CX Manager

Our CX Manager will create satisfying and compelling experiences for our customers, with a focus on reshaping the customer experience to maximize conversions.

Our Brand Experience Manager must have an expert understanding of touchpoints across the entire customer journey and elevate in-store team's CX capacity and understanding of their role in the journey.

Job Responsibilities
- Customer Experience: Act as a consultant to the business on all CX related matters Plan and execute of cross-functional end-to-end projects to redesign customer journeys
- Develop a strong understanding of the brand's key customer journeys
- Prepare presentations and clearly communicate projects deliverable to brand's captain
- Define KPIs in coordination with Group CX team to monitor success and progress, collect and apply learning, and provide a go forward process
- Create service measurements of success for internal and external teams
- Leverage data and technology to improve KPIs through performance management and automation
- Partner with Logistics, Brands, Communications and Social Media teams to obtain the most current and accurate information for our clients
- Explore and advise brand leadership on new technologies and/or vendors to improve productivity and customer engagement (i.e. chat and educational videos)

People Experience and Brand Training
- Upskill team members on all CX related matters Lead all brand trainings for D&G frontline staff Elevate tech savviness of team to support roll-out of digital projects in-store

Requirements

What you'll need to succeed
- Experience partnering with cross-functional teams to enable the success of both teams regarding customer experience.
- Experience leveraging data insights to improve customer experience.
- Experience successfully setting KPIs, SLAs and metrics for customer engagement.
- Strong written, verbal and presentation skills.
- Relentless negotiator and conscience of costs; budgeting experience.
- Experience with customer service software, emerging eComm tools and new technology implementation.
- University Degree in Business Administration, Marketing or any related field5+ years of relevant experience