OluKai Director of Customer Experience

Company: OluKai
Location: Irvine
Posted on: May 16, 2022

Job Description:

At Archipelago we believe in building fast growing, high integrity brands with a purpose and deep consumer connection. Our family of brands includes; OluKai footwear, melin headwear, Roark apparel and Kaenon eyewear.
Do you have a passion for building, professionalizing, and scaling amazing customer service teams? Are you looking for a challenge with a real potential to make a difference? Do you love knowing that your work makes an immediate impact on the whole company's success?
Customer Experience Directors believe that every touchpoint within the organization is a chance to make their customers experience remarkable. In turn, customers will not only remain loyal to the organization but refer others to the business. As Customer Experience leader you will be responsible for bringing World Class Customer Experience to Archipelago companies.
You will create value by delivering an even better customer experience as we go and grow. In this role, you'll interface with the entire executive team regularly and be a force for internal change.
Key Responsibilities include but not limited to: Lead a growing global/remote and local customer service team (develop, motivate, build, improve)
Oversee team growth in terms of capabilities and size
Professionalize systems and procedures to ensure continuous improvement
Work with the Leadership team to build and refine our Customer Service operations and team
Serve as the voice of the customer and collaborate with other internal teams to make sure we are delivering the best product to fit their needs
Create internal systems & procedures to manage growth in volume and complexity
Design & improve all aspects of the customer experience
Champion opportunities to consistently improve the Archipelago experience
Drive customer retention, reduce churn, and increase customer satisfaction
Map the customer journey and identify opportunities to proactively intervene on their behalf
Guide team in effective client issues resolution and handle any escalations
Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
Test new strategies for driving customer value
Continually review and evolve the collection of processes we use to track, oversee and organize every interaction between the company and customer.
Lead our global Customer Experience team to develop and share best practices, promote consistent processes, and develop and report on KPI's.
Balance managing daily customer and partner activities with developing and implementing big picture CX program strategies such as online portals, real time and AI chat, centralized information centers that service our customers and provide tools for our CX employees to excel in their service.
Lead team meetings with the global team with professionalism and confidence, providing flexible support through issue identification, process improvement planning and coordination of developed improvement programs.
Develop and compile actionable reports and distribute to key stakeholders / internal participants, managing a series of regularly distributed reports.
Own the technology stack and process flows related to the operations of the CX team, including Re:Amaze, air call, slack
Own customer advocacy goals, including generating customer reviews and testimonials.
Own CX goals and SLAs, including but not limited to CSAT, response times, resolution times, and claims cycle times. Necessary Skills, Experience, and Traits: Has a minimum 7+ years of experience working in Customer Service/Support, Customer Experience.
Degree in related field required
Minimum of 2 years leading a customer support or customer experience team.
Experience working in eCommerce a plus.
Experience working in a high-growth, agile environment
Responds to new information with enthusiasm and curiosity and is comfortable stepping into a fast-paced environment and becoming an expert quickly.
Moves fast with discipline, purpose, and intention to push projects across the finish line quickly without sacrificing integrity.
Promotes collaboration and partnership across functions and teams.
Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way
Experience building and leading teams
Must enjoy working with wide-ranging personalities and be able to adapt personal style to be successful as a team
Must be able to quickly forge and maintain great relationships with a wide variety of people and cultures
Must be able to analyze NPS data and communicate results clearly
Must be comfortable with various software/tools (CRM, project management, NPS, etc) Ideal Candidates Will Possess: Intense collaboration and excellent communication skills.
Ability to work independently as well as part of a team.
Extremely proactive problem solver, detail-oriented, with strong follow-through
Humble, coachable, and high self-awareness with a high sense of urgency
Highly agile and flexible, comfortable in an ever-changing environment, comfortable with ambiguity.
Passion and interest in building incredible customer experiences via technology. Location: Irvine HQ - In office position Communicate with distance-team members team via Slack+ Team Reports to Director of Marketing
Lead 10+ member team, and growing

Keywords: OluKai, Irvine , OluKai Director of Customer Experience, Executive , Irvine, California