Customer Experience Manager – Call Center

Job Description

Lead and develop a team dedicated to providing remarkable services and experiences to our North America Retail Stores. The Manager will champion and leverage salesforce, ERP, telephone system, etc., to monitor and measure our retail stores experience with Customer Experience and focus daily on delivering value, solving concerns, and developing new opportunities. The manager partners closely with cross functional teams and recommends areas of opportunity for change and/or acceleration that drive tangible business benefits.

• Acts as primary contact for North America Retail Stores for order management, product questions, and anything else that they may need.
• Develop and coach team members for remarkable service.
• Analyze North America Retail contacts and recommend improvements and new initiatives to retail operations team. Assist in development and implementation of strategies to provide the highest level of service and satisfaction.
• Monitor, interpret, and produce team reporting for operational efficiencies and improvements.
• Responsible for representing the team and ensuring the appropriate controls are in place for compliance.
• Develop, audit, and report on all team activities and metrics to ensure desired outcomes are achieved.
• Oversee all customer issues to ensure they are investigated, root cause is identified, and corrective action is implemented for resolution with the highest level of satisfaction.
• Assist with documenting and interpreting customer journeys, critical engagement points, and customer sentiment drivers.
• Lead and develop a best-in-class team to:

- Manage assigned staff and/or project teams in compliance with RW Human Resources policies and procedures including recruiting, hiring, onboarding, ongoing performance management, salary and incentive administration, communication, coaching, team building, compliance, and terminations (voluntary or involuntary).

- Promote learning and development initiatives to ensure new staff and tenured staff are enabled to perform his/her responsibilities, to schedule and monitor completion of required RW training programs, to build competencies that enable career development, to inspire sharing of knowledge and expertise through formal and informal channels, and to collaborate on succession planning.

- Build and sustain high employee morale

- Ensure a safe, secure, and legal work environment

- Be a positive change manager/leader that engages staff to embrace our changing environment.

Qualifications

EDUCATION and EXPERIENCE:

Bachelor’s degree (B.A./B.S.) from four-year college or university and five years’ related experience; or equivalent combination of education and experience.

· Drive for excellence in service

· Ability to build professional working relationships

· Strong communication and interpersonal skills

· Exceptional attention to detail and accuracy

· Proven success in process improvement initiatives

· Experience with a broad range of information systems (ERP, CRM, reporting tools, other)

· Analytical and problem-solving skill

Additional Information

Red Wing Shoe Company will not be using recruitment agencies or firms to fill this position and we will not accept unsolicited resumes or candidate information. No agency calls please.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Please view Equal Employment Opportunity Posters provided by OFCCP at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)