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Director Of Customer Experience & Ecommerce In San Francisco With Luxury Jewelry Brand

Expired Job

Raponi Consulting San Francisco , CA 94102

Posted 2 months ago

Director of Customer Experience With Luxury Jewelry Brand
Location: San Francisco, CA
- Relocation offered
- Must have 5-8 years of previous work experience in customer experience or customer service
- Must have 5+ years experience in a Call Center

Position Overview:
The Director of Customer Experience will oversee a team of dedicated Customer Experience Assistants, Associates and Managers, responsible for delivering exceptional service to customers. You will provide analysis and insights to ensure overall success and productivity of your teams. The Director of Customer Experience will work with other leaders to create, improve, and implement strategies for customer satisfaction and retention. You will be instrumental in the development and management of key customer experience initiatives, and the Brand's growth.
Key Responsibilities:
  • Lead and inspire a team of Customer ExperienceAssistants, Associates, and Managers in a fast-pace, omni-channel retail environment
  • Create strategies for customer retention and loyalty to the brand
  • Provide analysis-based insights to drive improved customer experience and sales performance
  • Partner with Retail Operations team to develop quality assurance standards, and to track KPIs
  • Work closely with Recruiting teams to determine staffing needs, and participate in recruitment, training, and onboarding efforts
  • Develop the leadership ability of Customer Experience Managers; collaborate with leaders to motivate and inspire their teams
  • Strategically scale sales growth by utilizing technology
Specific qualifications:
  • Extensive management experience in an e-commerce, retail environment
  • 5-8 years of previous work experience in customer experience or customer service
  • Must have 5+ years experience in a Call Center
  • Must demonstrate a proven track record of recruiting and retaining high performing and accountable teams
  • BA degree or equivalent
  • Strong CRM or ERP software experience(NetSuite a plus)
  • A true passion for helping people, creating positive customer service experiences, and developing teams
  • Highly organized with focus on execution, problem solving, and improving processes
  • Motivated self-starter with high efficiency work style
  • Excellent written and verbal communications
  • Extreme attention to detail
  • Ability to think critically and adapt quickly in a flexible environment
  • Exceptional time management skills and accountability
  • Team player with an ability to work collaboratively always with a smile
  • Entrepreneurial spirit/ self-starter
  • Interest in socially and environmentally responsible organizations and products
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Director Of Customer Experience & Ecommerce In San Francisco With Luxury Jewelry Brand

Expired Job

Raponi Consulting