The Customer Experience Manager’s role is to organize, plan, and monitor Kitco’s customer experience at all touch points to ensure excellence. They will maintain a customer-centric environment and continuously effect changes that will enhance the customer experience. Generating and implementing new ideas to create more engaged customers will be important. And this will all be affected while promoting to customers a consistent and positive brand image.
*Touch points include but are not limited to: All messaging on the online store including product and policy descriptions, system and error messages, wording in emails that are automated, batched, or sent individually, chats, in-person service at the Montreal counter, packaging, call center, call queue prompts and messaging
Overall Job Description:
Oversee our restructuring into a customer-focused establishment
Define and implement standards/procedures for ensuring optimal customer experience
Continuously measure and improve the customer experience
Research, identify, and integrate the best tools like CRM and newest techniques available for improving customer experience.
Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills
Effect continuous micro-enhancements to customer experience at the rate of 5-10 a month
Create or maintain an environment that keeps CSRs motivated and engaged
Generate and implement new and innovative ideas that enhance the customer experience
Co-ordinate and manage customer service projects and initiatives regardless of where they originated
Empower the service team and remove roadblocks
Coordinate directly with our internal resources to effect changes that require IT intervention
Know Kitco’s products inside and out to step in on escalated customer issues that the team is unable to resolve
Continue to iterate ways to improve performance, efficiency, and efficacy based on metrics and customer feedback
Attend seminars, workshops, and conferences to improve on existing job knowledge.
Some examples of tasks that may be required to do the job:
Where effecting change is beyond your control, keep an ongoing list of recommendations for customer service enhancements
Using professional resources for copywriting and graphic design, prepare messages for customers
Analyze variances and initiate corrective actions.
Liaise with the production and creative departments to ensure delivery of high quality products and services
Conduct surveys and form focus groups.
Take ownership of customers issues and follow problems through to resolution
Measure and report on KPIs related to customer experience
Ensure that customers are experiencing a consistent Kitco brand image at every touch point.
Create or maintain effective customer service procedures, policies, and standards.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Stay informed on the latest industry techniques and methods.
Provide insights from customer data to the marketing and sales departments
Develop service procedures, policies, and standards
organize and direct the activities of customer experience representatives to ensure the delivery of high quality service to customers
Overseeing the following, but not necessarily hands-on:
Supervise the activities of customer experience team to ensure their interaction with customers reflect positively on Kitco
Recruiting, mentoring, and developing customer service agents and nurture an environment where they can excel through encouragement and empowerment
Hiring, orienting, and training of our customer experience team
Maintaining lasting relationships with profitable customers.
Reviewing and respond to all customer complaints
Identifying and addressing staff training and coaching needs
Monitoring and controlling the activities of the customer service team to ensure compliance with acceptable standards of customer service
Awareness of the customer service industry’s latest technology trends and applications
A minimum of 5 years’ proven success in a customer service management
Efficiency and organizational skills
Extensive e-commerce background
Ability to recognize quality in writing and in graphic design
Proficiency in Microsoft Office and software in general
Excellent verbal and written communication skills
Excellent leadership and interpersonal skills.
To become a customer experience manager, you require a Bachelor’s or Master’s degree in business administration, management studies, or in a related discipline. Prior experience (up to 5 years) in the field of customer service or marketing is also necessary for this position
*We will keep your resume on file for an undetermined period for future career opportunities.