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Customer Experience Center Director

Beyond Proper by Boston Proper

Beyond Proper by Boston Proper is looking for a talented individual with call/sales center and leadership experience to be a strong brand and customer advocate, operations leader and customer experience enthusiast. The ideal CECD candidate will develop and lead innovative strategies that deliver a consistent and trusted service experience to Beyond Proper's customers while balancing management, efficiency, day-to-day interactions and cost-effective operations. This individual will focus on fostering a culture holding true to the Beyond Proper values that the Customer Experience Center team will embody in every interaction they have, acting as advocates for the Beyond Proper brand from service, sales and styling. A strong work ethic, ability to work in a fast-paced environment, effective communication and outstanding selling, operational and technical skills are paramount to this position.

Essential Functions:

  • Create a Customer Experience Centered culture by providing daily leadership, management and coaching of direct reports to promote positive communication and foster teamwork in a sales center environment
  • Recruit, onboard, train and retain a team of high-performing Customer Experience Agents who emulate the Beyond Proper by Boston Proper culture and values
  • Build, lead and manage the strategy of the Customer Experience Center, working closely with the Customer Experience Supervisors to ensure workflow, service standards, metrics and KPI's are reached in an efficient and effective way
  • Develop and execute a complete training calendar including ongoing training documents and/or arrange relevant training events to equip agents with the knowledge and materials needed for brand knowledge, campaign launches, products, service standards and industry competition
  • Understand how customers engage with the brand across all touch points and draw conclusions of how to continuously evolve, improve and optimize the customer experience with feedback provided throughout the organization
  • Deliver best-in-class customer service through all customer contact channels including phone, email, live chat, social media and feedback platforms
  • Develop, implement and measure sales strategies by season, trend, marketing campaigns targeted towards our customers to reach overall brand goals
  • Establish, measure and report on relevant KPI's that support overall business, customer and channel performance
  • Implement relevant technology to maximize efficiency in all operational areas of Customer Service to reduce costs and increase revenues
  • Develop a branded stylist program that drives sales and increases brand loyalty for customers looking for stylist advice, inspiration and outfit building
  • Provide strong leadership to all Customer Experience supervisors and agents and foster a team-oriented and exciting working environment
  • Partner with the Customer Experience Supervisors to provide ongoing feedback and coaching, performance reviews and disciplinary efforts as necessary
  • Monitor employee performance, including annual salary reviews, time off and performance improvement plans, as required

 

Qualifications:

  • Minimum of a Bachelor's degree
  • 7+ years of experience in leading a sales and customer service department of 50-100 employees
  • A minimum of 5 years of senior level management experience in a high volume, fast-paced Customer Service Center environment required including hiring talent, leading, coaching and managing employees
  • Experience in setting up and managing a Customer Service Center is preferred
  • Experience in retail and B2C sales is preferred
  • Expertise in customer experience with a proven record of developing customer facing strategies which drive customer satisfaction, tenure and revenue
  • Strong ability to collaborate and motivate with different departments and functions within the organization
  • A passion for leading a team and a demonstrated ability to drive results through others
  • A strong relationship builder
  • Excellent negotiation skills and ability to influence and persuade on multiple levels
  • Excellent written and verbal communication skills with strong presentations skills
  • Exceptional phone, email, and chat etiquette
  • Knowledge of social media channels for customer service
  • Must possess strong organizational skills and ability to delegate effectively
  • Innate awareness of the importance of excellent customer service and continued customer support, with an ability to drive this as a brand differentiator
  • A strong understanding of the Beyond Proper brand and culture, with an ability to use this understanding to deliver superior service to our customers
  • Understanding of apparel products (i.e., fit and fabric) preferred
  • Must have strong analytical skills
  • Strong business acumen and an ability to manage strategic plans with Beyond Proper leadership
  • A proven ability to meet or exceed sales targets and goals on a consistent basis
  • Experience managing budgets, forecasting, and productivity analysis
  • Ability to analyze complex situations and employ creative and effective decision making to solve problems/achieve results
  • Ability to handle multiple projects simultaneously in a high-pressure, fast-paced environment
  • Partnering with our leaders to create a culture of innovation and collaboration
  • A collaborative nature with finesse in developing relationships cross-functionally
  • Capable of streamlining and improving processes, and troubleshooting
  • Proficiency in Microsoft Word, Excel and PowerPoint
  • Ability to work a flexible work schedule, including nights, weekends, and holidays as needed

 

Beyond Proper by Boston Proper, headquartered in Boca Raton, Florida, is an online and catalog women's apparel and accessories retailer committed to and inspired by the women we dress women who are fearlessly feminine, distinctively chic and possess the poise and confidence to wear it like no one else.

US or Canada

Location Information

Boca Raton
Florida
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