Experienced Customer Experience Manager - Remote

Join arenaflex, a leading organization in the industry, as we seek a highly skilled and motivated Customer Experience Manager to lead our remote team in delivering exceptional customer experiences.

About arenaflex

arenaflex is a dynamic and innovative organization that is committed to providing exceptional customer experiences. We believe that our customers are at the heart of everything we do, and we strive to create a culture of high performance, accountability, and continuous improvement. Our team is passionate about delivering outstanding results, and we are looking for a talented Customer Experience Manager to join our remote team.

Job Summary

As a Customer Experience Manager at arenaflex, you will be responsible for leading and inspiring your team to provide exceptional customer experiences in every interaction. You will balance engagement and recognition with accountability for high performance, and create a culture of high performance, accountability, and continuous improvement. You will support a professional, engaging, and fun environment to bring out the best in your team.

Responsibilities

Customer Experience

* Lead by example and champion the customer experience

• Empower teams to overcome obstacles and reward great service
• Create a culture of high performance, accountability, and continuous improvement
• Support a professional, engaging, and fun environment to bring out the best in your team

Operational Execution

* Improve KPI's through behavioral coaching and monitor and adjust staffing daily

• Maintain appropriate service levels and challenge the status quo
• Drive engagement and retention by hiring right, ensuring the necessary training and coaching, and rewarding high performance
• Ensure all team members have the opportunity to grow and develop

Talent Optimization

* Utilize interview guides and hire right

• Demonstrate effective feedback and coaching
• Drive performance management and build high-performing teams
• Acquire and retain the right talent and train, coach, and provide feedback

Profit Maximization

* Control overtime and cross-train as needed

• Manage expenses and empower with company in mind
• Deliver on operational objectives and drive Best in Class experiences
• Do the right thing for customers and the company

Planning & Priority Setting

* Set goals and objectives, and break down work into process steps

• Spend time and time of others on what's important and eliminate roadblocks
• Create a climate in which people want to do their best and motivate and inspire direct reports and teams

Building High Performance Teams

* Acquire and retain the right talent and train, coach, and provide feedback

• Develop team and position them for growth and create a culture of accountability and ownership
• Build and maintain a culture of high performance, accountability, and continuous improvement

Motivating Others

* Create a climate in which people want to do their best and motivate and inspire direct reports and teams

• Make each individual feel their work is important and provide on-time, direct, complete, and actionable positive and corrective feedback to others

Managing Vision & Purpose

* Make the company vision sharable by everyone and inspire and motivate the entire team

• Be forward-looking and talk beyond today and create a culture of high performance, accountability, and continuous improvement

Managerial Courage

* Do not hold back what needs to be said and take action and provide on-time, direct, complete, and actionable positive and corrective feedback to others

• Role model delivering an exceptional customer experience every time and use good judgment and act with teams and customers in mind

Customer Focus

* Understand and teach how operational execution directly affects the customer experience and establish and maintain positive interactions with customers, peers, and associates through respectful and effective communication

• Use good judgment and act with teams and customers in mind and create a culture of high performance, accountability, and continuous improvement

Qualifications

* 5+ years' supervisory experience in Customer Service, Retail, or Hospitality required

• Strong computer skills, including MS Office (Excel, Word) required
• Bachelor's Degree, preferably with a business or communications focus or equivalent experience

Workspace Requirements

* Contact Center Managers are required to have a space within their home to create a desk setup that is conducive to remote work

• An internet speed of 1GB or greater is required (arenaflex supports all Contact Center Associates with a monthly Internet Allowance to offset the cost of maintaining 1GB speed)

Requirements

* Stand, walk, sit for extended periods of time

• Speak and listen to others in person and over the phone
• Read from computer screen and reports
• Type 35 words per minute
• Lift up to 15 lbs.

Availability

* Ability to work a flexible schedule, including weekends and holidays. Regular attendance is an essential function of the job.

Shared Duties

* Customer Experience + Service Level + Customer Satisfaction

• Operational Execution

+ Drive KPI's and results + Uphold policy and procedures

• Talent Optimization

+ Build an engaged and high-performing team + Cultivate a great place to work

• Profit Maximization

+ Deliver Best in Class experiences + Do the right thing for customers and the company

Primary Duties

* Lead, coach, and develop direct and indirect reports. Build and maintain a culture of accountability and ownership.

• Drive engagement and retention by hiring right, ensuring the necessary training and coaching, and rewarding high performance. Ensure all team members have the opportunity to grow and develop.
• Design regular engagement activities to promote an environment that supports Excellence in Execution while providing a positive, professional experience for Associates.
• Oversee all day-to-day aspects of the Customer Support function for both arenaflex stores and website:

+ Customer contacts (email/web/phone) + Executive office customer contact + Product support + Online order support

• Manage and measure Service Levels. Embrace the core value of Continuous Improvement to consistently challenge current service levels and drive to improve.
• Identify and measure the appropriate Key Performance Indicators (KPI's) to drive performance and deliver an exceptional customer experience. Frequently review KPI's for effectiveness and adjust the goals to maximize performance.
• Ensure appropriate coverage needed to support customer demand by overseeing all aspects of staffing and scheduling, including demand planning, hiring, scheduling.
• Track and manage expenses to budget. Forecast future expense and staffing needs during the annual budgeting process.
• Prepare and deliver business updates, performance metrics, project status reports, and other complex information in various formats, including verbal, written, and presentation.
• Support the implementation of new technology, tools, and processes to proactively identify obstacles to excellent customer experience, and to prevent/reduce the impact to customers. Act as a champion of change to drive adoption and improve efficiency.
• Partner with cross-functional teams, such as eCommerce, Marketing, IT, Inventory, Supply Chain, Transportation, and Legal, to resolve issues impacting the customer experience and/or the contact center team.
• Handle sensitive, high-profile escalations on behalf of top executive leadership.
• Other duties as assigned.

Additional Duties

* Support the contact center operation: + Provide back-up phone and email support during high volume + Lead continuous improvement projects

How to Apply

If you are a motivated and experienced Customer Experience Manager looking for a new challenge, please apply to this role by clicking on the link below: Apply Job! We look forward to hearing from you! Apply for this job