Customer Experience Manager – Luxury Goods Marketplace

Location: Remote (Philippines)

Company Overview: Lozuri is a premier luxury goods marketplace dedicated to providing our customers with a seamless and exceptional shopping experience. We pride ourselves on our commitment to quality, customer satisfaction, and continuous improvement. We are looking for a dynamic and experienced Customer Experience Manager to oversee our CX team based in the Philippines.

Job Summary: As the Customer Experience Manager, you will be responsible for leading and managing our CX support team, which includes a CX Supervisor, a CX Support Specialist, and a Product/Pricing Specialist. Your role will involve tracking and maintaining SOPs in Scribe, utilizing the Gorgias ticketing system and Shopify, overseeing performance and CSAT scores, building a comprehensive knowledge base, and ensuring continuous development and learning within the team. You will also be responsible for fostering effective communication and collaboration with other stakeholders.

Key Responsibilities:
Team Management: Lead, mentor, and develop the CX support team, ensuring they have the resources and guidance needed to excel in their roles.
Performance Monitoring: Track and analyze performance metrics and CSAT scores to ensure the team meets and exceeds targets.
SOP Management: Maintain and update Standard Operating Procedures (SOPs) in Scribe, ensuring consistency and compliance across the team.
Ticketing System & Shopify Management: Oversee the use of the Gorgias ticketing system and Shopify platform, ensuring efficient and effective resolution of customer inquiries and issues.
Knowledge Base Development: Build and maintain a comprehensive knowledge base to support the team and improve customer service delivery.
Feedback & Communication: Provide ongoing feedback, coaching, and communication to team members, promoting continuous learning and development.
Customer Interaction Guidelines: Develop and enforce do’s and don’ts for customer interactions to ensure a high standard of service.
Process Improvement: Identify and implement processes to enhance communication, policies, and overall team performance.
Stakeholder Collaboration: Work closely with other departments and stakeholders to ensure alignment and support for CX initiatives.

Qualifications:
Bachelor’s degree in Business, Management, or a related field.
Proven experience in a managerial role within customer experience or customer support, preferably in the luxury goods or e-commerce industry.
Strong knowledge of the Gorgias ticketing system and Shopify platform.
Excellent leadership and team management skills.
Exceptional communication and interpersonal skills.
Ability to analyze performance metrics and implement strategies for improvement.
Experience in developing and maintaining SOPs and knowledge bases.
Strong problem-solving skills and the ability to think strategically.
Proficiency in English, both written and verbal.