Spanx, Inc.

  • Director Customer Experience

    Job Locations US-GA-Atlanta
    Posted Date 3 weeks ago(3 weeks ago)
    Job ID
    2018-2462
    # of Openings
    1
    Category
    Direct to Consumer
  • Overview

     

    Spanx is a brand for women, by women.  We obsess comfort, deliver results and ensure you look as good as you feel.  We think forward, and give back.  We believe that we are stronger together.  And together, we will make the world a better place…one butt at a time.

    Responsibilities

    The Director of Customer Experience will be responsible for defining, creating, and leading the implementation and execution of innovative strategies that deliver a consistent and trusted service experience for Spanx customers. This individual will champion the customer experience while balancing the realities of our business needs.

    The Customer Experience team is a key component of the Spanx direct to consumer organization and is responsible for working first hand with our customers across multiple touchpoints. They manage thousands of customer interactions daily via Chat, Phone, Email and Social Media, ensuring that the Company’s highest standards are upheld and defining new ways to surprise and delight Spanx consumers. The Director of Customer Experience will also work cross functionally with leaders of the Ecommerce, Marketing, Wholesale, and Retail divisions.

     

     

    You’ll love it because you will

    • Develop leading edge strategies to expand our reach, impact, and quality of customer engagement

    • Gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service

    • Outline “the service journey” to achieve the customer experience vision, including key benchmarks and measures of success

    • Establish metrics for defining our relationship with customers and define targets for the organization

    • In collaboration with the leadership team, evaluate the existing customer service technology stack to better understand opportunities and risks, introduce relevant and value-add customer engagement functionality, and leverage appropriate emerging innovations as part of the overall customer experience

    • Effectively manage KPIs and budget for the department.

    • Lead the Customer Experience team, including working with managers in the Customer

      Experience Center to define the customer experience vision, set and communicate team goals

      and strategy. Foster a culture of accountability and continuous improvement.

    • Guide the culture within the Customer Experience Center to ensure customer engagements are

      true to our beliefs, mission, and values

    • Create a nimble organization that responds quickly to our customer’s needs

    • Work with the Product Training team to develop learning modules and programs to support a

      common approach and process across retail, the Customer Experience team, and wholesale

    Qualifications

    We require...

    • Expertise in customer experience with a proven record of developing customer facing strategies which drive customer satisfaction, tenure and revenue

    • 10 years of experience leading customer facing teams in a multi-channel environment

    • 10 years of experience building and leading powerful teams

    • Demonstrated skill in managing people, high EQ, creativity, and a command presence

    • Comfortable with team-based work structure; ability to demonstrate flexibility on the job

    • A collaborative nature with finesse in developing relationships cross-functionally

    • Proven experience delivering measurable improvements to business performance by enhancing

      the customer experience

    • Experience managing budgets, forecasting, and productivity analysis

    • Capable of streamlining and improving processes, and troubleshooting

    • Exceptional interpersonal, networking and verbal and written communications skills

    • Ability to handle multiple projects simultaneously in a high-pressure, fast-paced environment

    • Must be able to travel extensively both domestically and internationally utilizing various

      transportation methods

    • Must be able to travel extensively both domestically and internationally utilizing various

      transportation methods

    • Proficiency in Microsoft Word, Excel and PowerPoint

    • College degree or MBA preferred, or equivalent experience

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