Manager, E-Commerce Customer Experience

Location
New York City, New York (US)
Posted
31 Jul 2020
Closes
31 Aug 2020
Function
Ecommerce
Level
Manager
Contract Type
Permanent
Hours
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.

Responsibilities:

  • 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

Similar jobs

Similar jobs