Vice President, Customer Experience

Job Locations US-PA-Paoli | US-NV | US-TX | US-OH | US-KS | US-VA-Virginia Beach | US-IN-Indianapolis | US-MA-Boston
Category
Customer Service/Support

Overview

Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area.  Best known for our award-winning, e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com and AmericanTrucks.com, we’ve been engaging car enthusiasts with exceptional products, services, and experiences since 2004.

 

Turn5 sells aftermarket automotive products to car, jeep, and truck enthusiasts through our websites:  AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com.  Our customers expect to speak with highly effective, credible, and knowledgeable representatives when making contact about a product, an order, or particular issue.  Our brands and products get customers in the door and our service keeps them coming back.

 

The Vice President, Customer Experience will own the customer experience delivery, strategic planning, and execution of all call center operations to provide best in class sales and service experience for our customers.  The VP, Customer Experience will lead a director, a team of managers, trainers, and supervisors to achieve and measure desired quality and service levels, continuous improvement, employee development, knowledge management, and expense control. 

Responsibilities

  • Oversee service, sales and BPO teams for a fully remote call center. This includes directing, managing, and coaching staff to ensure high quality performance.
  • Establish and articulate a business-meaningful, long-term vision for the sales and customer service function. 
  • Build and retain a world-class team of customer service and sales professionals. Inspire, encourage, enable, and develop high performers, while building a culture of predictability, accountability, and consistency.
  • Design, implement, and manage effective sales strategies and processes, establishing a high level of quality, accuracy, and process consistency. Proactively identify opportunities for improvement.
  • Own the strategy for creation, accuracy, and efficient distribution of sales metrics, reports, and other sales related business intelligence essential to the organization
  • 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 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
  • Create and utilize a feedback loop with cross functional business partners to ensure satisfaction, adoption of solutions
  • 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 telephone, 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. 
  • Other duties as assigned

Qualifications

  • Minimum of 10 to 12 years of prior call center senior management & operations experience with at least 2 years at Director and/or VP level with a proven track record of success.
  • B2C & retail experience is 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.
  • High emotional intelligence and self-awareness to encourage positivity and engagement throughout the team
  • Strong quantitative analysis skills with the ability to make data-justified business decisions.  
  • Experience managing a Customer Service department on a P&L basis. 

 

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