SUMMARY
We are seeking a Customer Experience Manager to lead and evolve the customer experience for Soffe. This role sits at the intersection of customer service, brand experience, product knowledge, technology, and customer insights. The Customer Experience Manager will be responsible for ensuring every customer interaction reflects the distinct voice, service standards, and positioning of the Soffe brand and be the voice of the customer internally.
This individual will develop a deep understanding of the product assortment, including fit, fabrication, construction, styling, and intended wear, enabling the CX team to confidently assist customers with sizing, fit questions, product selection, complementary product recommendations, and general product education.
The Customer Experience Manager will also own CX operations, technology optimization, AI-driven service enhancements, reporting and analytics, and team development. As one of the closest functions to the consumer, this role will serve as an important voice of the customer across Ecommerce, Brand, Marketing, Product, Merchandising, and other cross-functional teams.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer & Brand Experience
- Establish and maintain customer service standards that deliver a high-quality, personalized experience while reflecting the voice, positioning, and service expectations of each brand.
- Serve as a steward of the customer-facing brand experience, ensuring CX communications are consistent with established brand voice and messaging across email, chat, phone, social, and other customer touchpoints.
- Develop strong knowledge of the apparel assortment, including product features, fabrication, fit, sizing, construction, care, intended wear, and key product differences.
- Ensure the CX team can confidently guide customers through sizing and fit questions and provide thoughtful product recommendations based on customers' stated needs and preferences.
- Build product education and training resources in partnership with Product, Merchandising, Brand, and Ecommerce teams to ensure CX representatives are prepared to support new product launches and seasonal assortments.
- Identify opportunities to make customer interactions more helpful, personal, and differentiated while maintaining appropriate efficiency and scalability.
- Ensure Customer Experience Specialists consistently provide genuine, knowledgeable, responsive, and professional customer service.
Voice of the Customer
- Serve as a primary internal advocate for the customer, identifying recurring feedback, questions, friction points, product concerns, and emerging customer needs.
- Translate qualitative customer feedback and quantitative CX data into actionable insights for Ecommerce, Product, Merchandising, Marketing, Brand, Operations, and other partner teams.
- Develop processes for identifying and reporting trends related to product fit, sizing, quality, product expectations, site experience, delivery, returns, and other areas affecting the customer journey.
- Partner with Product and Ecommerce teams to help improve product education, size and fit information, FAQs, PDP content, and other customer-facing resources based on customer feedback.
- Identify opportunities to improve the customer journey from acquisition through retention and provide data-informed recommendations.
- Drive initiatives that improve customer satisfaction, loyalty, repeat purchase behavior, and lifetime value.
CX Operations & Technology
- Build, document, and continuously improve customer service processes, workflows, service standards, escalation procedures, and SOPs.
- Lead administration and optimization of Customer Experience technology, including workflows, automation, macros, rules, integrations, reporting, and knowledge management.
- Develop, implement, and optimize AI-driven customer service capabilities, including automated responses, knowledge bases, chatbots, and self-service tools.
- Balance automation and operational efficiency with the need to maintain a personalized, brand-appropriate customer experience.
- Develop and maintain CX reporting and dashboards, using data and customer insights to identify opportunities and inform business decisions.
- Establish and monitor key CX metrics, including response times, resolution rates, customer satisfaction, contact drivers, returns-related inquiries, and other relevant performance indicators.
- Support the Director of Ecommerce in maintaining an exceptional online shopping experience, including site audits, customer-facing website updates, testing, and quality assurance.
Team Leadership & Development
- Lead, coach, and develop Customer Experience Specialists to deliver consistently high levels of service and product knowledge.
- Establish ongoing training across customer service standards, brand voice, product knowledge, fit and sizing, technology, and customer communication.
- Create quality assurance processes to evaluate customer interactions and identify coaching, training, and process improvement opportunities.
- Ensure the team is appropriately trained for seasonal launches, promotions, new products, and other key brand moments.