Manager, E-Commerce Customer Experience

New York City, New York (US)
31 Jul 2020
31 Aug 2020
Contract Type
Full Time

Veronica Beard is seeking a passionate Customer Experience leader to join our team in New York as Manager, E-Commerce Customer Experience, reporting to the Director of E-Commerce. This role will be responsible for crafting the online customer service experience for our rapidly growing e-commerce business and overseeing a team of Customer Experience Associates. The position will directly engage with our customers via phone, email and chat platforms, and requires strong knowledge of retail and e-commerce operations, applications and processes.  This role requires a high-energy, deadline-driven individual with strong problem-solving, communication and analytical skills.


  • Oversee the execution of our Customer Experience program, serving as the owner of direct customer communication while leading a team of Associates to deliver superior, personalized Customer Care
  • Address customer inquiries and follow-ups for order, inventory, product, styling and policy inquiries via phone, email and chat
  • Ensure optimal post-purchase experiences including order tracking, return and exchange processes and contribute feedback to optimize these processes through system or process enhancements
  • Partner cross-functionally with Operations and Retail teams to optimize omnichannel order & return processes, ensuring a seamless customer experience across channels
  • Utilize analytics and primary application dashboards to identify trends in user behavior and provide recommendations to improve processes, resolve recurring customer issues, and achieve strategic and operational business goals
  • Communicate site defects to e-commerce team leadership and partner with cross-functional teams to resolve and QA site issues related to Customer Care, Returns, and Account experiences

Skills and Experience:

  • Bachelor’s Degree or higher
  • 3+ years of e-commerce customer service experience, preferably in a fashion or luxury environment
  • Entrepreneurial spirit, ability to work quickly, efficiently and strategically with a wide range of internal departments
  • Exceptional collaboration and communication skills; resourceful, detail-oriented, with the ability to multitask and balance competing priorities
  • Proficient in M.S. Word, Excel, and PowerPoint
  • Familiarity with Kustomer, Returnly, Google Analytics, and order management systems highly preferable
  • Elevated eye and understanding of luxury fashion aesthetic

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