Sr. Customer Experience Manager.

Sr. Customer Experience Manager
$90,000 - $110,000 Base Salary + Benefits
New York, NY (Hybrid)

Job Responsibilities

• Oversee & liaison with Allstar third-party customer service teams supporting Social, Email, SMS & Phone customer interactions
• Leverage a strong understanding of direct response/performance marketing metrics such as sales revenue by channel, cost per order, landing page conversion rate, customer lifetime value, customer retention rate, and customer acquisition cost
• Monitor customer feedback loops to ensure customer satisfaction and optimize customer support escalations and other customer anomalies
• Develop plans to improve the customers' experience and partner with other departments to see through to delivery of these objectives
• Oversee the training and orientation of the customer experience program for all new products, brands, and/or existing product enhancements
• Define and implement standards/procedures for ensuring optimal customer experience.
• Liaise with the other departments to ensure delivery of key/measurable data in support of product and brand improvement

Qualifications

• Bachelor's degree required.
• 5-7 years of experience in B2C eCommerce managing all aspects of customer experience
• Strong knowledge of the D2C fulfillment supply chain
• Extensive time in managing the daily operations of the customer service team
• Experience in managing consumer product subscription programs is a plus
• Experience in creating a reliable customer loyalty program
• Has developed procedures and policies for better handling customer satisfaction
• Experience in developing customer retention communication strategies to increase the customer lifetime value

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