What are we looking for?
As the nation's #1 online retailer of music instruments and pro audio gear, Sweetwater is all about delivering an outstanding and highly personalized experience to our customers. Our business is built on a relationship based model of connecting all customers (including our 1000+ new purchasing e-commerce customers a week) to a Sales Engineer, who will be their personal sales consultant and subject matter expert for any music or gear related needs. Since building and maintaining that customer relationship is so important to us, building a top-notch Customer Experience team with an experienced leader is also a top priority.
We are looking for a seasoned leader who shares our relentless vision of making phenomenal customer service a competitive advantage for our business. Our culture is focused on being the best customer service provider possible every day---and then constantly improving the experience to be even more amazing for our customers. The Senior Vice President of Customer Experience is responsible for leading and managing that function for Sweetwater. This position will work closely with leaders throughout the company to improve Sweetwater's ability to exceed customer expectations at all levels. The ideal candidate will have extensive prior experience in an E-Commerce retailer our size or larger in developing the customer experience, with demonstrated abilities in working across functions to improve processes and achieve incremental improvements on a continuous basis. We are looking for an inspiring and authentic leader who knows how to develop and lead a high performing team. In addition, she or he will have successfully scaled a customer service team for continued growth and established a data driven infrastructure to support relationship management with clear metrics.
What will you be doing?
Developing customer service objectives and establishing clear metrics for managing the customer service team
Developing proactive plans to our improve customer experience at all touch points
Collaborating with Sales & Marketing to measure customer satisfaction and collect customer feedback for each area of the business.
Driving continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth
Establishing and leading customer service training programs and new hire on boarding programs for our customer service team
Developing, owning, and executing an effective staffing plan for delivering our high level of Customer Service using data driven forecasting techniques
Measuring effectiveness of the customer service function by refining operational metrics for the team, developing analytics and providing status updates to senior management
Identifying and implementing industry best practices, strategies and processes to support a best-in-class service experience.
Maintaining an in-depth knowledge of Sweetwater systems, processes, and products
Proactively providing feedback across departments regarding customer concerns and user experience
Serving as an escalation point for Customer Service and critical customer issues; serve as a liaison to other internal departments and stakeholders
Mentoring and developing customer service team members
What does the right Leader have?
10+ years' experience leading retail customer service teams and managing and improving the customer experience with specific experience in customer centric e-commerce companies
Deep understanding of e-commerce customer support methodologies, having designed and implemented high impact customer service techniques
Experience using customer relationship management tools
You must have a warm and empathetic demeanor - Ultimately, you will be the voice of Sweetwater to resolve the most difficult customer scenarios; the buck stops with you in regard to turning a disenchanted customer into a raving advocate for our company
While our organization is established, there is still a strong entrepreneurial/start-up mentality and operational style. You need to balance consistency and process with adaptability and flexibility to the needs of the business and customer
Excellent written and verbal communication skills
A passion to instruct/teach/train team members
Strong organizational skills and the ability to delegate successfully
Ability to work successfully and efficiently amidst interruptions or distractions, thriving in a fast paced, rapid growth environment
Ability to work a flexible schedule to support the needs of the business
Effective at collaborating with a diverse group of teams to deliver solutions
Maintain professionalism/confidentiality in escalated situations with customers
Show clear ownership and accountability for projects from start to finish
Experience interviewing candidates with a keen eye for talent and culture fit
A hands-on self-starter with a positive attitude and strong work ethic
B.S. degree required
Like all positions at Sweetwater, you will work on-site, full time at our headquarters in Fort Wayne, IN. Interested candidates, please send your resume and cover letter to Jordan_applegate@sweetwater.com
Community Expectations | Privacy Policy
© 2020 CXPA All rights reserved