Customer Experience Manager

Company Overview

At Mizzen+Main, we believe what we wear to work reflects what we think of work. And we think work is fun. We think it's a place of joy, collaboration, discipline, laughter,the ups and downs, and everything in between all of those things. That's why we make clothes that make people comfortable. We make clothes that let people breathe and stretch and move and think. We make clothes that let them work. And we have a good time doing it.

Founded in 2012 with the belief that there is a better way, Mizzen+Main is a premium men's brand with product rooted in performance fabrics and tailored silhouettes. Mizzen+Main is a multi-channel brand, comprised of our Ecommerce site, Retail Stores, and Wholesale Partners across the US, with our headquarters in Dallas, Texas. Our Values are simple and guide everything we do: We Have Commitments, We Think Big, We Act as Owners, We're People Too, and We Never Settle.

Customer Experience ManagerLocation

Dallas, TX

Reports To

The Customer Experience Manager will report to the VP of Retention & Loyalty.

Job Overview

Mizzen+Main is hiring a full-time Customer Experience Manager. This person should have an undivided focus on driving customer retention through service. Our ideal candidate will possess a deep understanding of customer service technologies and best practices while exhibiting the emotional intelligence to lead the team providing a memorable, best-in-class service experience.

Responsibilities and Duties

• Lead the strategy, planning, and execution of the overall CX program across all touchpoints in the customer journey to improve service, streamline processes, and create lasting relationships with customers.
• Manage the vendor relationship with Gladly and Loop Returns and work with them regularly to identify opportunities, new features and general optimizations to our program.
• Oversee day to day management of CX operations and team, leading associated meetings and managing all communication with the team.
• Establish ongoing reporting templates for weekly and monthly business review meetings, commenting on trends in customer satisfaction over time and identifying opportunities.
• Relying on CX Marketing Playbook, guide team on how to approach situations utilizing company policies and brand voice to maximize CSAT.
• Define and roll out our process and cadence for surprising and delighting customers through handwritten letters, email outreach and gifts.
• Develop stretch projects for each team member that are in line with their strengths and ensure that each member of the team is trained in every area of the CX landscape (email, SMS, chat, voicemail and phone calls).
• Persistently focus on how we can do better for our customers by challenging the norms and implementing the changes required to create thoughtful, enlightening experiences for every customer that surpass industry best practices.
• Mine customer feedback data from CSAT, NPS, tickets, product ratings & reviews, social media, and Google comments and formulate insights and actions for how we can improve. Work as a strong cross functional partner to drive positive change to our approach.
• Build thorough product knowledge to educate customers and service agents.
• Develop strategy around utilizing Customer Service team as a sales channel, acting as personal stylists through customer clienteling and upsell opportunities.
• Launch SMS channel and build out robust IVR flows in customer service platform, Gladly.

Qualifications

• 5-6+ years of experience working in the direct-to-consumer space; experience working on an eCommerce brand is highly preferred.
• Extensive understanding of all things related to managing and building a solid customer service platform and team.
• Experience with CX, CRM and eCommerce platforms and technologies
• Deep understanding of traditional and cutting-edge customer support channels, IVR phone systems, chat, AI/Bots, SMS, etc.
• Experience working with and managing diverse internal and external teams.
• A proven ability to leverage data insights to build customer-centric strategies and see through execution.
• Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment.
• Project management skills and experience in implementing successful product launches and technology optimizations.
• Propensity for documenting and measuring success and presenting to leadership level executives.
• Strong financial acumen to ensure we are managing costs as we continue to scale.
• Kind, agreeable demeanor with a personal passion for building relationships and exemplifying company mission and values.

What You Will Love About Working at Mizzen+Main.

Not only are we makers of the best damn dress shirt, but we also strive to create the Best Damn Place to Work. We believe your work self can be your actual self because our office is more than just a place of work, and your job shouldn't be just another one of life's compartments. We build high performing teams and prioritize personal and professional growth and development. Our unlimited PTO and 11 paid holidays support work life balance and the opportunity to stay connected with what's important. We also appreciate leaving the office early, once each quarter, to spend time together socially and learn about one another's whole self, not just our work selves. Do what you love and love what you do. Why wait? Today's a Good Day For It.