Assistant Customer Experience Manager

Yummy Beauty Brands (Yummy Extensions); Dallas (TX); Ibrido; USD 70.000 - 95.000; Tempo pieno

Descrizione del lavoro

Yummy Beauty Brands is seeking an Assistant Customer Experience Manager to lead a high-touch customer experience operation in our Dallas, TX office. This role focuses on analyzing escalations, shaping solutions, and delivering tailored experiences to preserve revenue and loyalty.

The ideal candidate has 5+ years in customer service with 2+ years in management, plus experience in eCommerce and beauty. A hybrid work model is offered with in-office leadership responsibilities.

Competenze

• Bachelor's degree preferred; strong relevant experience considered in lieu of degree.
• 5+ years in a customer service role; 2+ years in a supervisory role.
• 1+ year in eCommerce and 1+ year in hair/beauty industry preferred.

Mansioni

• Deliver a high-touch, boutique-style customer experience that reflects the YUMMY brand and exceeds client expectations
• Support a hybrid work schedule with in-office leadership at our Dallas, TX location
• Ensure availability during peak periods including October–January blackout
• Manage a team of customer service specialists, scheduling, onboarding, performance, and feedback
• Maintain the customer service department and assign calls/tickets to representatives
• Own all customer escalations via phone or email ticket
• Create and maintain Customer Experience Handbooks, KPIs, SLAs
• Ensure monthly KPIs, SLAs, and sales goals are met
• Continuously improve SOPs and implement efficiency improvements
• Develop and implement training for Customer Experience and Retail teams
• Monitor and audit service calls for demeanor, accuracy, and policy conformance
• Communicate updates to ensure reps are informed of new information
• Maintain positive relations and resolve grievances
• Assist in Customer Experience marketing initiatives
• Perform other duties as assigned

Conoscenze

Customer service

Team management

eCommerce

Hair/Beauty industry

KPIs/SLAs

Communication

Upsell/Cross-sell

Analysis

Formazione

Bachelor's degree

Descrizione del lavoro

Yummy Beauty Brands is a leading eCommerce retailer of luxury hair and beauty accessories. Trendsetting products such as our Yummy Hair Extensions and KOSA Professionals Styling Tools have allowed us to continue to disrupt the hair and beauty industry since 2013.

With over 10+ years of experience in the raw hair industry, our quality and texture are superior and incomparable. Recognized by leading press sources such as Allure, Elle, and Essence magazines, Yummy Beauty Brands is considered a forerunner in the hair and beauty industry, receiving praise for its powerful branding, superior customer service, and finest quality hair and heat tools available in today’s market.

Position Summary

The Assistant Customer Experience Manager manages and executes the organization's customer experience operations and initiatives. We seek an individual who is well-versed in retail, customer service, and eCommerce. You will be a rockstar at dissecting customer escalations and approaching them with a solution-oriented mindset. The Assistant Customer Experience Manager will provide tailored experience to all YUMMY customers, which will, in return, increase customer satisfaction rates, build customer loyalty, and help the company retain revenue.

Essential Duties and Responsibilities

• Deliver a high-touch, boutique-style customer experience that reflects the YUMMY brand and exceeds client expectations
• Must be able to support a hybrid work schedule, with regular in-office presence required to lead daily operations and team support at our Dallas, TX location.
• Ensure full availability during peak business periods, including the company blackout period from October through January
• Manage a team of customer service specialists, including scheduling shifts in advance, ensuring execution of daily work duties, hiring and onboarding new team members, managing performance, and providing regular feedback
• Successfully maintain the customer service department, ensuring calls and tickets are assigned to representatives accordingly
• Own any and all customer escalations accordingly whether it be via phone or email ticket
• Create and maintain the Customer Experience Handbooks, KPIs (Key Performance Indicators), SLAs (Service Level Agreements).
• Ensure the department meets the monthly KPIs (Key Performance Indicators), SLAs (Service Level Agreements), and sales goals
• Continuously improving standard operating procedures, implementing processes for efficiency
• Develop and implement training for Customer Experience and Retail teams
• Monitor and audit service calls to observe employee demeanor, technical accuracy, and conformity to company policies
• Answer questions and recommend corrective services to address customer complaints
• Communicating and following up to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions
• Maintaining positive and productive relations among workers and resolving grievances
• Assist in Customer Experience marketing initiatives
• Perform other work-related duties as assigned

Minimum Qualifications (Knowledge, Skills, and Responsibilities)

• Bachelor's degree is preferred but will consider strong relevant experience in lieu of a college degree
• 5+ years' experience in a customer service role handling a high volume of customer contacts such as phone calls and emails, required
• 2+ years' experience in a manager or supervisory role required
• 1+ years of eCommerce industry experience is highly preferred
• 1+ years of experience in the hair and/or beauty industry is highly preferred
• Previous experience in managing customer-focused KPIs
• Ability to manage difficult or emotional customer situations
• Ability to speak clearly and persuasively in positive or negative situations
• Ability to up-sell and cross-sell
• Ability to gather and analyze information
• Ability to read and interpret documents such as procedure manuals, work instructions, and software manuals; ability to write routine reports and correspondence
• Solution-driven and goal-oriented mindset

Yummy Extensions is committed to a diverse and inclusive workplace. Yummy Extensions is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

About The Company

Yummy Beauty Brands is a leading eCommerce retailer of luxury hair and beauty accessories. Trendsetting products such as our Yummy Hair Extensions and KOSA Professionals Styling Tools have allowed us to continue to disrupt the hair and beauty industry since 2013.

With over 10+ years of experience in the raw hair industry, our quality and texture are superior and incomparable. Recognized by leading press sources such as Allure, Elle, and Essence magazines, Yummy Beauty Brands is considered a forerunner in the hair and beauty industry, receiving praise for its powerful branding, superior customer service, and finest quality hair and heat tools available in today’s market.

Position Summary

The Assistant Customer Experience Manager manages and executes the organization's customer experience operations and initiatives. We seek an individual who is well-versed in retail, customer service, and eCommerce. You will be a rockstar at dissecting customer escalations and approaching them with a solution-oriented mindset. The Assistant Customer Experience Manager will provide tailored experience to all YUMMY customers, which will, in return, increase customer satisfaction rates, build customer loyalty, and help the company retain revenue.

Essential Duties and Responsibilities

• Deliver a high-touch, boutique-style customer experience that reflects the YUMMY brand and exceeds client expectations
• Must be able to support a hybrid work schedule, with regular in-office presence required to lead daily operations and team support at our Dallas, TX location.
• Ensure full availability during peak business periods, including the company blackout period from October through January
• Manage a team of customer service specialists, including scheduling shifts in advance, ensuring execution of daily work duties, hiring and onboarding new team members, managing performance, and providing regular feedback
• Successfully maintain the customer service department, ensuring calls and tickets are assigned to representatives accordingly
• Own any and all customer escalations accordingly whether it be via phone or email ticket
• Create and maintain the Customer Experience Handbooks, KPIs (Key Performance Indicators), SLAs (Service Level Agreements).
• Ensure the department meets the monthly KPIs (Key Performance Indicators), SLAs (Service Level Agreements), and sales goals
• Continuously improving standard operating procedures, implementing processes for efficiency
• Develop and implement training for Customer Experience and Retail teams
• Monitor and audit service calls to observe employee demeanor, technical accuracy, and conformity to company policies
• Answer questions and recommend corrective services to address customer complaints
• Communicating and following up to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions
• Maintaining positive and productive relations among workers and resolving grievances
• Assist in Customer Experience marketing initiatives
• Perform other work-related duties as assigned

Minimum Qualifications (Knowledge, Skills, and Responsibilities)

• Bachelor's degree is preferred but will consider strong relevant experience in lieu of a college degree
• 5+ years' experience in a customer service role handling a high volume of customer contacts such as phone calls and emails, required
• 2+ years' experience in a manager or supervisory role required
• 1+ years of eCommerce industry experience is highly preferred
• 1+ years of experience in the hair and/or beauty industry is highly preferred
• Previous experience in managing customer-focused KPIs
• Ability to manage difficult or emotional customer situations
• Ability to speak clearly and persuasively in positive or negative situations
• Ability to up-sell and cross-sell
• Ability to gather and analyze information
• Ability to read and interpret documents such as procedure manuals, work instructions, and software manuals; ability to write routine reports and correspondence
• Solution-driven and goal-oriented mindset

Yummy Extensions is committed to a diverse and inclusive workplace. Yummy Extensions is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.