Experienced Customer Experience Manager - Remote
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
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Opportunities for career growth and development
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Flexible work arrangements, including remote work options
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Collaborative and dynamic work environment
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Recognition and rewards for outstanding performance
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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! Apply for this job