Customer Experience Manager

Client Experience Manager

The team at elysewalker is looking for a skilled Customer Experience Manager to join and lead the Customer Service team for elysewalker.com. This role will be focused on delivering an exceptionally high level of service for our clients (i.e., customers), while also collecting data and forming an action plan to benefit the brand.  

The ideal candidate will be excited to take on a variety of responsibilities and look forward to building a highly scalable department from the ground up, while always focusing on an exceptional client experience. This role will report to the eCommerce Operations Manager.  This position is based in our Los Angeles corporate office. 

Key Areas of Responsibility

• Professionally communicate with clients at all times and provide an exceptional customer experience (Primary channels: Phone/Email. Future channels: Live Chat/Social)
• Escalate situations, troubleshoot, investigate, resolve issues with orders, product, delivery issues, etc. Adjust and/or enter client orders, on their behalf directly in Shopify  
• Manage a small team of individual CSRs, responsible for their training, professional growth, and development. Provide guidance, coaching and support, assisting them with challenging client situations and escalated issues
• Establish process guidelines for the CS team. Continually drive department goals by analyzing reports to ensure process guidelines are in the best interest of the client experience
• Identify and analyze customer data on overall site/shopping experience. Work with the eCommerce team to leverage data points to inform areas of improvement and site enhancements.
• Collaborate with third party vendors such as the Warehouse team and/or delivery companies for issue resolution
• Establish strong and effective cross-functional relationships (Brand, Marketing, Warehouse, Buyers etc.)
• Develop a process for communicating relevant, styling-based customer issues to the Styling team. Identify instances as an opportunity to cross-sell styling services.
• Work with the eCommerce Operations Manager, to consolidate metrics and provide ongoing reports to communicate department performance

Required Skills

• 7+ years’ experience in a customer service role with Manager level responsibilities (including direct reports)
• Experience in Zendesk and Shopify
• Demonstrate service-oriented attitude
• Experience in luxury fashion highly valued but not required
• Proficiency with MS Office
• Excellent verbal and written communication skills
• Strong sense of professionalism and discretion required
• Availability for varied hours, including weekends

We Offer

• 401K, PTO, Merchandise discount + Competitive benefits package