Talent Acquisition at Purplle.com
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Purplle.com - Manager - Customer Experience (3-5 yrs)
MANAGER, CUSTOMER EXPERIENCE
MANAGER will be required to oversee up to 100 beauty advisors and direct line management of 2-3 Leads. The number one priority for this role is to ensure that executives are supported to deliver a top-class experience to our customers. The role will require you to be a gatekeeper to ensure your Team Lead priorities remain exclusively focused on supporting their executives and to enable Team Leads to exclusively focus on supporting their people, your role will be to oversee the operational delivery of the teams in your remit.
You will be responsible for the overall data management, analysis, performance and operational delivery of your teams, this will require you to work with key support functions such as Capacity Planning and Quality Assurance to review performance trends and opportunities and take continual action to improve the service level and quality of performance. You will be an escalation point for your Team Leads and their people to take action on issues or barriers impacting the customer experience and will lead Kaizen events to solve people or customer issues.
Skill Requirements :
Leadership:
- Experience directly leading a team(s) of people
- Experience interviewing and selecting people who will maintain a high performance bar
- As a leader of leaders understands how to nurture and develop leadership skills
Strong listening skills:
- Positive communicator who understands when necessary how to have tough conversations
- Knows and communicates the company mission, vision, and strategy.
- Ability to confidently facilitate team discussions and communicate business messages
- Maintains a high level of professionalism and approachability
Operational Delivery:
- Understands and owns the controllable elements of service level delivery
- Ability to use data and insights to prepare metric reviews
- Creates operational plans to support peak ramp up and down as well as readiness for business launches
- Acts as the operational representative for business teams to understand voice of the customer or partner in key process or policy changes
- Builds plans to test and experiment new approaches to service delivery
Continuous Improvement :
- Leads and participates in Kaizen events to improve the customer and associate experience
- Uses data to identify areas of ongoing improvement in how service is delivered
- Takes action on issues escalated from within the team, works with the rest of the business
BASIC QUALIFICATIONS:
- Engineering degree
- Advanced English written and verbal
- Minimum 2 years experience as a Leader of Leaders
- Proficient in Microsoft Excel
- Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
- Excellent speaking-listening-writing skills, attention to details, proactive self-starter
- Ability to work successfully in a dynamic, ambiguous environment
- Ability to meet tight deadlines and prioritize workloads
- Ability to develop new ideas and creative solutions
- Exceptional influencing and leadership skills
PREFERRED QUALIFICATIONS :
- Have worked in online store for at least 3 years
- Analysis experience in Customer Service or Operations
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