Soffe is seeking a skilled Customer Experience Manager to lead our Customer Experience team. This role is responsible for developing the customer experience function across both direct-to-consumer and wholesale channels. Reporting to the Director of Ecommerce, this role will own customer service operations, customer experience strategy, CX technology optimization, AI-driven service enhancements, and reporting & analytics. The Customer Experience Manager will ensure that all Soffe customers have an excellent experience with the brand and drive customer loyalty.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Ensure that all Customer Experience Specialists are consistently providing genuine, friendly, personable, and professional customer service.
Identify opportunities to improve the customer journey from acquisition through retention, leveraging data to provide recommendations.
Drive initiatives that improve customer satisfaction, loyalty, repeat purchase behavior, and lifetime value.
Represent the voice of the Soffe customer within internal meetings & among partner teams.
Build, document, and continuously improve all customer service processes and workflows. Includes creation & maintenance of SOPs for customer support.
Support the Director of Ecommerce in maintaining an exceptional online shopping experience - including assistance with site audits & executing customer-facing website updates, testing, and quality assurance.
Lead administration and optimization of Customer Experience software, including workflows, automation, macros, rules, and reporting.
Develop, implement, and optimize AI-driven customer service capabilities, including chatbots, automated responses, knowledge bases, and self-service tools to improve efficiency, scalability, and customer satisfaction while maintaining a personalized customer experience.