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Senior Director, Customer Experience

Senior Director, Customer Experience

Job Locations 
US-PA-Malvern
Category 
Customer Service/Support

More information about this job

Overview

Turn5, a high growth eCommerce company in the Philadelphia region, is searching for a Senior Director, Customer Experience. Our employees are never settling, open to change and constantly pushing for improvements across the company to be the best.

 

This position will report directly into the CEO and is responsible overseeing the sales, service, and operations teams within our Customer Service Department.  You will have a leading role in creating the strategic vision and roadmap to support the company's rapid growth.

 

How you'll spend your time with us

  • Establish and articulate a business-meaningful, long-term vision for the customer sales and service function.
  • Oversee sales, service, and operations teams for multi-site call center. This includes directing, managing, and coaching staff to ensure high quality performance.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances.
  • Provide leadership and coaching to the contact center sales, service, and operations teams while fostering a culture of accountability, professional development, high performance, and customer-focus
  • Strategic planning and execution to enhance profitability, productivity and efficiency throughout the company's operations.
  • Successfully able to vet the many possible business tools and techniques which might be employed to successfully enable the customer sales and service department to execute its goals.
  • Drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented
  • Develops and refines strategy that will address current and anticipated requirements of a rapidly changing, high-growth business environment
  • Be a visible/vocal role model for Turn5's customer centric culture.  Be an expert at championing customer needs, and use data to drive decisions, to optimize customer support and service operations.
  • Oversee the business system configuration for telephony, IVR, and other critical business systems to ensure a smooth and automated operation
  • Directing and leading of people and processes with tactical emphasis on customer experience, quality management, workforce planning, training and development and performance management.
  • Interact regularly with executive team and individual department heads to ensure that company's operational priorities are aligned with short and long-term company objectives. 

 

Key Role Requirements

  • Minimum of 10 to 12 years of prior call center senior management experience with proven track record of success; B2C experience required. Retail experience required. 
  • Ability to develop, track and optimize customer sales and service KPI's, SLA's, as well as applying best practices, in order to measure engagement success and to identify department wide opportunities to drive profit.
  • Deep understanding of the role customer sales and service plays in an organization's strategy and growth, and to identify companywide opportunities to drive profit.
  • A strong sense of leadership, ownership, urgency, and drive; the ability to work effectively in a deadline driven environments.
  • Strong quantitative analysis skills with the ability to make data-justified business decisions.
  • Experience managing a Customer Sales and Service department on a P&L basis.

 

Turn5, Inc. in a nutshell

High energy, fast-paced yet a relaxed environment best sum up our work culture.  We are one of the fastest growing e-commerce companies in the Greater Philadelphia area, owning and operating three award winning e-commerce platforms.

 

Take a break and check out some of our work. We're excited about what we've been accomplishing, and pride ourselves on continuing to build the best auto parts browsing experience EVER.

 

www.americanmuscle.com

www.extremeterrain.com

www.americantrucks.com

 

Our team members are highly analytical with a desire to constantly challenge the status quo and think way outside the box. We foster an environment for employees to flourish and drive impactful results both for the business and themselves.

 

What you get in return

  • Opportunity to impact business decision making within booming e-commerce company
  • Competitive compensation package based on experience
  • Ability to "own"projects
  • No bureaucratic red tape
  • 401(k) program with up to 4% company match
  • Paid Parental Leave
  • Health/dental/vision insurance
  • Mustang & Jeep Wrangler Reimbursement Program