The Customer Relations team ensures customer interactions are experiential and efficient. The team collaborates with internal & external partners from all areas of business to resolve and enhance all aspects and touch points of the customer experience. The Manager Customer Relations is responsible for ensuring the appropriate business lines resolve inquires in a timely fashion. This position devises projects based on Executive Escalations, In-Store Experience Surveys and Social Media feedback. Who you are: Resolution of escalated customer experience issues Drive customer experience and identify customer service initiatives for all channels via analyzing CSAT results, addressing store challenges and partnering with Customer Insights COE for additional understanding Report to Business Leadership on Executive Escalations & Social Media Customer Sentiment Partner with internal stakeholders to facilitate change related to customer experience processes, policies, tools, technology and reporting When needed, collaborate with business owners, HR, L&D to ensure associate training maintains key goals and HBC Culture.
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