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Posted July 21, 2023
SENREVE

Customer Experience Manager

SENREVE
San Francisco, CA, USA Remote ⚠ [Archived] No Longer Accepting Applicants

Customer Experience Manager (Remote)

PURPOSE

We are looking for a Customer Experience Manager who is passionate about delivering a modern luxury experience to our clients, and strives to bring a positive, personal, and professional touch to every client interaction. At SENREVE, we believe that it is possible to create a white-glove, bespoke experience online through a combination of technology and human interaction.

The person who excels in this role will have experience in leading best-in-class customer service teams through both online and offline tools. He/she understands that brand loyalty is based on a positive online experience, from the first touch point on SENREVE.com through the post-purchase interaction. He/she will be a strategic thinker who understands that e-commerce requires cross-functional collaboration and constant evaluation of team performance and the latest technology to provide a 360-degree view of the customer’s journey.

This role will serve as a leader for the Client Concierge team, with an ability to “dive high and low” in order to continuously provide best-in-class online customer service, while building a loyal following.

KEY RESPONSIBILITIES:

  • Own the SENREVE customer experience and inquiries across channels, including but not limited to: email, chat, social platform direct messages, Google Business/Yelp
  • Identify and support implementation of global processes with an eye towards scalable solutions to expand our CX capabilities as our global customer base grows
  • Responsible for achieving a target NPS score that reflects best-in-class online experiences and brand loyalty; collaborate with Ecommerce, Operations and Production teams to achieve this
  • Determine the best strategies and techniques to nurture our customers’ post-purchase and improve our rate of repeat purchases; partner with Marketing to innovate VIP and loyalty programs
  • Grow, train and nurture a global customer experience team; establish best-in-class practices through consistent and innovative online training
  • Strategically contribute to the creation of an integrated data-centric platform in partnership with Marketing and Operations that enables the business to analyze the customer journey and take action for improving engagement, increasing conversion and minimizing returns/cancellations
  • Incorporate data analytics to understand the customer funnel, pain points in the online experience and propose solutions to promote conversion and repeat purchases
  • Support growth of our high value VIPs through surprise-and-delight initiatives and personalized outreach
  • Oversee end-to-end customer communication experience from the moment a potential customer signs up for an account through delivery of their purchase
  • Define, manage and report customer success metrics (Response Time, Customer Satisfaction etc.) on a weekly basis to ensure a high level of customer satisfaction
  • Communicate with Ecommerce, Operations, and Production teams regarding customer timelines and sentiment
  • Work cross-functionally with our Ecommerce and Brand teams to create a strong customer journey through automated emails and social media customer service triaging
  • Think creatively about what is necessary to bring the personalized luxury experience into the modern age and implement positive process changes

QUALIFICATION REQUIREMENTS:

  • 3-5 years of professional experience working in online customer service at a digitally native brand or luxury house, has worked at a high growth company, including at least 1 year of growing and managing a team
  • Superior written and verbal communication skills with customers, leadership team, and cross-functional team members
  • Strong working knowledge of digital platforms including Shopify Plus, Google Analytics, Gorgias, Zendesk, Intercom, Facebook/Instagram DM, and similar tools
  • Customer-first mentality and willingness to tackle the most complex and challenging customer situations with grace and professionalism
  • Experience working cross-functionally and collaboratively with Operations, Ecommerce, Marketing, and Product teams
  • Ability to think critically, learn quickly and problem-solve in a fast-paced, dynamic environment
  • Ability to effectively work and manage a team remotely utilizing online tools such as Asana, Slack
  • Highly organized and detail oriented; self-motivated to deliver against tight timelines
  • BA from a leading institution

ABOUT SENREVE:

Inspired by the woman who does it all, SENREVE is a digitally native handbag brand revolutionizing the luxury industry. SENREVE pioneered the luxury convertible handbag and backpack category with its iconic Maestra Bag. Their products have had over 10,000 person waitlists and are celebrity and influencer-favorites. All of SENREVE's handbags are designed and handcrafted in Italy at the same factory that produces handbags for leading traditional luxury brands. SENREVE is derived from the French words for "sense" and "dream" and is built upon the coexistence of dichotomies: everyday and fantasy, tradition and innovation, design and versatility—creating an elevated experience that defies trade-offs. The company has raised over $23M in funding from leading venture capital and growth capital investors and was one of The Lead's Foremost 50 leading digitally native brands that are reinventing and redefining the future of the fashion and retail industry.