Senior Manager, Customer Care – Empowering Partners and Delivering Exceptional Service at arenaflex

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Senior Manager, Customer Care, you'll play a critical role in leading our dedicated team in resolving escalated customer service issues and managing executive escalations. This is an exciting opportunity to empower our partners with the necessary tools and resources to deliver exceptional service while collaborating with various stakeholders to foster continuous improvement and develop effective strategies for customer engagement and crisis management.

About arenaflex

arenaflex is a leading global company that's passionate about inspiring and nurturing the human spirit – one person, one cup, and one neighborhood at a time. We're committed to creating a culture of warmth, inclusivity, and respect, where everyone feels welcome and valued. Our mission is to inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time. We're dedicated to creating a workplace that's diverse, equitable, and inclusive, where everyone has the opportunity to grow and thrive.

Responsibilities

As a Senior Manager, Customer Care, you'll be responsible for leading a dedicated team in resolving escalated customer service issues and managing executive escalations. Your key responsibilities will include:

• Modeling Leadership Behaviors: You'll embody the arenaflex Mission and Values, providing coaching and developmental opportunities to our partners to help them deliver exceptional service.
• Developing and Implementing Processes: You'll manage, develop, and implement new processes to address escalations and highly visible mentions, ensuring that our customers receive the best possible experience.
• Providing Customer Care Insights: You'll provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams, ensuring that our customers receive timely and effective support.
• Collaborating with Stakeholders: You'll partner closely with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides, ensuring that our customers receive the best possible experience.
• Supporting Enterprise Social Customer Care Strategy: You'll support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media to ensure that our customers receive timely and effective support.
• Performing Research and Analysis: You'll perform research, listening, and performance analysis to inform strategies and storytelling insights through data, ensuring that our customers receive the best possible experience.
• Collaborating with Support and Business Units: You'll collaborate and establish partnerships with support and business units to continuously innovate and redesign processes, ensuring that our customers receive the best possible experience.

Requirements

To be successful in this role, you'll need to have:

• Bachelor's Degree or Significant Relevant Experience: You'll have a bachelor's degree or significant relevant experience in a related field.
• Professional Experience Managing Branded Channels: You'll have professional experience managing branded channels across multiple social media platforms.
• 5+ Years Managing Successful Teams: You'll have 5+ years of experience managing successful teams, with a proven track record of delivering results.
• 5+ Years General Business Experience: You'll have 5+ years of general business experience in large, matrixed organizations, with a proven track record of delivering results.
• 5+ Years Leading Cross-Functional Initiatives: You'll have 5+ years of experience leading cross-functional initiatives, with a proven track record of delivering results.
• 5+ Years Change Management Experience: You'll have 5+ years of experience in change management, with a proven track record of delivering results.
• Strong Organizational Planning and Development Skills: You'll have strong organizational planning, development, and business judgment skills, with a proven track record of delivering results.
• Demonstrated History of Delivering Innovative Solutions: You'll have a demonstrated history of delivering innovative solutions, with a proven track record of delivering results.
• Experience Facilitating Root Cause Analysis: You'll have experience facilitating root cause analysis and driving solutions to complex problems, with a proven track record of delivering results.
• Strong Reporting Skills: You'll have strong reporting skills, with the ability to summarize data into MBR reports.

Nice-to-Haves

While not required, the following skills and qualifications would be a plus:

• Strong Awareness of Emerging Trends: You'll have a strong awareness of emerging trends and analyzing data to provide actionable insights.
• Ability to Apply Multidisciplinary Business Principles: You'll have the ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects.

Benefits

As a Senior Manager, Customer Care at arenaflex, you'll enjoy a range of benefits, including:

• 100% Tuition Coverage: You'll receive 100% tuition coverage through the arenaflex College Achievement Plan.
• Health Coverage: You'll have access to a variety of health coverage plans to choose from.
• Stock and Savings Programs: You'll be eligible for stock and savings programs like the equity reward program, Bean Stock.
• Flexible Scheduling: You'll have flexible scheduling and opportunities for paid time off.

How to Apply

If you're passionate about delivering exceptional customer experiences and empowering our partners to do the same, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about the role and submit your application. Apply for this job