Overview

Founded in 1818, Brooks Brothers is America’s oldest clothier. For more than 200 years, the brand has defined the standard of dress in America and has evolved into a global lifestyle brand offering complete apparel and accessories collections for men, women and children. Brooks Brothers products are world renowned for innovation, quality, timeless style and exceptional value. As America's oldest clothing retailer, Brooks Brothers has a long history of creating long-term relationships with both our Customers and our Associates.

The Manager, Customer Experience is responsible for leading a blended (internal and outsourced) customer experience team that is spread across multiple sites throughout the country and currently responds to inbound phone, chat, social media, and email communications from customers. The Manager, Customer Experience also works closely with partners across the organization, including the Distribution Center, Finance, IT, and E-Commerce, to delight our customers and provide them with an experience that lives up to the high standards and expectations associated with our brand.

Responsibilities

• Assumes primary day-to-day responsibility for every aspect of the customer experience provided by our department.
• Identifies and champions the adoption of new technologies and industry best practices.
• Develops actionable roadmaps for improving workflows and processes and establishes KPIs in line with global directives.
• Ensures that team meets SLAs and sales goals.
• Gathers, analyzes, and draws conclusions from complex data based on independent research and analysis.
• Integrates work across relevant areas, developing strategies to enhance customer satisfaction and productivity.
• Thinks strategically and develops long-term plans for the Customer Care team.
• Promotes a positive work environment and invests time developing direct and indirect reports.
• Exercises flexibility to support the Customer Care operation as needed.

Qualifications

• Minimum two years of experience leading a contact center team that included both direct and indirect reports.
• Advanced understanding of contact center metrics, processes, and technologies.
• Experience working with a BPO/outsourcing partner.
• Demonstrated ability to effectively organize and prioritize projects in a fast-paced environment.
• Ability to read, analyze and interpret complex data and take appropriate action.
• Entrepreneurial mindset; intellectually curious, action oriented, adaptable, and innovative.
• Strong written, verbal, and visual communication skills with the ability to drive and effectively communicate change.
• Ability to travel.

Requirements & EEO Statement

The salary range for this position is $75,000 to $90,000 annually. Pay is based on several factors, including but not limited to position offered and work experience. In addition to your salary, SPARC Group, and its affiliated brands, offers a benefits package, including 401(k) plan, overtime pay, flexible work schedule and a generous employee discount program (all benefits are based on eligibility). Additional information regarding the benefits for this position can be found in the Benefits Guide that is available from our Human Resources Department. BB OpCo LLC is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce, and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment on the basis of race, color, national origin, sex, age, religion, disability, genetic information, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, status as a covered veteran, status in the Uniformed Services of the United States, citizenship and any other characteristic protected by law (“Protected Characteristics”).