OluKai Director of Customer Experience
Posted on: May 16, 2022
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
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
Key Responsibilities include but not limited to: Lead a growing
global/remote and local customer service team (develop, motivate,
Oversee team growth in terms of capabilities and size
Professionalize systems and procedures to ensure continuous
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
Design & improve all aspects of the customer experience
Champion opportunities to consistently improve the Archipelago
Drive customer retention, reduce churn, and increase customer
Map the customer journey and identify opportunities to proactively
intervene on their behalf
Guide team in effective client issues resolution and handle any
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
Lead our global Customer Experience team to develop and share best
practices, promote consistent processes, and develop and report on
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
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 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
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
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
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
Humble, coachable, and high self-awareness with a high sense of
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
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