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CX Manager (Apparel, Onsite LA)

Website Hire With Jarvis - Michael Tavani

Job Summary:
As the Customer Experience (CX) Manager, you will be the driving force behind our customer-first strategy. You will lead initiatives to enhance customer satisfaction, loyalty, and advocacy across all touchpoints. Your role will involve collaborating with cross-functional teams to ensure a seamless and delightful customer journey from discovery to post-purchase.

Key Responsibilities:

  • Develop and implement a comprehensive CX strategy that aligns with our brand values and business goals.
  • Lead and mentor a team of customer service representatives, providing training, guidance, and performance feedback.
  • Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement.
  • Work closely with the marketing, sales, and product teams to ensure a cohesive and positive customer experience across all channels.
  • Design and execute customer loyalty programs to enhance customer retention and engagement.
  • Manage and optimize customer support processes, ensuring timely and effective resolution of inquiries and issues.
  • Utilize customer insights to drive continuous improvement initiatives and enhance overall customer satisfaction.
  • Monitor industry trends and competitor activities to stay ahead in delivering best-in-class customer experiences.
  • Prepare and present regular reports on CX performance metrics and KPIs to senior management.

Qualifications:

  • Prior experience in customer experience, customer service, or a related role, preferably in the apparel or retail industry.
  • Proven track record of developing and implementing successful CX strategies.
  • Strong leadership and team management skills.

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To apply for this job email your details to apply.a4lpxa1hlapg@aptrack.co