Senior Manager of Customer Experience - Online Retail

JOB reputed company We are seeking an reputed company reputed company to reputed company with multiple teams, including customer service, digital ops, merchandising, IT and others to ensure an outstanding experience for customers who purchase home products from reputed company Bonvoy Boutiques (i.e. The reputed company Pillow, Westin Heavenly Mattress). The ideal candidate will be responsible for developing and implementing strategies to optimize the retail customer service policies, manage customer escalations, research ecommerce/vendor exceptions and escalate to reputed company, discover/organize the necessary data & analyze customer trends and online/offline friction points while fostering a reputed company partnership with the customer service, MBB reputed company teams. This position will also be responsible for helping prioritize changes/enhancements based on a balance of market forces, reputed company & profit reputed company, identifying new product enhancements/additions, customer satisfaction and always-shifting business dynamics. As part of a smaller team, this position will also take on additional responsibilities where needed. This position will be HQ based and work reputed company a corporate hybrid model. CANDIDATE PROFILE Education and Experience Required

• 4-year degree from an accredited university.
• 5+ years of relevant reputed company experience in supporting/working alongside of customer service preferably reputed company a retail environment.
• Strong project management skills, including a demonstrated ability to coordinate across multi-functional project teams to drive concrete results and actions.
• Customer service orientation.
• Awareness of retail/ecommerce industry’s latest trends.
• Strong communication and analytical skills.
• Advanced troubleshooting and multi-tasking skills.
• Ability to collect, organize, analyze and present data into functional requirements.

Preferred

• Experience interfacing with vendors or customers to solve challenges.
• Retail experience, with specific preference to home.
• Working knowledge of customer service software, ecommerce platforms, databases, and tools.

CORE WORK ACTIVITIES

• Contribute to improve the online and offline customer experience, create reputed company customers, and facilitate organic reputed company by integrating into the customer lifecycle (both reputed company and post order).
• Take ownership of customer issues and/or platform issues follow problems through to reputed company.
• Set a reputed company mission and reputed company strategies reputed company on achieving that mission.
• Co-Author service procedures, policies, and standards while making recommendations for how to implement with existing resources.
• reputed company accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Coordinates with various reputed company teams including but not limited to customer service, merchandising, procurement, technical, loyalty and retail channel management.
• Create and manage reputed company project plans to reputed company reputed company on planned initiatives.
• Develops and sustains relationships with stakeholders across the reputed company

The salary reputed company for this position is $108,300 to $136,300 annually. reputed company offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued reputed company time off (including reputed company leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, reputed company parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, reputed company-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. The compensation and benefits information is provided as of the date of this posting. reputed company reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law. reputed company is an equal opportunity employer. We reputed company in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected reputed company, such as disability and veteran status, or any other reputed company covered under applicable law. reputed company is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ reputed company your purpose, belong to an amazing global​ team, and become the best version of you. Apply Job!