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dtc customer experience manager
3 months ago
The Role:
At Samuelsohn, you'll become part of a small, dynamic team, with the chance to grow professionally and make a notable impact in a company that has been leading the way in men's fashion for nearly a century.
We're looking for a DTC (Direct To Consumer) Customer Experience Manager with a strong foundation in retail customer service to join our expanding team.
This position offers a unique opportunity for those with experience as store or customer service managers who are eager to broaden their careers and acquire diverse experience across different areas of our business.
Key Responsibilities:
E-commerce Customer Service Management:
- Develop and implement a comprehensive customer service procedure manual.
- Lead and ensure the performance of a customer service team, aligning with internal procedures.
- Assist in responding to inbound emails & chats from customers by providing information, understanding needs, offering value added solutions, opportunity spotting, and taking accountability for the resolution of customer concerns.
- Handle escalated customer service situations and provide resolutions.
- Incorporate feedback to enhance service quality.
Store Support and Management:
- Occasionally act as a Sales Associate in the Montreal store, guiding customers through styling decisions, demonstrating expertise in product knowledge, and assisting with sales transactions to ensure an exceptional shopping experience.
- Assist in inventory management and pricing strategies.
- Assist in store merchandising responsibilities.
CRM & Marketing:
- Collaborate with store managers to foster business growth and client relationship management.
- Play a key role in pinpointing our top clients and crafting dynamic strategies to captivate and maintain this elite group.
- Ensure efficient client data capture
- Offer valuable insights to the marketing team based on customer feedback, suggesting enhancements for content, website, and store experiences, alongside strategies to boost revenue.
- Serve as the authoritative source and advocate for understanding and addressing our customer's desires and requirements
Leadership:
- Foster an environment that encourages independent work, celebrates achievements, and views challenges as opportunities for growth and learning.
- Manage staff resource allocation and scheduling to optimize sales and customer service.
- Drive team motivation to meet or exceed commercial targets.
- Be proactive in sourcing the information you and your team needs to succeed.
Reporting and Analysis:
- Conduct sales and performance analysis for strategic reporting.
- Manage financial reporting tasks, including petty cash management.
Requirements:
- 3-5 years of experience in retail store or inbound customer service management, including team leadership.
- Proven track record in clienteling.
- Prior experience in the fashion industry is an asset, but a strong interest and enthusiasm for a career in fashion is essential.
- Superior communication skills in English; proficiency in French is required and Spanish is a plus.
- Ability to balance managerial responsibilities with task-oriented duties.
- Is exceptionally proactive and has above-average problem solving skills.
