Senior Manager of Customer Experience - Online Retail at arenaflex

At arenaflex, we're on a mission to revolutionize the way our customers interact with our online retail platforms. As a Senior Manager of Customer Experience - Online Retail, you'll play a pivotal role in shaping the future of our customer experience strategy, ensuring that every interaction with our brand is seamless, engaging, and memorable. If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and thrive in a fast-paced, dynamic environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions for the retail industry. With a strong focus on customer experience, we're committed to creating engaging, personalized interactions that drive loyalty and growth. Our team is passionate about staying ahead of the curve, embracing the latest trends and technologies to deliver exceptional results.

Job Summary

We're seeking an experienced Senior Manager of Customer Experience - Online Retail to join our team. As a key member of our customer experience leadership team, you'll be responsible for developing and implementing strategies to optimize our retail customer service policies, manage customer escalations, and analyze customer trends and online/offline friction points. You'll work closely with multiple teams, including customer service, digital ops, merchandising, IT, and others to ensure an outstanding experience for our customers.

Key Responsibilities

* Develop and implement strategies to optimize retail customer service policies, manage customer escalations, and analyze customer trends and online/offline friction points

• Liaise with multiple teams, including customer service, digital ops, merchandising, IT, and others to ensure an outstanding experience for customers
• Research ecommerce/vendor exceptions and escalate to resolution
• Discover and organize necessary data to analyze customer trends and online/offline friction points
• Foster a positive partnership with the customer service, arenaflex, and digital teams
• Help prioritize changes/enhancements based on a balance of market forces, revenue, and profit generation
• Identify new product enhancements/additions, customer satisfaction, and always-shifting business dynamics
• Take on additional responsibilities as needed within a smaller team

Candidate Profile

* 4-year degree from an accredited university

• 5+ years of relevant professional experience in supporting/working alongside of customer service, preferably within a retail environment
• Strong project management skills, including a demonstrated ability to coordinate across multi-functional project teams to drive concrete results and actions
• Customer service orientation
• Awareness of retail/ecommerce industry's latest trends
• Strong communication and analytical skills
• Advanced troubleshooting and multi-tasking skills
• Ability to collect, organize, analyze, and present data into functional requirements

Preferred Qualifications

* Experience interfacing with vendors or customers to solve challenges

• Retail experience, with specific preference to home
• Working knowledge of customer service software, ecommerce platforms, databases, and tools

Core Work Activities

* Contribute to improve the online and offline customer experience, create engaged customers, and facilitate organic growth by integrating into the customer lifecycle (both pre and post order)

• Take ownership of customer issues and/or platform issues, follow problems through to resolution
• Set a clear mission and deploy strategies focused on achieving that mission
• Co-Author service procedures, policies, and standards while making recommendations for how to implement with existing resources
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Coordinates with various arenaflex teams, including but not limited to customer service, merchandising, procurement, technical, loyalty, and retail channel management
• Create and manage complex project plans to track progress on planned initiatives
• Develops and sustains relationships with stakeholders across the enterprise

Compensation and Benefits

* Salary range: $108,300 to $136,300 annually

• Bonus program
• Comprehensive health care benefits
• 401(k) plan with up to 5% company match
• Employee stock purchase plan at 15% discount
• Accrued paid time off (including sick leave where applicable)
• Life insurance
• Group disability insurance
• Travel discounts
• Adoption assistance
• Paid parental leave
• Health savings account (except for positions based out of or performed in Hawaii)
• Flexible spending accounts
• Tuition assistance
• Pre-tax commuter benefits
• Other life and work wellness benefits
• May include other incentives such as stock awards and deferred compensation plans

Benefits and Incentives

* arenaflex offers a comprehensive benefits package, including health, dental, and vision insurance, as well as a 401(k) plan with company match.

• arenaflex also offers a range of incentives, including a bonus program, employee stock purchase plan, and tuition assistance.

Why Join arenaflex?

* arenaflex is a dynamic and innovative company that offers a range of opportunities for growth and development.

• Our team is passionate about delivering exceptional customer experiences and is committed to staying ahead of the curve.
• arenaflex offers a comprehensive benefits package and a range of incentives to support your career and personal goals.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law. Apply for this job