Director, Customer Care

About:

Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Everyone plays a critical role to bring our mission to life. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative. We welcome and embrace diversity of background, thought and opinion while having a lot of fun along the way.

Overview

The Director, Customer Care & Feedback is responsible for defining the Customer Care strategy, elevating the voice of the customer to inform customer strategy development. They are a consummate customer advocate who will take the lead in quality assurance for customer service communication, service recovery efforts and customer service teams at Bloomingdale's. The Director, Customer Care & Feedback is responsible for overseeing the rapid and appropriate resolution of escalated customer issues and for supporting stores in their issue resolution when partnership is needed. The Director, Customer Care & Feedback owns the oversight of the quality and timeliness of communication and issue resolution relative to Net Promoter Score (NPS) surveys and Central Customer Service communication and corresponding reporting needs. The Director will report into the Senior Director of Customer Strategy and is part of the larger Customer & Revenue Growth team responsible for elevating the voice of the customer to ensure it's a consistent input into organizational strategy development.

Role and Responsibilities:

• Leads the customer care strategy - pre & post-purchase across the shopping journey
• Oversees the Net Promoter Score (NPS) metric, analysis, plan development, communication and responsiveness
• Leads the Customer Call Center (MCCS) strategy & partnership
• Leverages NPS and MCCS feedback to ensure the Voice of our Customer is active and consistently factored into strategic decision-making
• Oversees senior executive escalated service issues from end-to-end with the empowerment to always do what's right for the customer
• Supports escalated store customer service issues; partners with MCCS and stores as necessary to research and resolve customer issues
• Supports Fine Jewelry and other elevated selling events by partnering with MCCS Credit Granting to provide seamless transactions
• Oversees management of Social Media escalated issue resolution and process
• Monitors Credit Granting and Loyallist Backline responses to store queries to ensure customer expectations are being met
• Monitors daily Calls-Not-Answered (CNA) issues store reporting as needed to communicate and assist stores in resolving problem extensions

Qualifications and Competencies

• Bachelor's Degree from a 4-year college or university required

• 5+ years of relevant work experience

• Thinks like a customer and embodies a customer-centric mindset that drives customer advocacy with cross-functional partners
• Demonstrates a strong sense of urgency - critical
• Ability to work a flexible schedule based on department and Company needs - some weekend hours will be required
• Outstanding relationship orientation with the ability to build meaningful relationships with key business stakeholders across our Macy's, central organization, and stores
• Excellent communication (written, verbal, storytelling) skills; high level of creativity, independence, and ability to project confidence
• Team player who is a self-starter and can thrive in fast-paced, results-oriented environment
• Maintains confidentiality and security of sensitive company information
• Influences stakeholders without direct reporting authority, gaining consensus, managing conflict, and resolving issues when the occur
• Excellent computer skills, including Microsoft Office Suite (Excel, Word, PowerPoint)