CX MANAGER - Luxury Lifestyle + Activewear Brand

Company Description: luxury lifestyle + activewear brandLocation: can be based remote anywhere in the USAKey Responsibilities:- Own the process of providing feedback on the customer experience pain points from end-to-end.- Provide knowledgeable answers, resolve customer inquiries, and exceed customer expectations with timely follow-up/follow-through on requests and comments on all platforms.- Onboard and train new CX team members as the need arises.- Prepare and update SOPs.- Complete ongoing competitive analysis on best in class customer experience.- Increase customer advocacy including referrals, testimonials, references, etc., identify cross-sell and up-sell opportunities, and increase loyalty and retention.- Investigate new tools and systems that would provide improvements and solutions to the customer experience.- Work closely with the marketing and warehouse teams to anticipate high traffic volume that may affect the customer experience.- QA site experience frequently on mobile, mobile app, and desktop.- Work with our E-commerce team to troubleshoot site issues and bugs.- Identify and help develop tools and processes to provide best in class customer experience.- Stay abreast of digital marketing trends and proactively share new insights.- Build strong working relationships with all cross-functional team members.- Provide additional support as needed to support the marketing and operations team (10%-25%).- Track KPIs from various reports and share key findings on a weekly basis.- Manage the product seeding process and micro-influencer program.- Perform other duties as assignedPosition Requirements:- Completed Bachelor's in Marketing, Communications, or related field.- Experience managing CX Operations as well as 4-5+ years directly handling CS inquiries and support ticket management.- Experience setting up CX via Zendesk or Gorgias.- Experience with Shopify Plus D2C.- Experience in fashion and/or with a DTC/e-commerce preferred.- Analytical skills to determine marketing effectiveness and ROI of customer engagement efforts.- Self-motivated and takes initiative.- Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention-to-detail.- Detailed-oriented, well-organized, excellent time management and reliable.- Ability to learn quickly and adapt to new processes and software.- Ability to juggle a variety of initiatives and adjust to changing timelines and priorities.- Highly resourceful team-player, with the ability to also be extremely and effectively independently accountable.- Excellent coordination and people skills, including the ability to establish and maintain working relationships with all team members.- Ability to communicate effectively with cross functional teams.- Ability to handle confidential information with discretion.- Superior skills in Microsoft Office (Outlook, Word, Excel and PowerPoint).Compensation Package:- Competitive Salary Base- Discretionary Performance Bonus- Health Insurance Benefits Coverage- 401k Retirement Plan- Generous Paid Time Off- Observed Company Holidays- Flexible Permanent Work From Home- Product Allowance + Discounts JBCStyle is the leading full-service search firm owning the niche industry of fashion recruitment. Our expertise is in corporate and retail roles worldwide.