Manager, Customer Experience

US-OH-Columbus
2017-1970
Category (Portal Searching)
Store Operations

Overview

A Brand That's What's Now

Express is the sexy, sophisticated lifestyle fashion brand for every occasion: work, weekends, or nights on the town. Our brand is what's new and what's now for young fashion-forward men and women. We have more than 600 retail and outlet stores throughout the United States, Puerto Rico, as well as franchise stores in Latin America. We also have a best-in-class online/mobile shopping experience at www.express.com that allows our customers to shop whenever and wherever they like.

A Workplace To Match

We think you'll like it here.

We offer a competitive compensation and benefits package, generous associate discount, casual work environment, and the opportunity to connect and engage with some of the smartest, most passionate individuals in the fashion business. We're always looking for talented leaders at all levels to join our team; if this sounds like you, we'd love to chat!

Responsibilities

The Manager, Customer Experience leads the end-to-end delivery and management of the internal Company service function and the outsourced Customer Contact Center teams. Drives people, process, and technology improvement initiatives to optimize the Customer Support experience and to build an infrastructure to support future growth and changing customer expectations. Lead proactive efforts upstream to head off potential issues before they become problems for customers, and take advantage of opportunities to innovate the overall experience and capitalize on brand building moments.

Customer Experience Innovation
-Collaborate with business leaders across the company (merchandising, operations, eCommerce, marketing, etc.) on initiatives to infuse the voice of the customer and drive continuous improvement in the customer experience. Develop and present solutions on “to be” state, to manager and leadership team, on future improvements and integration to strategic initiatives
-Drive interactions to bring proactive and self-service solutions (and reduce need for contacts) and create requirements for efficient toolsets
-Contribute to the growth and profitability of the company by ensuring high customer satisfaction rates and repeat customers
-In partnership with product management and technology teams, drive definition of scope and manage business case development and approval, requirements, prioritization, design review, and launch readiness
-Build the overall team through inspiration, conversation, social team building and generally being a strong presence.

Contact Center Operations
-Develop and administer the department budget to attain business goals with operational stability
-Drive standard processes and performance metrics at the outsourced center, while partnering with internal peers to achieve Company objectives
-Establish scalable customer response tools and processes
-Collaborate with Training and Development teams to provide consistent training and brand reference tools
-Compile and deliver reports and insights from customer input
-Analyze support statistics and drive operational improvements as necessary
-Develop staff members to ensure that all departmental goals are met efficiently and effectively
-Investigate and resolve escalated customer inquiries or complaints as necessary
-Forecast inquiry volumes and staffing and schedule requirements
-Monitor calls, e-mails, chats, social media posts to ensure quality and accuracy in compliance with company policies and best practices

Closing

As an equal opportunity employer, Express does not discriminate in hiring or terms and conditions of employment on the basis of any federal, state, or locally protected class. Express only hires individuals authorized for employment in the United States.

Notification to Agencies: Please note that Express does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Express will not consider or approve payment to any third-parties for hires made.

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