Consumer Experience Manager

This is an incredibly exciting time to join Samsonite and our House of Brands. We are bringing e-commerce support in-house for the first time. As the Consumer Experience (CX) Manager, you will play a critical role in the development and success of the department. We are looking for a candidate that will partner with our passionate and incredibly talented team to build a “World Class” consumer experience.

• Conduct daily monitoring of incoming consumer contact volume to ensure all metrics, goals and deadlines are being met with various omni-channel options, including phone, chat, SMS, email, social media, and product reviews.
• Serve as the CX industry expert to drive initiatives that will continually improve our brand support.
• Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes.
• Ensure compliance requirements are met for PII, CCPA, cash application, audit controls and data security.
• Utilize analytical skills to find reoccurring consumer issues and drive the change needed to end any negative experience and feedback.
• Responsible for an annual budget of +$1M. Expected to find savings and investment opportunities to maximize the success of the team and consumer experience.
• Manage 10-14 agents with actions including: hiring, training, coaching, ensuring KPIs are met, adjusting workload for incoming volume, encouraging and supporting goals, and creating a positive working environment.
• Handling direct correspondence with consumers for escalated situations. Using a combination of policies and problem-solving skills to deescalate and resolve the contact issue.
• Creatively construct the employee experience and understanding how to properly motivate and develop team members for maximum retention.

Note:  **Nothing in the job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Minimum Requirements

• Bachelor’s degree
• 5+ years of direct leadership of an e-commerce support environment
• Experience in building a new team, updating processes, developing sales goals for agents, and system upgrades.
• Keeps up with the current industry expectations for running an effective consumer experience.
• Must have excellent communication and presentation skills – written and oral. As well as the ability to structure the message and tone to different audience types.
• Excellent interpersonal skills, with the ability to interact effectively with a wide variety of stakeholders to creatively solve problems, guide, and influence people.
• Be a highly motivated self-starter who is results-oriented, resourceful, adaptable, creative and excellent at managing details independently.
• Ability to manage multiple projects and meet multiple deadlines with excellent organizational and project management skills as well as a strong attention to detail.
• Strong computer literacy and software experience

Preferred Skills and Industry experience: 

• Experience managing a remote team
• Knowledge of Gladly, Aptos, HUB2, SAP, or Wilke
• Consumer goods experience within a call center environment
• Microsoft: Excel, PowerPoint, Word, Teams, SharePoint
• Software: Adobe Acrobat, Google Docs, Docuware, Salesforce Dashboard, and SAP BI Reporting.
• Bi-lingual in Spanish or French (not required)

Other Requirements: 

Domestic travel 10%