The CX Manager is an advocate for establishing and maintaining strong relationships between key stakeholders, internal personnel, brand business leaders, agency sales teams, and our external customer base.
This person is responsible for hiring, coaching, developing direct reports and reviewing, adjusting, and executing business processes.
The manager will work with their counterparts in the North American portfolio to harmoniously orchestrate continuous improvement in our delivery systems to ensure top performance against our quality standards, resulting in exceptional service to our customer base.
ESSENTIAL DUTIES & RESPONSIBILITIES
The duties and the responsibilities described below represent the expectations of a manager.
- Monitor teams’ individual communication via salesforce, phone recording, and chat to ensure timely execution.
- Monitor orderbook through our OB dashboard and our reporting systems to ensure timely shipments to the dealers. Investigate all open orders, make cancelations, provide ETA’s, remove delivery blocks and past cancels, and ensure the reps/dealers are notified of a change in status.
- Monitor fill rate on accounts/orders to ensure timely shipping windows and delivery to customers.
- Monitor and help troubleshoot orders stuck in processing (ZGOIN) to ensure orders flow into SAP in a timely manner.
- Manage, coach, and help develop direct reports to ensure all daily tasks are properly completed in a timely manner.
- Help recognize and develop each team member to ensure contributing members to the organization are properly developed for promotions or other roles within the organization.
- Assist the CX Director, other CX managers and other CX team members.
- Support CX team through transitions.
- Identify system & process improvement opportunities.
- Assist on system testing and projects.
- Assist the CX specialist with training new employees.
- Assist the CX specialist on process definitions and mapping.
- Assist team members with workload and maintain KPI performance.
- Knowledge of AFO/BI reporting.
- Reinforces a positive and supportive day-to-day team environment.
REQUIRED EDUCATION & EXPERIENCE
- Bachelor’s Degree, preferably in Business, Sports Management, or Marketing. A High School Diploma or GED may be substituted for requirement as determined by leadership. A combination of education and experience may be considered in lieu of completed degrees.
- 5+ years previous experience in customer service preferred, optimally in winter & outdoor sports equipment.
- Minimum 2 years’ experience in leading, coaching and training people; also working alongside business leadership within a company.
- Proficient in Microsoft Office Suite
- A passion for outdoor sports and previous experience in a team environment is preferred.
- Travel requirements (driving, hotel accommodations, flying)
QUALIFICATIONS, SKILLS, ABILITIES & COMPETENCIES
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Strong interpersonal skills and ability to empathize.
- Excellent communication skills and self-confidence to work independently with an array of business areas and brands without instruction.
- The ability to multi-task and quickly change priorities/focus based on business needs/immediate demands.
- The ability to manage and lead a team of Consumer Experience professionals.
- Develop innovative ideas to improve Consumer Experience standards and elevate service levels for our customers.
- \A commitment to improve your own Consumer Experience skills on an ongoing basis.
- High Proficiency in Microsoft Suite (Outlook, Excel, Word, Power Point, Teams)
- Experience with SAP, Salesforce, or related CRM is preferred.
DECISION MAKING RESPONSIBILITY
Decisions that the manager makes without seeking high-level review or approval in changing methods.
- The extent to which the activities are influenced by precedents, rules, policies, procedures, etc.
- When supervision must be called in for approval, concurrence, resolution, etc. Execute and follow the OB approval thresholds.
- The source of assignments and extent of which the result and methods are defined by the manager.
FINANCIAL RESPONSIBILITY
This position will make or be a part of financial decisions and resources. For example, revenues, expenditures, purchases, or other financial dimensions. **If this position has no impact on the company s financial resources please select “not applicable.”
- Team’s operating budget, (labor, seasonal, non-capital expenditures)
- Team’s capital budget, (needed equipment for role, projects budget)
- Expense purchases, (team activities, lunch, gifts, etc. and travel)
Job Types: Full-time, Permanent
Pay: $75,000.00-$80,000.00 per year
Additional pay:
- Bonus pay
Benefits:
- Casual dress
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care
Schedule:
- Day shift
- Monday to Friday
Application question(s):
- Do you have SAP experience?
Experience:
- Management: 5 years (preferred)
- Customer Service: 5 years (required)
Work Location: In person