Director of Customer Experience - Retail Division

Position Overview:

We are one of the world’s fastest-growing fitness equipment manufacturers, looking for an experienced Director of Customer Experience - Retail Division to lead our customer contact center. Under the direction of Vice Presidents of Operations, the Director of Customer Experience will lead the teams responsible for delivering outstanding customer technical support for home use customers that purchase the BowFlex, Horizon, and Schwinn brands. This includes providing the direction to receive inquiries, providing diagnostic support, dispatching service technicians, and resolving issues.

The successful candidate will work with senior leadership to create a strategic plan that will creatively and effectively address the need to deliver industry-leading customer support; he or she will then manage the team responsible for executing that plan. This is a supervisory position.

Responsibilities:

Direct all elements of JHTT’s Customer Experience Call Center:

• Create departmental annual plan to achieve stated key performance indicators and team performance metrics, considering projected sales volume, call center best practices, customer service level agreements, onboarding timelines and team efficiency
• Recommend optimal team structures to support business needs and projected sales growth
• Research and implement tools to streamline the delivery of industry-leading customer support
• Identify and implement corrective action when teams fail to meet stated KPI achievement goals
• Provide direction and support to departmental staff
• Set and oversee all departmental budgets, including staffing and incentive budgets
• Track and analyze team and individual agent effectiveness; adjust programs as needed
• Ensure departmental messaging (team scripts, recorded messages, etc.) meet brand standards and contribute to delivering outstanding experiences
• Work collaboratively with other departments to meet company goals
• Represent team on recurring cross functional meetings with departments as needed
• Represent our brands by forming strong relationships with business leaders and key customers
• Benchmark best practices and implement continuous improvement initiatives
• Ensure proper processes are enforced for all necessary activities, including return authorization, diagnostic activity, comprehensive case creation, service tech dispatches, goodwill cases, etc.

Manage field service vendor relationship

• Manage service liaison supervisor and network of third-party service technicians
• Optimize program to reduce costs and increase customer satisfaction

Sales Support

• Build and support direct sales and after support functions.
• Establish programs and workflows to reduce cancelation and increase customer satisfaction
• Work directly with shipping partners to establish ways to excite and delight the customers through their delivery and install process

Metrics/weekly reporting

• Analyze departmental data daily/weekly/monthly and make program adjustments as needed
• Provide departmental metrics and status reports to business leaders
• Monitor call and case types to suggest proactive communications to streamline contacts
• Use data-driven insights to suggest team and departmental improvement opportunities
• Integrate with social media and reviews platforms to identify challenges and grow overall customer online sentiment

Team management and development

• Oversee all elements of hiring, performance management, coaching and mentoring of team of supervisors, leads, agents and other support personnel to achieve stated goals
• Manage and support Team Supervisors, Team Trainer, Manager, Team Leads
• Manage and maintain the offshore call center and communication flows
• Work with CTS Team Trainer to create appropriate training curriculum to meet needs of department; ensure training metrics and ongoing quality assurance targets are met
• Work with leadership and team supervisors to establish baseline performance expectations for agents; manage promotion opportunities and career advancement
• Create, maintain, and enforce departmental policies
• Manage program to assess quality of customer support experience and reps
• Promote and maintain a strong team culture that drives morale and results

Other

• Work with other departments to analyze case reports and create support material that can be proactively shared to help minimize contacts for common issues
• All other projects as assigned

Education:

• Bachelor’s degree in business, management or related field required
• MBA or advanced degree preferred

Experience:

• A minimum of 7 years’ experience in roles of progressing responsibility in call center leadership with a minimum of 3 years in a senior management role
• Demonstrated experience in creating and executing customer service strategic plans
• Demonstrated experience in daily call center management
• Proven experience in team leadership, coaching and management
• Experience in call centers that serve B2C customers preferred

Other Requirements:

• Proficient with Microsoft Office suite, CRM, and SAP
• Ability to learn proprietary software and teach others how to use (Online Remedy)
• Excellent written and verbal communication skills
• A sense of urgency and commitment to continuous improvement
• Up to 15% domestic travel and occasional international travel (1 trip per year) possible

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs