What are the responsibilities and job description for the Manager, Customer Experience & Operations position at Supergoop!?
Who we are:
Hi, we’re Supergoop! Since 2005, we’ve been changing the way the world thinks about sunscreen. Today, we’re as committed as ever to creating feel-good sunscreen that you’ll really want to wear. Because protecting your skin’s health is what we’re all about. Every. Single. Day.™
Supergoop! Is looking for a customer-obsessed specialist to join the troop as our Manager of CX and Operations. You will be responsible for developing and executing strategies to enhance the shopping experience and drive lifetime value to deliver sales growth. As the Manager, you will play a key role in shaping the customer’s shopping and post-purchase experience, focused on customer programs, operational excellence, and data driven insights. Reporting directly to the Senior Director of DTC & CRM, you will utilize your deep understanding of CX principles to help drive holistic overall business strategies that leverage data-driven insights to optimize customer engagement initiatives and deliver exceptional customer experiences.
Role & Responsibilities
Customer Experience Programs - 40%
Supergoop! is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.
Health and Safety Statement:
The health and safety of you and the Supergoop! Team is important to us. Covid-19 vaccination will be required to work in our office.
Hi, we’re Supergoop! Since 2005, we’ve been changing the way the world thinks about sunscreen. Today, we’re as committed as ever to creating feel-good sunscreen that you’ll really want to wear. Because protecting your skin’s health is what we’re all about. Every. Single. Day.™
Supergoop! Is looking for a customer-obsessed specialist to join the troop as our Manager of CX and Operations. You will be responsible for developing and executing strategies to enhance the shopping experience and drive lifetime value to deliver sales growth. As the Manager, you will play a key role in shaping the customer’s shopping and post-purchase experience, focused on customer programs, operational excellence, and data driven insights. Reporting directly to the Senior Director of DTC & CRM, you will utilize your deep understanding of CX principles to help drive holistic overall business strategies that leverage data-driven insights to optimize customer engagement initiatives and deliver exceptional customer experiences.
Role & Responsibilities
Customer Experience Programs - 40%
- Led by CSAT, Voice of the Customer, and other insights, you will lead strategic projects from conception through implementation, project managing workflows to enhance our automation capabilities, speed-to-market, and CX marketing programs
- Manage and mentor a team of agents including a strategic mix of in-house and external specialists, fostering a culture of engagement and high performance
- Craft and execute on a strategic vision for Supergoop!’s Support function, managing CX projects full-cycle and building the CX roadmap with department leadership
- Dive in to channels as escalation or back up support as often as is needed to ensure shoppers consistently receive high quality responses and a best in class experience
- Drive efficiency by integrating AI and other forms of automation into Supergoop’s support experience without compromising on quality of responses
- Document and optimize support processes to eliminate defects and dramatically reduce Average Handle Time
- Budget tracking and forecasting for CX investments
- Partner with business owners to translate CX insights into experience improvements with detailed requirements; working with cross-functional teams to manage experience improvements through launch and ongoing optimization
- Identify and activate capabilities from new technologies; staying informed about industry trends and best practices in CX, loyalty, and e-commerce
- Maintain and evaluate KPI dashboards related to customer contacts, CSAT/NPS, fulfilment, reviews and referrals, and provide regular visibility on health and program performance
- Systematically distill and share insights from support data to drive continuous improvement across the entire company
- Consolidate and champion Voice of the Customer insights (observational studies, surveys, reviews etc) to understand needs that inform experience improvements.
- Develop internal feedback loops with eCommerce and Operations teams to drive continuous improvement of the shopping experience from discovery through delivery
- Work collaboratively with cross-functional teams to ensure the seamless execution of initiatives, consistently iterating and improving based on data and feedback from key stakeholders
- Bachelor’s degree or equivalent experience in business, marketing, or a related field
- Proven experience (4-6 years) in the e-commerce or DTC industry including time spent in a CX frontlines function
- Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions
- Demonstrated success in developing and implementing CX strategies that drove customer retention, loyalty, and sales growth
- Proficiency with Gorgias, Aircall, Microsoft Excel, and marketing automation software.
- Exceptional project management and organizational skills, with the ability to manage multiple initiatives simultaneously and meet deadlines
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and present ideas to senior management
- Passion for delivering exceptional customer experiences and driving business results.
- This role is based in our San Antonio offices.
- Comprehensive Health Benefits
- Generous Paid Time Off Policy
- 401k with Company Match
- Product Discounts
- Employee Referral Program
- Company and Team Off-Sites
Supergoop! is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.
Health and Safety Statement:
The health and safety of you and the Supergoop! Team is important to us. Covid-19 vaccination will be required to work in our office.
