At Peter Millar we created a close-knit culture that thrives on the power of our people. Everyone knows that their team has their back and are willing to jump in and help when needed. We take care of our people through great benefits such as health insurance & 401(k), clothing allowances, generous Paid time off and employee discounted access to products.

As the Manager, Web Customer Care (G/FORE) you will be responsible for delivering world class service to our direct to consumer customers. You will be part of a management team that shares your passion for meeting the G/FORE brand promise on all levels.

ESSENTIAL FUNCTIONS:

• Lead, direct and manage contact operations in accordance with the company’s core brand values to ensure delivery of an industry leading customer experience.
• Develop policies, standard operating procedures, processes, and quality control audits to ensure delivery of top tier standards of work.
• Define, monitor, maintain and review KPI’s with Management and deliver continuous improvement week over week.
• Resolve and/or facilitate the seamless handling of customer issues to ensure their optimal satisfaction and identify trends for future customer journey course correction.
• Coach and develop both high and low performing team members to reach their potential and performance manage as needed.
• Train, manage and mentor the team on how to properly communicate with both internal and external customers and coach accordingly.
• Create, manage, and coach on scoreboard metrics for monitoring and improvement of both individual and team performance.
• Lead process for responding to customer care inquiries for all Web communication channels. (I.e. Phone, Email, Chat, Social Media, etc.)
• Develop an understanding of current and future business objectives and their direct impacts to the customer to design and implement more efficient processes and systems.
• Identify, define, and communicate emerging issues and propose solutions to senior management while partnering with internal/external partners to resolve quickly.
• Lead discovery and procurement of appropriate contact center and customer experience systems to meet current and future needs.
• Assure the initiation, monitoring and maintenance of systems and policies to ensure a seamless customer journey from end to end.
• Establish staffing forecasts by channel for peak/off peak periods to match customer contact volume and sales revenue and cascade to match anticipated growth over the next 6-24 months
• Take ownership of assigned projects from end to end including scope, definition, standard operating procedures, documentation, presentation, execution, and follow up.
• Build and maintain effective relationships with cross-functional teams including, but not limited to Accounting, IT, E-Commerce Marketing, Website Operations, and Distribution Center.

COMPETENCIES:

• Ability to adapt to highly entrepreneurial environment and respond to changes quickly.
• Strong problem-solving and critical thinking skills.
• A proven track record of continuous improvement.
• Ability communicating up and down the ladder effectively.

DESIRED EDUCATION AND EXPERIENCE:

• BA or BS, or equivalent, in retail or related field.
• 2-5 years of customer care management experience – preferably with a consumer brand.
• Experience working with senior management.
• Experience with reviewing and implementing CRM systems.
• Experience with Zendesk, Salesforce Commerce Cloud, Narvar, or Adyen is a plus.

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