At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a critical role in leading and inspiring our teams to provide world-class service, drive business growth, and foster a culture of high performance, accountability, and continuous improvement.
**About arenaflex**
arenaflex is a leading provider of innovative solutions and services that empower businesses to succeed in today's fast-paced market. With a strong focus on customer experience, arenaflex has built a reputation for delivering exceptional service, quality products, and cutting-edge technology. Our team is passionate about making a difference in the lives of our customers, and we're looking for talented individuals like you to join our mission.
**Responsibilities**
As a Customer Experience Manager, you'll be responsible for leading and inspiring your teams to provide an exceptional customer experience in every interaction. Your key responsibilities will include:
* **Customer Experience**
+ Lead by example and champion the customer experience
+ Empower teams to overcome obstacles and reward great service
+ Monitor and adjust staffing daily to ensure optimal service levels
+ Challenge the status quo and drive continuous improvement
* **Operational Execution**
+ Improve KPIs through behavioral coaching and effective feedback
+ Monitor and adjust staffing daily to ensure optimal service levels
+ Maintain appropriate service levels and drive results
+ Challenge the status quo and drive continuous improvement
* **Talent Optimization**
+ Utilize interview guides and hire right for the role
+ Demonstrate effective feedback and coaching to drive performance
+ Build high-performing teams and drive engagement and retention
+ Develop and implement training programs to enhance skills and knowledge
* **Profit Maximization**
+ Control overtime and cross-train as needed to optimize resources
+ Manage expenses and drive cost savings
+ Empower teams to make decisions and take ownership
+ Deliver on operational objectives and drive business growth
* **Planning & Priority Setting**
+ Set goals and objectives and break down work into process steps
+ Spend time and time of others on what's important
+ Eliminate roadblocks and drive continuous improvement
* **Building High Performance Teams**
+ Acquire and retain the right talent for the role
+ Train, coach, and provide feedback to drive performance
+ Develop and implement training programs to enhance skills and knowledge
+ Build high-performing teams and drive engagement and retention
* **Motivating Others**
+ Create a climate in which people want to do their best
+ Motivate and inspire direct reports and teams
+ Make each individual feel their work is important
+ Drive engagement and retention through effective feedback and coaching
* **Managing Vision & Purpose**
+ Make the company vision sharable by everyone
+ Inspire and motivate the entire team
+ Be forward-looking and talk beyond today
+ Drive continuous improvement and innovation
* **Managerial Courage**
+ Do not hold back what needs to be said and take action
+ Provide on-time, direct, complete, and actionable positive and corrective feedback
+ Drive continuous improvement and innovation
+ Make tough decisions and take ownership
* **Customer Focus**
+ Role-model delivering an exceptional customer experience every time
+ Use good judgment and act with teams and customers in mind
+ Understand and teach how operational execution directly affects the customer experience
+ Establish and maintain positive interactions with customers, peers, and associates through respectful and effective communication
**Qualifications**
To be successful in this role, you'll need:
* **Experience**
+ 5+ years' supervisory experience in Customer Service, Retail, or Hospitality required
+ Strong computer skills, including MS Office (Excel, Word) required
* **Education**
+ Bachelor's Degree, preferably with a business or communications focus or equivalent experience
* **Workspace Requirements**
+ Contact Center Managers are required to have a space within their home to create a desk setup that is conducive to remote work
+ An internet speed of 1GB or greater is required (arenaflex supports all Contact Center Associates with a monthly Internet Allowance to offset the cost of maintaining 1GB speed)
* **Physical Requirements**
+ Stand, walk, sit for extended periods of time
+ Speak and listen to others in person and over the phone
+ Read from computer screen and reports
+ Type 35 words per minute
+ Lift up to 15 lbs.
* **Availability**
+ Ability to work a flexible schedule, including weekends and holidays
+ Regular attendance is an essential function of the job
**Requirements**
As a Customer Experience Manager, you'll be responsible for:
* **Shared Duties**
+ Service Level
+ Customer Satisfaction
+ Drive KPIs and results
+ Uphold policy and procedures
+ Build an engaged and high-performing team
+ Cultivate a great place to work
+ Deliver Best in Class experiences
+ Do the right thing for customers and the company
* **Primary Duties**
+ Lead, coach, and develop direct and indirect reports
+ Build and maintain a culture of accountability and ownership
+ Drive engagement and retention by hiring right, ensuring necessary training and coaching, and rewarding high performance
+ Ensure all team members have the opportunity to grow and develop
+ Design regular engagement activities to promote an environment that supports Excellence in Execution while providing a positive, professional experience for Associates
+ Oversee all day-to-day aspects of the Customer Support function for both arenaflex stores and website
+ Customer contacts (email/web/phone)
+ Executive office customer contact
+ Product support
+ Online order support
+ Manage and measure Service Levels
+ Embrace the core value of Continuous Improvement to consistently challenge current service levels and drive to improve
+ Identify and measure the appropriate Key Performance Indicators (KPIs) to drive performance and deliver an exceptional customer experience
+ Frequently review KPIs for effectiveness and adjust the goals to maximize performance
+ Ensure appropriate coverage needed to support customer demand by overseeing all aspects of staffing and scheduling, including demand planning, hiring, scheduling
+ Track and manage expenses to budget
+ Forecast future expense and staffing needs during the annual budgeting process
+ Prepare and deliver business updates, performance metrics, project status reports, and other complex information in various formats, including verbal, written, and presentation
+ Support the implementation of new technology, tools, and processes to proactively identify obstacles to excellent customer experience and to prevent/reduce the impact to customers
+ Act as a champion of change to drive adoption and improve efficiency
+ Partner with cross-functional teams, such as eCommerce, Marketing, IT, Inventory, Supply Chain, Transportation, and Legal, to resolve issues impacting the customer experience and/or the contact center team
+ Handle sensitive, high-profile escalations on behalf of top executive leadership
+ Other duties as assigned
**Additional Duties**
As a Customer Experience Manager, you'll also be responsible for:
* **Support the contact center operation**
+ Provide back-up phone and email support during high volume
+ Lead continuous improvement projects
**What We Offer**
As a Customer Experience Manager at arenaflex, you'll enjoy:
* **Competitive compensation and benefits package**
* **Opportunities for career growth and development**
* **Flexible work arrangements, including remote work options**
* **Collaborative and dynamic work environment**
* **Recognition and rewards for outstanding performance**
* **Professional development opportunities, including training and coaching**
**How to Apply**
If you're a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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