Customer Experience Manager
Current• Manage the sales process with core retailers, from working inquiries to product roadshows highlighting the right products and overseeing customer aftercare to ensure a positive experience. → D2C division - helped increase sales by more than 2.5x over a three-year period. → Wholesale division - helped grow the Brick & Mortar Extended Dating program by more than 8% in a two-year period → Supported and helped grow company sales by 65% over a three-year period.• Manage the customer call center, which comprises of 4 staff members. • Undertake frontline staff training to ensure that employees are informed of core products and that sales goals are met and exceeded through managing sales drives and ensuring customer satisfaction. → Coach the team on handling customer complaints regarding shipping times, product damages, warranty claims, installation, etc. → Share success stories and challenges, turning negative situations into positive ones. → Manage multiple communication touchpoints - retail site web chat, 5 email addresses, 2 texting lines, phone support, etc.• Build and maintain strong working relationships with core retailers, collaborating closely with each to ensure that our product offering remains competitive and performs well on their various sales channels. → Provide digital assets to web dealers to aid in high-performance sales - lifestyle shots, silhouettes, videos, creative copy, etc. → Provide product rebates and incentives to help drive dealer sales.• Provide outstanding client service to each customer interacted with, ensuring that all questions and queries are answered, and instilled confidence in the buyer with every interaction. See attached customer and colleague reviews.• Establish and deliver on KPIs and create reports for senior management to track and analyze department and agent success.
