The Customer Experience Manager establishes a culture which supports our Visions for Service Leadership: To INSPIRE Customers to Share our PASSION for the Brand and Products, and to become PERSONALLY invested in their SUCCESS.
The Customer Experience Manager is responsible for the day-to-day activities of an assigned group of Customer Experience team members. He/she monitors key department metrics to deliver high level of service to customers. He/she is responsible for delivering industry leading customer service that provides timely, responsive service with integrity, simplicity and a passion for excellence while meeting or exceeding the customer’s expectations.
Essential Functions and Key Responsibilities
Provides leadership and mentorship to customer experience team. Monitors, evaluates and coaches staff to ensure service excellence.
Responsible for recruitment, selection and onboarding of new team members.
Provide on-going training and development of team members , with a strong focus on skillset training to ensure best in industry service experience.
Ensure effective customer service is maintained by scheduling resources in an appropriate manner to respond to customer traffic volumes.
Drives teams to achieve key performance targets – customer satisfaction, response times, and revenue.
Contribute to managing service data, collecting and overseeing data about customer satisfaction and managing technology platforms and process automation.
Design and execute a set of refined reporting metrics measuring business performance and benchmarking to identify and drive changes, improvement opportunities and areas of concern related to service, call volume, problem resolution, staffing, functionality, call handling and department operations.
Evaluates and improves upon current processes to achieve greater efficiency and a higher quality of service.
Acts as a cross functional team member collaborating with other departments, Field Sales, Marketing, Operations and Distribution on a continual basis to drive process efficiency improvements to ensure Process Excellence.
Establishes baseline metrics and minimums for service representatives to maintain and creates accountability for measurement, coaching, and promotion.
Embraces a coaching management style to challenge and inspire individuals to become the best that they can.
Creates a selling environment whenever possible in the call center and with all service employees.
Assists with order entry, credits, returns and phone coverage as required.
Work co-cooperatively and support all internal partners (Sales, Supply Chain, Finance) and contribute to achieving monthly and annual sales and operational targets.
Key Performance Indicators include but not limited to – customer retention rates, average call time, order book conversion, customer feedback and internal team satisfaction scores.
Responds to and resolves customer escalated issues, researches and resolves customer problems.
Assist with the creation of department plan and budget. Review and ensure appropriate efforts are made to maintain operating expenditures within budget.
Education, Training, Professional Certification and Work Experience
Post-secondary degree/diploma required in Business, Service, or related discipline.
5+ years customer service experience with proven leadership ability.
3-5 years of lead/supervisory experience in a call center or comparable environment.
Working knowledge of golf products preferred.
Knowledge and Skills Requirements
Demonstrates initiative and is motivated to get the job done.
Strong coaching and mentoring skills, active listener, professional manner
Superior written, communication and interpersonal skills are a must
Ability to use Microsoft Office products - Word, Excel and PowerPoint required.
Proficient with TaylorMade Golf Company’s operating systems preferred (Oracle, B2B, Business Objects, etc.)
Should be positive, patient, and dedicated, ability to handle conflict and stays calm while handling challenging situations.
Team Player that is result oriented and uses and shares resources within team, vigilant of metrics and supports peers.
Organization and Time Management skills, can handle high volume of interactions from a variety of mediums, prioritizes and meets deadlines.
Bilingualism in French and English preferred.
Work Environment / Physical Requirements
Light physical effort required lifting or moving lightweight materials.
Normal office conditions.
Occasional travel required.
Ability to work extended hours as seasonally required.
TaylorMade Golf Company is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, genetic information, marital status, sex, pregnancy, gender, gender identity, gender expression, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law, ordinance, or regulation.