eCommerce - Customer Experience Manager

Ecommerce Customer Experience Manager

The Ecommerce Customer Experience Manager will oversee all customer-facing support channels, ensuring seamless, efficient, and empathetic service that aligns with our brand values. This role involves leading a team responsible for call center operations, email support, website chat, and social media engagements. Additionally, you'll collaborate with operations teams to refine fulfillment policies, enhancing customer satisfaction and loyalty. The ideal candidate is a strategic thinker with a customer-centric mindset, experienced in scaling support systems in a fast-paced ecommerce environment. This is a full-time position reporting to the Director of Ecommerce.

Essential Job Functions:

• Lead Multichannel Customer Support Operations: Manage and optimize the customer service call center, email support ticketing system, website live chat, and social media responses (including comments and direct messages) to ensure timely, accurate, and personalized resolutions.
• Team Management and Development: Recruit, train, and mentor a team of customer service representatives, supervisors, and specialists. Foster a high-performance culture focused on empathy, efficiency, and continuous improvement.
• Process Optimization: Develop and implement best practices for handling inquiries, escalations, and complaints across all channels. Utilize data analytics to identify trends and streamline workflows.
• Social Media Engagement: Oversee proactive and reactive responses on platforms like Reddit, X, Facebook, Instagram, and Youtube, maintaining brand voice while addressing customer feedback and building community relationships.
• Collaboration with Operations: Partner with fulfillment, logistics, and supply chain teams to refine policies on shipping, exchanges, returns, and refunds. Analyze customer feedback to recommend policy adjustments that reduce friction and improve overall experience.
• Technology Integration: Evaluate and implement customer service tools (e.g., CRM systems, chatbots, AI-driven analytics) to enhance support efficiency and scalability.
• Quality Assurance: Conduct regular audits, mystery shopping, and performance reviews to uphold service standards and compliance with regulations.
• Reporting and Insights: Generate reports on customer interactions, identifying opportunities for product improvements, marketing strategies, or operational changes.

Required Experience:

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field; Master's degree preferred.
• 5+ years of experience in customer service management, with at least 3 years in an ecommerce or retail environment.
• Proven track record in managing call centers, digital support channels, and social media teams.
• Strong knowledge of ecommerce fulfillment processes, including shipping logistics, inventory management, and return policies.
• Proficiency in customer service software (e.g., Zendesk, Salesforce, Intercom) and analytics tools (e.g., Google Analytics, Tableau).
• Excellent communication, leadership, and problem-solving skills.
• Ability to thrive in a data-driven, fast-paced setting with a focus on empathy and customer advocacy.
• Experience with KPIs and metrics-driven performance management.

Success Metrics & KPIs

• Customer Satisfaction Score (CSAT): Target 90%+ satisfaction rating from post-interaction surveys, measured across all channels to ensure consistent positive feedback.
• Net Promoter Score (NPS): Aim for 50+ (promoter-heavy), tracking loyalty and likelihood of recommendations based on customer interactions.
• First Contact Resolution (FCR): Achieve 80%+ resolution on the first interaction, minimizing escalations and repeat contacts.
• Average Response Time: Under 2 minutes for chat and social media DMs; under 24 hours for emails; under 30 seconds for call center answer time.
• Average Handle Time (AHT): Maintain 5-7 minutes per call/chat interaction, balancing efficiency with thoroughness.
• Resolution Time: Average ticket closure within 48 hours for complex issues, with 95% of simple queries resolved same-day.
• Customer Retention Rate: Contribute to 85%+ retention through effective support, measured by repeat purchase rates post-interaction.
• Return and Exchange Rate: Reduce to under 5% through policy optimizations and proactive education, tracking improvements in shipping accuracy and fulfillment satisfaction.
• Escalation Rate: Keep below 10%, indicating effective frontline resolution and training.
• Team Performance Metrics: 95%+ adherence to schedules, low turnover (under 15% annually), and high employee engagement scores.