Customer Experience Manager

Customer Experience Manager
Role Standards: To give the customer an outstanding customer experience with Fairtex brand

Company Vision:
Ready to make an impact in the world and do what you were born to do?

We know that you have dreams, goals and passions that set your soul on fire. You are on this earth for a reason.

At Fairtex we give the customers a 5 star customer experience by anticipating their needs, going beyond helping to advising, and giving them a compelling reason to come back and shop again.

That’s where you come in as our next Customer Experience Manager

Scorecard (Metrics to measure performance):
> 4.5 Customer Satisfaction Survey
All messages answered within 24hrs
Klaviyo Campaign +73 % Open Rate
Klaviyo Campaign >.65% Click Rate
Klaviyo Campaign >.05% purchase rate
Klaviyo Campaign >$0.06 Revenue per recipient
1 New Postcard strategy a month
>15% Customer Return/reorder Rate

What Success Looks Like:

ONE THING: A successful Customer Experience Manager is the primary point of contact for Customer Service reps to be training and have their questions answered. They are able to improve in our email, sms, and postcard outreach. They are also able to ensure that our Customer Satisfaction Survey’s are above 4.5% through training our reps how to best answer queries that lead to a purchase or repeat purchase online. They are continually looking for ways to improve the customers experience to increase sales, referrals, and social media posts.

Primary Objectives 20% BIG ROCKS – These must be done first and at all costs.
Improve our Customer Satisfaction Survey rating
Improve our Klaviyo Campaign numbers
Improve our Customer Return/Reorder rate

5. Regular Work Activities 80% – These must be done ongoing daily/weekly after the BIG ROCKS are complete.
Answer customer service queries to stay in the know of what our customers need
current VA customer service reps and create a system of onboarding new customer service reps so they can be rockstars when they start
Check our stats and come up with ways to improve our metrics
Improve our responses to go from answering questions to advising on what to purchase inorder to increase sales
Create new Klaviyo, SMS, and postcard campaigns to drive sales and measure the results
Work with other managers that handle reporting of projects to determine the success of a new attempt
Reply to messages to see the process and flow of what our customer service reps deal with
Answer any questions on Gorgias that may need your attention

6. As Needed Activities – These must be done once assigned.

Work with a designer, if not already able to design emails or postcards, on fiverr to create nice images for our campaigns
As we come up with new/different ways to improve the customer experience these items would be your responsibility
Various projects as approved by Manager

7. Mandatory Meetings – These meetings must be attended and meeting minutes taken and distributed.
We will hold meetings to analyze the stats of our campaigns and customer service feedback

8. Key Skills – What behavioral traits, attitudes, and skills are required
Strong intuition on how to handle customer service messages
Strong written and verbal communication skills in English
Proven ability to succeed
Attentive to detail
Growth focused
Service based attitude
High level of personal accountability
Searches out the solution, never leaving a problem behind unsolved

9. People Contacts and Interactions – What are the primary people contacts in this job (who, why, and how often)?
Maitrayee Strategy Manager – to inquire about inventory questions and go over benchmarks to track success measurements. In the beginning she will also be training you.

John Co-Owner

10. Role Requirements
Experience, Training, and Education – What prior work and life experience will help the person in this role succeed? (Education, industry-specific, sales, administrative, management, customer-service)
Strong Customer Service background with management skills while maintaining good relations with employees

When replying to this post put: Chubby Bunny in the subject line for consideration
Familiar with Klaviyo, Gorgias, Fiverr, and Shopify
Familiar with Social media strategies or eager to learn
Curious mindset
Intuitive to what others need
Eager to learn and improve
Great communication skills