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Form of workHYBRID Role based out of office in Jacksonville, Florida. This solutions based role will lead a team of 70 + with 5+ Direct Reports and reports to the Vice President of Customer Experience.
Job Purpose:
Our Customer Service Center Manager will be responsible for managing a team and implementing strategies to enhance customer satisfaction, loyalty, and overall brand perception. Expertise implementing CX Strategies, methodologies and best practices to motivate teams to follow through on flawless Customer Service. Someone with a demonstrated knowledge of Process Optimization, Performance Metrics and working with Sales and Operations Team will excel in this role
Job Responsibilities:
• Develop and implement a customer experience strategy aligned with the organization's overall goals and objectives. Define the desired customer journey, touchpoints, and service standards to create a consistent and positive customer experience.
• Lead and manage a team of customer experience professionals, including hiring, training, and performance management.
• Utilize customer feedback, market research, and data analytics to gain insights into customer needs, preferences, and pain points. Translate insights into actionable strategies to improve the customer experience.
• Identify areas for process improvement within the customer experience center. Streamline processes, remove bottlenecks, and implement best practices to enhance efficiency and effectiveness.
• Collaborate with other departments, such as marketing, sales, product development, and operations, to align customer experience initiatives with overall business objectives.
• Develop and implement strategies to engage customers throughout their journey, fostering loyalty and advocacy. Identify opportunities for personalized interactions, proactive communication, and value-added services.
• Define and track key performance indicators (KPIs) related to customer experience, such as customer satisfaction scores, Net Promoter Score (NPS), customer retention, and lifetime value. Analyze data to measure performance, identify trends, and drive continuous improvement.
• Stay updated on emerging technologies and trends in customer experience management. Leverage technology, such as CRM systems, artificial intelligence (AI), and automation, to enhance the customer experience and drive operational efficiency.
• Develop training programs to equip employees with the skills and knowledge required to deliver exceptional customer experiences.
Additional Responsibilities & Qualifications:
• Strong strategic thinking and ability to develop and execute customer experience strategies.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Knowledge of customer experience best practices and methodologies.
• Familiarity with customer experience technology platforms and tools.
• Proficiency in data analysis and the ability to derive actionable insights.
• Understanding of market trends and customer behavior.
• Project management skills and ability to drive cross-functional initiatives.
Work Experience:
• 3-5 years of related experience of successful supervisory/management experience required to motivate and develop direct reports, as well as size up new talent.
• 3-5 years of related job experience.
• Experienced in providing leadership to others regarding work related systems, processes, and challenges.
Education:
• Bachelor's Degree Preferred
What We Offer
• Engaging and inclusive culture with employee lead Employee Resource Groups, Veritiv Cultural Alliance, recognition platform, etc.
• Extensive training opportunities, professional development programs, career pathing, and mentorship opportunities.
• Collaborative atmosphere with our customers and suppliers to create healthier, safer and more sustainable communities through our responsible operations and innovative solutions.
• Healthcare benefits and 401k with match start date of hire, paid time off and parental bonding time, tuition reimbursement, annual Profit-Sharing Program and much more! Learn more here.
Veritiv Corporation, headquartered in Atlanta, Veritiv is a leading provider of design-to-delivery packaging, print, and facility solutions. With a diverse team and global reach, we're helping businesses cut costs, reduce waste, and improve efficiencies that make doing business easier. For more information, visit www.veritiv.com and connect with the Company on LinkedIn.
