TOP ONLINE RETAILER NEEDS A VISIONARY CUSTOMER CARE GURU TO SHRED THE ENVELOPE AND TRANSFORM THE CX FOR MILLIONS OF CUSTOMERS
Our client is at the top of their market but they know that in order to stay at the leading edge they have to make their customer’s experience state of the art. This Customer Care leader will have the buy-in necessary to use cutting edge technology, unique employee engagement programs and strategic process improvements to continue the evolution of their customers’ journeys. The steps you take will be this leader's call. Net, net, this a role that requires not only experience but creativity and passion as well.
If you would like to have additional information about the company and the scope of the role (as well as the Company’s epic achievements to date), please send your resume to Colette Gambino at Colette@arnsearch.com.
Key Responsibilities:
The Vice President of Customer Experience will develop and execute a comprehensive strategy for the customer experience including the call center, ensuring a seamless and differentiated customer experience is provided regardless of contact channel. Responsible for the management and oversight of all teams including workforce, inbound teams, outbound teams, BPOs, support functions, training, and quality assurance to ensure job functions are performed in accordance with the Company mission and vision.
They are looking for an analytic professional with serious call center management experience who is seeking a strategic role with a seat at the table in a high growth, fast-paced, data driven Company focused on achieving best in class customer experience through a culture of continuous improvement. Specific duties will include:
● Hiring and developing the best agents, vendors and management team in the industry to demonstrate excellence in customer experience
● Creating a differentiated and segment customer experience strategy (e.g., by customer loyalty level and tenure)
● Maintaining and improving call center processes by monitoring system performance, identifying and resolving problems, preparing and completing strategic action plans
● Developing effective prescriptive analytics and key performance indicators to inform decision making, provide business insights into product quality and product adoption and help measure customer & product satisfaction
● Partnering with other senior leaders across multiple functional areas to develop strategies and tactical solutions to positively impact progress toward shared business objectives within the company including enhancing the customer experience while controlling costs and identifying and resolving root causes of customer issues
● Designing and implementing programs that will further improve NPS/CSAT, customer retention, Average Order Value and other key metric
● Challenging vendor partners to deliver products that fully engage the employee and customer experience across multiple channels
● Building and managing a team of professionals through employee selection, coaching and development, and performance management activities; placing special emphasis on the professional development and motivation of leaders and supervisors, overseeing all elements of new agent training and continuing education
● Improving our support tooling strategy that drives customer experience and agent scale and productivity
Qualifications:
● Extensive experience managing call centers including familiarity with policies, procedures, systems and best practices involving call center operations
● Track record in the effective use of data, principles and practices of inbound call center supervision
● Current knowledge of industry trends in customer support including best practices, and progressive, cutting edge CRM and support tools
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