Customer Experience Manager

The MaryRuth Organics team is seeking a Customer Experience Manager for a full-time hourly paid position to start as soon as possible. This is a fully remote position. We are looking for someone with the ability to work collaboratively in a fast-paced environment. The position will be directly supporting the Customer Care Department as a part of the Customer Experience Team and will report to the VP of Customer Experience. To do this role properly, the candidate should demonstrate previous experience in a management role, have confidence in customer onboarding and retention, and display a track record of effective cross-functional partnerships that meet or exceed shared KPI targets. Additional responsibilities and duties as needed. This job requires a full-time (40 hr/wk) paid, salary-exempt, fully-remote position. This position may be required to work overtime, holidays, and weekends as necessitated by the needs of the business.

Responsibilities
Champion opportunities to consistently improve the MRO experience.
Support the VP of Customer Experience’s leadership and management of the Customer Care Department.
Take part in the interview and hiring process of Customer Care candidates, and oversee orientation and training of new customer care, call center, and Facebook personnel.
Work with the Customer Experience Director on quarterly and annual reviews of employees.
Drive customer retention, reduce churn, and increase customer satisfaction.
Map the customer journey and identify opportunities to proactively intervene on the customer’s behalf.
Guide Customer Care Team in developing effective customer issues resolution and handle escalations, as needed.
Develop listening points in the customer journey, define segmentation of the customer base and varying strategies, and identify opportunities for continuous improvement.
Test new strategies for driving customer value.
Continually review and evolve the collection of processes MRO uses to track, oversee, and organize every interaction between the customer and MRO throughout the lifecycle.
Create and manage schedules for Customer Care, Call Center, Facebook, Technology, Administrative, and Financial Assistance personnel.
Manage direct reports including the Customer Care Team Leaders and Facebook Team Leader.
Ensure all Team Leaders are implementing policies and guiding/ coaching Customer Care personnel.
Hold weekly team meetings with all Team Leaders to collate feedback and discuss action plans.
Hold departmental meetings with all personnel.
Work first with Customer Care Technology and then with the IT department in resolving technical issues related to adaptive technologies.
Work with the Customer Experience Director to create a departmental budget for customer care.
Work alongside the Customer Experience Director to ensure KPIs are met.
Some travel (