Customer Experience Strategy Manager
1 week ago
Castlery is a pioneering force in the furniture industry, dedicated to delivering exceptional customer experiences. Our commitment to innovation and customer-centricity has propelled us to the forefront of our field.
We're driven by a shared vision to revolutionize the way people interact with furniture brands. By harnessing the power of technology and human connection, we're creating a new standard for customer experience.
About the Role
This senior manager will lead our customer experience operations team, driving business growth through innovative customer experience strategies. The ideal candidate will have a proven track record of developing high-performing teams, fostering a culture of excellence, and driving process improvements.
Key Responsibilities
The successful candidate will oversee various aspects of the CX team's operations, including forecasting and budgeting, hiring and team management, performance management, employee experience, seasonality and new business requirements, training and development, quality assurance, and others. They will work closely with cross-functional teams to identify opportunities for process improvements and optimize resources for maximum efficiency.
About You
We're seeking a seasoned expert with a deep understanding of customer service metrics, CRM, call center technologies, and performance KPIs. You should possess strong analytical and problem-solving skills, combined with excellent communication and interpersonal skills. A proven track record of driving business growth through innovative customer experience strategies is essential for this role.
What We Offer
Join our team and be part of shaping the future of the furniture industry. You'll enjoy a comprehensive benefits package, opportunities for career growth and development, and a dynamic work environment that encourages collaboration and creativity.
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