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Imagine playing a role in creating products that save people’s lives. At Mustang Survival, you can. The Mustang Survival brand represents leading edge extreme environmental protection for elite users including rescue workers, coast guard, fighter jet pilots, fishermen, sailors, paddlers, and even NASA astronauts. If you want a career that is challenging, energizing, and rewarding, come join us to push the boundaries of survival technology to deliver the ultimate user experience on the water through inspired technical solutions.
We are looking for a Manager, Customer Experience to join our Commercial Sales Department team at Mustang Survival. This position will be responsible for delivering a world-class and highly customer-centric experience to our B2B partners. You will collaborate closely with stakeholders to drive continuous improvement by improving service functions along with operating an agile CX Department. You will become the subject matter expert and influence on customer experience for the business unit and run the daily operations of the Customer Experience dept.
RESPONSIBILITIES
Reporting / Analysis / Planning
Develop and review reporting to provide insights from analytics and data for dashboards and metrics for systems; Zen Desk / Nu Order / Netsuite (ERP)
Develop, monitor, and communicate KPI’s to the team. Monitor the activities of the CX team to ensure adherence to KPI targets and goals
Order and Customer Operations Management for internal and external systems
Ensures systems are in place and are utilized to capture and report on service metrics, including any customer feedback, production, or service issues
Work cross-functionally with Marketing, Sales, Supply Chain and Digital/eCommerce team to deliver key projects and improvement plans
Team and Department Management
Develop and manage the Customer Experience framework for the department in adherence to the overall vision of Mustang Survival
Oversee and take ownership of Customer Experience Teams for Milpro and Rec Partners
Establish department policies and procedures that produce high quality customer service delivery and reflect industry best practice
Evaluate and analyze the departmental work process to spot opportunities to improve workflow and customer experience
Embrace technology and automation as solutions to enhance the capabilities of the CX team and reduce barriers in processes
Recruit, mentor and develop a team of CX reps to offer exceptional service to the B2B customers, and to the Company sales teams
Develop the training plan for all new hires
Manage the CX team to ensure that their interactions with customers adhere to Mustang Survival standards
Performance manage, coach, and provide support and regular feedback to CX team members
Identifies operational strengths and weaknesses and acts to improve customer experience
Challenge all current practices. Develop and execute plans for continuous improvements in efficiency and customer experience
Foster a culture of creating amazing experiences for all stakeholders
Dealer Experience
Develop and define standard operating procedures to ensure optimal customer experience for our B2B Rec partners through orders management
Implementing change that anticipates and addresses customer questions, needs, and complaints
Ensures that the teams work in collaboration with all business functions, consistently delivering great end to end customer solutions across all stages of the service process and all touchpoint with customer
Responsible for formulation of service strategies, continuously improving and optimizing the service system based on business development and customer needs to ensure operational efficiency
Supervise, provide direction and quality control for day-to-day operations to ensure objectives are met for orders. Partnering with our Operations teams to ensure inventory activities and order fulfillment are executed accurately and on time
QUALIFICATIONS
7+ plus years work experience in leading or managing a customer experience or service team
Bachelor’s degree or certification in related field
Proficiency with systems; Netsuite (ERP), Zendesk, SPS, and CRM tools
Experience in the apparel/hard good, manufacturing, retail or distribution industry is an asset
Extensive knowledge of CX and CS operations and performance management
Experience working in a multi-channel customer and consumer environment in a leadership role
Strong verbal and written communication skills with the aptitude to communicate effectively in both individual and group settings regardless of audience
Excellent organizational skills with the ability to shift priorities quickly and seamlessly
Maintain consistent and accurate data across multiple platforms
Ability to handle multiple projects simultaneously and work in a fast-paced environment
Must be proficient in Microsoft Outlook and Microsoft Excel
Must be results driven and take appropriate steps to achieve goals while taking ownership of situations as needed
Proven ability to deliver timely, accurate work product and demonstrate good follow up and follow through
Proven ability to build supportive and constructive relationships within and outside of the organization
