About the role:

The Senior Manager of Customer Experience(CX) is responsible for the strategic leadership and tactical execution of our CX department. They will lead and scale a team of CX professionals, and act as a mentor for the management team to achieve business and department objectives. This leader will be responsible for creating the processes and reporting that will be rolled out to the team. This leader will own the customer service “voice” of Rhone. This role requires a balance of strategic thinking, hands on leadership capabilities, and tactical problem solving to create a great experience for our customers and CX team. They will also take the lead on all communications with the warehouse/3PL related to order status, order issues, missing merchandise, etc. Must be an enthusiastic team player with outstanding organizational skills, time management and attention to detail.

What you’ll do:

• Develop and deploy Rhone's customer experience strategy

• Identify and solve gaps in current customer experience across DTC marketing and commerce channels

• Identify and amplify areas of strength and importance in the customer journey across all customer touchpoints

• Develop and deploy a top-customer strategy

• Ensure all leaders and relevant parts of the organization have a clear understanding of the company's vision and goals for customer experience excellence along with a clear understanding of their own contribution.

• Lead and develop a strong team through hiring, training, and supervision to cultivate a high level of job effectiveness, efficiency, and satisfaction throughout the organization.

• Coach CX Captains and hold frequent development discussions to train and develop managers skills; strategy, innovation, leadership, data/analysis, CX metrics

• Create and implement best practices across all touch points (process, systems, CX, reporting)

• Create best-in-class CX operations by analyzing productivity, quality and ROI metrics to ensure efficiency

• Build insights from both qualitative and quantitative customer feedback and deliver them to stakeholders with an action plan

• Regularly re-evaluate all processes/SOP’s to ensure efficient operations

• Leverage emerging technologies and/or platform enhancements to improve the CX tech stack, as well as, improve the customer experience

• Manage team schedule and coverage, additionally plan coverage needs in advance of peak seasons to be able to accurately staff up or down as needed

• Be the operations liaison between Tech/3PL/Logistics/Returns/E-Commerce teams

• Create / manage the information contained in Rhone customer experience manuals: Training manuals for Zendesk, Training manuals for the customer experience voice and appropriate responses to different situations (SOP’s)

• Manage Yotpo review comments & Social Media customer service comments: Determine the process and team members involved, ensure comments provide the same level of service and voice as every customer interaction, ensure comments are answered in our 24-hour turnaround window

• Determine process for fraud protection, and manage the customer service aspect of declined transactions

• Provide phone, chat, & ticket coverage as needed

• Expected to be available on select weekends and holidays or as needed

What you’ll bring: 

• 5+ Years of Customer Experience Management (in addition to experience as a CX rep)

• Strong project management skills, with the ability to manage multiple projects and the desire to bring structure to undefined procedures

• Proven ability to adapt quickly, allocate time, and change priorities

• Strong technical capabilities and experience implementing technical solutions that enhance the customer experience

• Determined and passionate focus to find and improve inefficiencies

• Fashion brand experience preferred

• D2C experience a must

• Experienced with Zendesk Enterprise

• Experience with Shopify required

• Strong problem solving and analytical skills

• KPI driven

• Has knowledge of managing staffing agencies/outsourcing solutions

• Works well under pressure

Job Type: Full Time

Reports to: Director, Ecommerce

Location:  Greater NYC