Sr. Director, Customer Experience

About Us:

Loloi Rugs is a leading textile brand that designs and crafts rugs, pillows, and throws for the thoughtfully layered home. Family-owned and led since 2004, Loloi is growing more quickly than ever. To date, we’ve expanded our diverse team to hundreds of employees, invested in multiple distribution facilities, introduced thousands of products, and earned the respect and business of retailers and designers worldwide. A testament to our products and our team, Loloi has earned the ARTS Award for “Best Rug Manufacturer” in 2010, 2011, 2015, 2016, 2018, and 2023.

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We are looking for a Senior Director of Customer Experience who possesses both strategic vision and practical, hands-on expertise Our customer experience leader is a creative, and action-oriented customer advocate champion. The role is responsible for bringing a strategic vision, operational excellence and innovation to the customer engagement teams which include implementation, training, and product support. This leader and their team will represent the Voice-of-Customer to continually optimize the user experience. The focus and culture of delivering best in class customer service, solving challenges, empowering teams, obsessing over customer discoveries, and developing positive customer experience-based solutions that drive business growth, are the essence of this role. The ideal candidate will be an integral part of the Loloi Management Team and will report directly to the SVP of Digital Commerce.

Responsibilities

• Partner with channel stakeholders to lead the launch of our Customer Care Center
• Developing high performance teams and organizational structures to maximize efficiencies and customer satisfaction through the principle of Discover, Define, Solve, and Measure
• Overseeing the Customer Care and Contact Center leadership team
• Lead discovery, development, and continued optimization of communication protocol/direct engagement model across multiple channels such as phone, email, UGC, social, and direct inquiries
• Owning the strategy to organize, segment, and measure customer inquiries via multiple inbound channels, while utilizing these insights to help support multiple departmental growth initiatives
• Developing/deploying the discussion map and associated training for the customer experience team
• Ensuring that the Customer Experience team is thoroughly trained in product knowledge, general site navigation, order management, friction deceleration, conflict resolution, and product referrals
• Collaborating with cross-functional teams to achieve understanding our customers’ needs, requirements, and the path to primary trusted advisory within the home category
• Leading the development of core training processes and systems for all level of associates which includes product training guidelines, manuals, and optimization program development
• Lead and optimize an engagement model embodying the concept of: Real people. Real Discussion. Real Data. Real Results
• Enable and advocate for Voice of the Customer throughout deployment and in perpetuity
• Continued customer research as defined by need, capability, and enterprise capacity
• Interpreting customer listening channels and working with product/system stakeholders to develop sustainable experience solutions
• Ensuring that brand presentation and tone of voice is represented to the fullest when direct customers (trade & consumer) are engaged

Key Metrics Utilized to Help Define Success

• Customer LTV (shared)
• Customer Retention (shared)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS) – Phase 3 if organization launches
• Customer Churn (CCR)
• Customer Degree of Effort
• Average Issue Resolution Time
• Average Open Tickets per daily orders (Daily)
• Average # of associate touches per issue
• Various communication KPIs

Experience, Skills, & Ability Requirements

• Bachelors Degree preferably in Business,
• Masters Degree a plus and preferred
• 10 years of business management, consulting, customer service experience, preferably in the consumer goods and ecommerce space
• Exceptional oral and written communication skills
• Experience in working within Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) system technology environments
• Passion for developing robust reporting frameworks and models
• Expert in analyzing all areas of customer experience
• Disciplined project management and leadership
• A master at time management and numerical accuracy
• Experience with deploying and managing Net Promoter Score (NPS) programs

What We Offer

• Health, dental, and vision benefits
• Paid parental leave
• 401(k) with employer match
• A culture of meritocracy that fosters ongoing growth opportunities
• A stable, growing family-owned company that looks after its employees

Loloi Rugs does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.