Director of Customer Experience

Overview:

The Director of Customer Experience will lead and manage our Customer Experience team.  At Endy we pride ourselves on providing best-in-class customer experience and manage customer relationships with uncompromising expertise, knowledge, and warmth. We are looking for a strong candidate that can help us take our Customer Experience Team to new heights and develop the process, structure and team development that will enable us to continue to grow as we build our company.

 

What you’ll do:

  • Lead employees using effective and regular performance management through employee recognition, rewards, and coaching to meet the organization’s expectations for productivity, quality and goal accomplishment.
  • Lead and drive team around marketing metrics such as customer acquisition rate, attachment rate, repeat purchase rate, conversion as well as customer satisfaction metrics
  • Set and maintain excellent service across all communication channels: live chat, social media, phone, and email
  • Direct and further develop training and product knowledge specifically to help highlight our competitive advantages
  • Create new training content to support new product launches
  • Work to build/evolve a career development program for team members
  • Reviews best practices for the delivery of positive customer experience
  • Develops new customer experience projects with internal teams

 

Who you are:

  • 8+ years CX/relevant experience in Call Center environment within the e-commerce channel
  • Skilled at leading, coaching and motivating employees to deliver world-class customer service
  • Strong passion for cultivating exceptional customer experiences
  • In-depth knowledge of effective Customer Experience/Loyalty Management strategies
  • Proven success developing and achieving KPIs in a fast-paced environment
  • Excellent communication and listening skills
  • You love sleep!

 

Perks:

  • Weekly catered team lunches
  • Fully stocked kitchen of snacks and drinks
  • Beer Fridays
  • We’ve got you covered with health and lifestyle benefits
  • Wellness program
  • The works! (mattress, pillow, sheets)
  • Flexible vacation policy
  • Quarterly team events
  • Open concept office with a collaborative team