eCommerce Customer Experience Manager

eCommerce Customer Experience Manager page is loaded eCommerce Customer Experience Manager Apply locations Kith Retail LLC time type Full time posted on Posted 3 Days Ago job requisition id R-01360 Location: HQ Williamsburg, Brooklyn Status: 100% on-site Salary: $85,000- $90,000 The individual in this role is responsible for supporting and directly supervising the Ecommerce customer service team and representatives.

RESPONSIBILITIES:

Lead eCommerce customer service offshore team lead and representatives. Define and monitor team performance against agreed Key Performance indicators (KPI’s) and foster a continuous improvement mindset. Effectively manage customer service capacity to meet the needs of the business even during peak seasons. Actively champion the adoption and implementation of new initiatives that will drive the business as well as promote efficiencies. Evaluate customer feedback and communicate insights to internal teams and external teams to optimize the customer experience. Document and maintain customer processes, workflows, and knowledge base articles. Identify trends and patterns through tracking and analyzing recurring customer issues. Manage daily, weekly, and monthly reports to monitor trends and identify quality issues. Assist with order processing, and order completion as needed for all channels. Investigate and resolve customer complaints to ensure customer satisfaction: respond appropriately and guide the complaint through established/appropriate channels. Collaborate with other departments to resolve issues and stay informed of promotions, site and app changes, fulfilment etc. Collaborate with leadership to help build and support the team/structure/process. Other duties as assigned. Supervisory Responsibilities: • Chat / App / Social Channels / Phone / Email Order creation for employee / friends & family / partners Assist with domestic and international carrier claims and cross-border relationships.

EXPERIENCE:

Minimum of 4 years of experience in online customer service or operations required. 2 + years of customer experience and demonstrated experience leading a team required. Experience with Customer Service platforms such as CRM, eCommerce, Chat, app support and other new and emerging tech. Experience with eCommerce site management tools such as Shopify or other eCommerce platforms. Call center experience, preferred. Technical App Support, preferred. Intermediate or better proficiency in Microsoft Office: Word, Excel and Power Point. Outstanding project management experience. Ability to work as part of a cross-functional team. Assertive, adaptable and excels in a fast-paced environment with competing priorities. Who We Are Established in 2011 in New York City, Kith is a lifestyle brand and specialty retailer that offers seasonal collections of men’s, women’s and children’s apparel, accessories and footwear through a distinct lens of personal storytelling. Kith embodies a multi-faceted lifestyle, with uncompromising detail to fabrication and design. Led by Founder, CEO and Creative Director Ronnie Fieg, the brand is known globally for evoking nostalgia from a dynamic point of view, and working closely with a carefully selected set of best-in-class collaborators. Kith operates 16 standalone boutiques around the world, and 3 shop-in-shops. Kith Treats, conceived from Fieg’s childhood love for cereal, operates in 10 locations, as well as Sadelle’s at Kith restaurants in Paris, Miami Design District, Toronto and Seoul. The Kinnect Foundation, a non-profit established and operated by Kith, is a non-profit devoted to creating positive change through education, community and social impact. Kith is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. About Us Established in 2011, Kith is a leading lifestyle brand and progressive retail concept that’s celebrated globally for its ability to tell stories, evoke nostalgia and connect product to the passion it’s woven with. Now in its eleventh year of business, Kith has in-house apparel lines for men, women and children, an ice cream parlor in every flagship, a full-service restaurant and a retail footprint in three continents. Born and raised in Queens, New York, Kith Founder Ronnie Fieg rose the ranks from 13-year-old stock boy at footwear franchise David Z. to the company’s chief buyer, earning him a profound understanding of the retail landscape and a network of powerful brand relationships. As the brand’s CEO and Creative Director, Fieg is known for his ability to create premium products and deliver unparalleled experiences, with a personal philosophy of giving the consumer more than what they pay for. Using Kith as a vehicle, Fieg has applied his signature lens to an impressive list of collaborators, including Coca-Cola, Nike, Versace, BMW and many others. #J-18808-Ljbffr KITH