Customer Care Manager (Remote)

We consider People first and believe true success can only be achieved when it is experienced by our shoppers, retailers, and team members alike. That’s not a tagline, those are our Core Company Values, written by our People, for our People.

With sites across North America, our diverse internal and external communities, stakeholders, and partners choose Tanger for the best value, experience, and opportunities. We care about delivering on the Tanger Difference of working at Tanger.

In our continued mission to deliver the best value, experience and opportunity for our communities, stakeholders, and partners, we are seeking a Customer Care Manager. This position will report directly to the Director, Customer Experience with flexibility to work in a remote environment offered by Tanger’s hub-and-spoke approach to a modern Teams-driven workplace. .

About the Role:

As the Customer Care Manager, you will be responsible for leading Tanger’s Customer Care team to strengthen Tanger team members’ connection to Our Tanger and to build brand satisfaction both internally and externally through customer service programs, to elevate the Tanger Brand, drive customer satisfaction/retention, center traffic, and NOI.

If you love working in an exciting and fast-paced environment, then this is the job for you.

Tanger Outlets offers a dynamic learning environment in a fun and exciting setting.

• As the face of Tanger, you will support our management teams, shoppers, retailers, and vendors to build relationships, help tackle concerns, and deliver "best in class" service.

We will look to you to champion improvements, tackle problems, and demonstrate leadership. If you are an enthusiastic individual who thrives in a challenging, forward thinking, and fast-pace team environment, then this is the job for you. Tanger Outlets offers a dynamic learning environment with opportunities to advance and learn alongside accomplished business leaders.

About Tanger Rewards:

• Competitive salary
• Generous Suite of Medical, Dental, and Vision Benefits
• 401(k) match
• Paid PTO and Holidays
• Paid Volunteer Hours
• Team Member Paid Leave Programs
• Tuition Reimbursement
• Wellness Incentives
• Group Life and Disability Insurance
• Voluntary Benefits
• Team Member Discounts
• And more…

How can you contribute to what we do?

• Manage remote Virtual Concierge team nationally. Ensure staff adheres to all Tanger policies related to conduct, attendance, and overall performance of the role. Provide leadership for improvement plans for employees who fail to meet expectations and recognize high performing talent.
• Own recruiting, onboarding, and training Virtual Concierge team.
• Create and maintain all scheduling for Virtual Concierge team.
• Train incoming field management team members on Kipsu program, Customer Care Email, and Customer Care Phone Calls.
• Attend business meetings with Kipsu team as needed.
• Prepare Kipsu launch documents for Tanger centers, including Quick Replies, Hub Notes, and Store Directory Notes.
• Conduct regular testing for Kipsu messaging platform needs, including tests with new digital creative involving Virtual Concierge program.
• Provide Tanger “helpdesk” support for Tanger Kipsu users.
• Serve as Administrator for Tanger’s Kipsu platform: to reset passwords, add, edit, or disable user accounts, add and edit Quick Replies, set Auto Replies, view Reports.
• Serve as back-up Virtual Concierge Rep for all properties to respond to guest messages as needed.

About You:

• Ability to instill a sense of teamwork resulting in positive internal and external relationships.
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Ability to demonstrate strong leadership skills.
• Ability to supervise and evaluate assigned personnel, establish priorities, create, and provide training.
• Knowledge of accounting principles and experience with financial administration.
• Ability to demonstrate a strong attention to detail.
• Excellent interpersonal skills; ability to build relationships with coworkers, retailers, shoppers, etc.
• Ability to multi-task and work independently in a high volume, results oriented environment with adaptability to handle various responsibilities and changing priorities.
• Outstanding verbal and written communication skills, fluency in English, bi-lingual in Spanish is a plus.
• Exceptional problem-solving and decision-making abilities.
• Demonstration of flexibility and adaptability.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Your education includes a high school diploma with five (5) plus years' experience in customer experience or brand experience or equivalent education plus experience and 1-2 years management/supervisory experience. Preferred experience includes a Bachelor's Degree in Marketing, Brand Management, Communications, Public Relations, business Administration or equivalent education; experience in commercial real estate or the retail environment and 2-5 years' experience or equivalent in administrative and or executive support level capacity with increasing responsibilities.
• Ability to work a flexible schedule to accommodate business needs, including weekends, nights and holidays.
• Adhere to Tanger’s Core Values: Consider Community First, Seek the Success of Others, Act Fairly & with Integrity, and Make it Happen

Experience the difference and be a part of our extraordinary team!

Tanger Inc. (NYSE: SKT) is a leading owner and operator of outlet and open-air retail shopping destinations, with over 43 years of expertise in the retail and outlet shopping industries. Tanger’s portfolio of 38 outlet centers and one open-air lifestyle center comprises over 15 million square feet well positioned across tourist destinations and vibrant markets in 20 U.S. states and Canada. A publicly traded REIT since 1993, Tanger continues to innovate the retail experience for its shoppers with over 3,000 stores operated by more than 700 different brand name companies. For more information on Tanger, call 1-800-4TANGER or visit tanger.com.