TITLE: Manager, Customer Experience

REPORTS TO: Head of CRM

STATUS: Exempt

JOB OVERVIEW: The Customer Experience Manager is responsible for leading and managing a team of customer experience specialists, ensuring that the team provides excellent service across all channels. The Customer Experience Manager will also be responsible for maintaining high levels of customer satisfaction, improving customer service processes and procedures, supporting new and current systems, and identifying and implementing strategies to increase customer experience. This person plays a key role in crafting the online customer service experience for our rapidly growing e-commerce business. This role will also promote and maintain the intrinsic company culture that fosters the firm’s core values of: Transparency, Recognition, Accountability and Communication.  

CORE RESPONSIBILITIES 

• Lead and manage a team of customer experience specialists to provide exceptional service and drive results
• Develop and implement strategies to improve customer satisfaction and loyalty
• Identify and resolve escalated customer service issues and concerns in a timely and effective manner
• Monitor and evaluate team performance, providing regular feedback and coaching as needed against KPIs
• Develop and deliver process and product training programs for customer service team members
• Create and maintain customer service standards and procedures
• Organizes and communicates team schedules to meet business needs
• Monitor, analyze, and report data to identify trends and areas for improvement
• Management of Shopify partners and applications, including but not limited to Klarna, Signifyd, Gorgias, Aircall, etc.
• Utilize analytics and primary application dashboards to identify trends in user behavior and provide recommendations to improve processes, resolve recurring customer issues, and achieve strategic and operational business goals  
• Liaison with ICP Warehouse to ensure customer orders are fulfilled in a timely manner and resolves issues
• Ensure optimal post-purchase experiences including order tracking, return and exchange processes and contribute feedback to optimize these processes through system or process enhancements
• Represent CX department in all cross-functional meetings on ongoing projects/promotions/activations and report back to the team on these initiatives
• Helps resolve customer service and site issues by collaborating with Digital Marketing, IT, technology/platform provider, Operations and ICP Warehouse partner to ensure positive and efficient purchase experiences 

REQUIREMENTS 

• Bachelor’s Degree in Business or relevant field required
• 4-6 years of relevant e-commerce/customer service experience with a beauty brand, cosmetics/fragrance preferred 
• Ability to lead and motivate a team
• Experience selling luxury goods
• Ability to effectively manage customer expectations and build loyal customer relationships 
• Excellent customer service skills with a proven track record of strong selling, customer service and interpersonal skills 
• Outstanding communication both written/verbal written
• Motivated and results driven with a proven history of supporting and developing a team
• Experience with Microsoft Suite, Shopify, Gorgias, Aircall, and other customer service tools highly preferred
• Knowledge of customer service best practices and principles

Compensation includes competitive salary starting at $80K, subsidized health benefits, generous PTO schedule and 401K plan!

ICP is an Equal Opportunity Employer. All applicants are considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.