Manager, E-Commerce Customer Experience
- Employer
- Veronica Beard
- Location
- New York City, New York (US)
- Closing date
- 31 Aug 2020
Job Details
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
Company
Veronica Beard is an elevated American ready-to-wear brand that strikes the balance between cool and classic. The brand provides a modern perspective on iconic wardrobe pieces and delivers a lifestyle offering that has expanded to include jeans and shoes. Thoughtfully designed with feminine silhouettes and refined tailoring, the collection is intuitively built for real life – empowering her from day to night, work to weekend, and everywhere in between.
- Telephone
- 6463502575
- Location
-
26 West 17th Street
New York
10011
US
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