Manager of Customer Experience

2 weeks ago

Mississauga, Ontario, Canada American Tall Full time

American Tall is a thriving e-commerce brand, dedicated to producing world-class quality clothing for tall men, and women, up to 7'1.

Founded by a father and son duo in 2015, the business has grown to a level that seemed almost unimaginable just a few years ago and is now a leading brand in the tall community.

The growth can be attributed to the excellent leadership team and family values that drive the business - respect, passion, support, and empowerment.

We believe the best ideas come from a diverse group of people.

This is a special opportunity to join an innovative business with tremendous upside, and a work culture built on the foundation of respect, inclusiveness, and continued learning.


We are looking for a Manager of Customer Experience to lead our CX department consisting of Customer Support and Virtual Fitting agents.

The primary responsibilities are to engage, educate, and assist the team, drive sales, promote brand loyalty, and delight customers at every touchpoint.

This role works in a cross-functional capacity with leaders of Marketing, e-Commerce, Merchandising/Product, and Fulfilment Operations, advocating for the customer experience and iterating on operational processes, workflows, technologies, and policies to meet overall business objectives and exceed customer expectations.

The Customer Experience Manager is also responsible for reporting on customer trends through qualitative and quantitative feedback. Come join a team that's dedicated to making a lasting impact on the lives of our customers.

Job Duties & Responsibilities:

Develop and Maintain Policies, Procedures, and Strategies:

  • Nurture a consumer-centric culture with a goal to improve the end-to-end customer experience across all touchpoints, identifying areas for enhancement and implementing appropriate solutions.
  • Identify resource gaps and ideal team structure and hire accordingly.
  • Implement and update policies and procedures to ensure the provision of a worldclass customer support experience.
  • Continuously seek out areas for CX improvement including selfservice solutions, developments in generative AI chatbots, automation, software feature releases and general product improvements, both for the internal team and customers.

Team Leadership, Development, and Engagement:

  • A proven leader and people developer, you will lead, empower, and inspire a team of customer support representatives to achieve their full potential.
  • Provide strong and motivating leadership to an existing team while inspiring them to deliver bestinclass customer experiences and maintain high CSAT scores.
  • Create a collaborative, innovative and resultsoriented environment both within the team and with crossfunctional partners.
  • Handle escalated customer issues in a professional and effective fashion, exceed expectations, delight consumers, and thus generate brand advocates through thoughtful and inspired issue resolution and engagement.

Performance Monitoring, Improvement, and Reporting:

  • Identify and establish key KPIs, monitoring team performance and managing seasonality.
  • Own customer experience programs and customer data reports, leveraging customer feedback across the organization to ensure alignment with business objectives.
  • Present trends, themes, and CX data in regular crossfunctional meetings to identify gaps, key issues, and opportunities to improve consumer experience across all channels and touchpoints.

Experience, Education & Designations:

  • 57 years' experience managing a customer service/sales channel, ideally in apparel or customer products.
  • 5+ years' experience directly managing a team.
  • A true passion for providing a worldclass customer experience.
  • Experience in a directtoconsumer ecommerce business is highly preferred.
  • Ability to problem solve utilizing available analytics.
  • Relevant experience with Shopify or similar software.
  • Familiarity with Zendesk or a similar support software.
  • Experience with Ada Chatbot and Loop Returns is a major plus.
  • Proficiency in Microsoft Office.

Knowledge, Skills & Attributes:

  • Excellent communication, leadership, and interpersonal skills.
  • Strong leadership skills with the ability to inspire and motivate.
  • Strong analytical and problemsolving skills.
  • Strong customer focus and dedication to providing exceptional customer service.
  • Strong organizational and time management skills.
  • Ability to analyze and interpret data to make informed decisions.
  • Ability to work collaboratively with other departments and stakeholders.
  • Strong written and verbal communication skills.
  • Strong attention to detail and accuracy.

_ Accommodations and Accessibility:
_
**_

Inclusion:

_**- Please note that applicants who receive a conditional offer of employment from American Tall may be required to provide proof that they are fully vaccinated with a COVID-19 vaccine approved by Health Canada.

American Tall will consider individual requests for accommodation

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