We’re hiring for a Freelance Senior Manager, Customer Experience – ADX for a top beauty company in New York, NY! The role of the Senior Manager will oversee daily call center activities, will develop an in-house team of Customer Experience Experts, manage our 3rd party call center relationship, and be a key member of the Direct-to-Consumer team. Responsibilities: Liaisons & Partnerships Supports all of the company’s brands, Supply Chain/Fulfillment, Digital IT, extended ADX teams and as well as external partners such as 3rd party call center and fulfillment center with the goal of optimizing the digital customer experience across all brand sites. Call Center Responsible for leading and developing our internal CX talent Partner with our technology teams to identify order management opportunities to improve customer experience, ensure timely order processing Encourage and influence call center sales to achieve upsell targets Drive improvements across various business areas to reduce any customer friction Provide brand order forecast information and promotional calendars to our external call center to maintain optimal staffing levels and resources Integrate and optimize new customer service procedures, processes, policies, and enhancements into our standards Ideate and suggest easy to use and helpful customer self-service capabilities Utilize CSAT and call center data and reporting to inform business decisions and provide feedback to leadership teams. Gather valuable and actionable insights Plans and oversees on-going system training for the call center and strategizes long term training execution plan Manages third party call center partners including budget, service level, cost control, call review, and project management Keep abreast of industry developments and innovation.
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