Customer Experience Manager

SUMMARY:

Soffe is seeking a skilled Customer Experience Manager to lead our Customer Experience team. This role is responsible for developing the customer experience function across both direct-to-consumer and wholesale channels. Reporting to the Director of Ecommerce, this role will own customer service operations, customer experience strategy, CX technology optimization, AI-driven service enhancements, and reporting & analytics. The Customer Experience Manager will ensure that all Soffe customers have an excellent experience with the brand and drive customer loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure that all Customer Experience Specialists are consistently providing genuine, friendly, personable, and professional customer service.
• Identify opportunities to improve the customer journey from acquisition through retention, leveraging data to provide recommendations.
• Drive initiatives that improve customer satisfaction, loyalty, repeat purchase behavior, and lifetime value.
• Develop & maintain customer experience reporting, leveraging insights to improve customer experience & inform partner teams.
• Represent the voice of the Soffe customer within internal meetings & among partner teams.
• Build, document, and continuously improve all customer service processes and workflows. Includes creation & maintenance of SOPs for customer support.
• Support the Director of Ecommerce in maintaining an exceptional online shopping experience - including assistance with site audits & executing customer-facing website updates, testing, and quality assurance.
• Lead administration and optimization of Customer Experience software, including workflows, automation, macros, rules, and reporting.
• Develop, implement, and optimize AI-driven customer service capabilities, including chatbots, automated responses, knowledge bases, and self-service tools to improve efficiency, scalability, and customer satisfaction while maintaining a personalized customer experience.