Job Details

ID #15018805
State Minnesota
City Redwing
Job type Full-time
Salary USD TBD TBD
Source Red Wing Shoe Company
Showed 2021-06-02
Date 2021-06-02
Deadline 2021-08-01
Category Et cetera
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Customer Experience Manager – Support Services

Minnesota, Redwing, 55066 Redwing USA

Vacancy expired!

Job Description

GENERAL PURPOSE OF JOB:

Lead and develop a team dedicated to providing remarkable services and experiences to our customers globally. The manager will champion and leverage data sources such as salesforce, ERP, etc. for insights and analytics to fully understand our customers experience while focusing daily on delivering value, solving customer experience concerns, and developing new opportunities. This team designs, builds, documents, and implements processes that deliver best in class experiences that scale across Customer Experience Globally. The manager partners closely with cross functional teams and recommends areas of opportunity for change/and or acceleration that drive tangible business benefits.

ESSENTIAL DUTIES and RESPONSIBILITIES:

  • Ingest, interpret, and produce department reporting for customer experience.
  • Act as primary contact for system changes to ensure data governance criteria is met.
  • Responsible for representing the department in audits to ensure the appropriate controls are in place for compliance.
  • Partner with Customer Experience leadership to develop, audit, and report on all department activities and metrics to ensure desired outcomes are achieved.
  • Oversee all customer issues to ensure they are investigated, root cause is identified, and corrective action is implemented for resolution and with the highest level of satisfaction.
  • Assist with documenting and interpreting customer journeys, critical engagement points, and customer sentiment drivers.
  • Manage assigned staff: provide clear goals and expectations; ensure clarity of roles and responsibilities; coach; manage performance; develop; salary administration; enforce systems, policies and procedures; recruit, select and onboard new employees

Qualifications

EDUCATION and EXPERIENCE:

Bachelor’s degree (B.A./B.S.) from four-year college or university and five years related experience/training; or equivalent combination of education and experience.

ADDITIONAL DESIRABLE QUALIFICATIONS:

  • Drive for excellence in service
  • Ability to build professional working relationships
  • Strong communication and interpersonal skills
  • Exceptional attention to detail and accuracy
  • Proven success in process improvement initiatives
  • Experience with a broad range of information systems (ERP, CRM, reporting tools, other)
  • Analytical and problem-solving skills

Additional Information

Red Wing Shoe Company will not be using recruitment agencies or firms to fill this position and we will not accept unsolicited resumes or candidate information. No agency calls please.

Red Wing Shoe Company, Inc. is a drug-free workplace.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Please view Equal Employment Opportunity Posters provided by OFCCP at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Vacancy expired!

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