provide Visibility: Through analytics and Key Performance Indicators, the CC Manager will appropriately schedule team members to ensure adequate phone coverage, with minimal downtime. The KPIs will be shared and discussed with the Marketing team to allow for adjustments in real-time.
•Process Improvements: Provide suggestions and recommendations for process improvement, team upgrades and system enhancements and to constantly improve the performance of the department and the experience of the customer.
•Lead with impact through modeling, feedback, and clarity
•Possess a good understanding of customer psychology and strong empathetic skills
•Deep listening with customers, colleagues, and team members
•Can cultivate a culture of accountability and continuous improvement
•Can think outside the box and unafraid to take an unconventional approach to customer service
•Work well in a collaborative environment with multiple teams and departments
•Flexible and adaptive to ideas that best support the company vision and mission
•Excellent attention to detail, organization, and prioritization skills
•Strong emotional intelligence
•Has a sincere desire to inspire employee commitment, loyalty and motivation through progressive workplace practices that foster teamwork, open communication, safety, respect, and honesty.
•5+ years of experience leading customer-faced teams, ideally with a multi-channel retailer.
•Proven experience delivering measurable improvements to department performance.
•Experience in streamlining and improving processes as well as proactive troubleshooting.
•Has managed recruiting and training functions in call centers
•Has hands-on experience with taking customer calls and pitching in as needed
•BS/BA, ideally in marketing or communications related fields