Senior Manager, Customer Experience

Senior Manager, Customer Experience
New York, NY

Job Overview
The Senior Manager of Customer Experience will manage and lead one of the largest teams at Soko Glam, ensuring that our customers have a smooth interaction and experience. He/she will create and execute on operational strategy as we grow and scale our team with the rest of the Soko Glam business. Just as importantly, this person will manage and develop a team of high-performing associates and managers, based in our headquarters and remotely in the Korea office. 

Responsibilities
  • Lead and manage a team of 6 CX team members, responsible for team performance as well as overall happiness / engagement and development of the team
  • Fully own CX Operation, actively driving improvements to our workflows and processes in order to meet our SLAs and KPIs while driving costs down, all without sacrificing customer experiences and quality
  • Develop project and implementation plans for any new or replacement technology tools that help our CX operation run; strategize and research ability to add new technologies and support channels to our customer experience mix
  • Work closely with Talent Acquisition Manager to determine strategy and schedule for trainings and onboardings of new hires
  • Develop clear metrics and visibility into results against key priorities to ensure we have a solid understanding of individual customer and overall ROI
  • Align with leadership to stay ahead of business growth to ensure we are positioned for success
  • Track, analyze, and report performance data (i.e. SLAs, KPIs)
  • Create a structure and process to analyze customer contact data and use that information to drive improvements to the operation
  • Utilize customer insights to make recommendations to further drive customer loyalty to the brand and improve the Soko Glam’s customer experience

Qualifications
  • 7+ years experience in customer-facing role, Beauty industry experience preferred
  • 3+ years experience in customer support training 
  • Bachelor’s degree or equivalent
  • Excel in fast paced environment with great multitasking skills with ability to focus on details and project management
  • High energy and flexible with ability to work collaboratively and cross-functionally in a constantly evolving entrepreneurial team environment
  • High degree of initiative to drive projects to completion
  • Proven problem-solving skills
  • Strong analytic and reporting skills with ability to communicate results to team and management
  • Outstanding interpersonal skills; ability to develop and maintain relationships at all levels
  • Excellent written, verbal, and presentation skills
 
Job description is not all inclusive. Soko Glam reserves the right to amend this job description at any time. Soko Glam is an Equal Opportunity Employer, committed to a diverse and inclusive work environment   

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