Consumer Care Team Lead — Elevate CX & Talent

Caleres Inc.; Clayton (MO); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

30% associate discount

Get paid when you want

Learning database & LinkedIn Learning

Total rewards: 401k, health benefits,

Mental wellness support

Relaxed dress code

Hands-on training

Employee recognition programs

Site near transit

Job summary

Caleres Inc. is seeking a senior leader for Consumer Care in Clayton, MO. You will oversee a team of customer service professionals, driving operational performance, coaching staff, and partnering with cross-functional teams to deliver exceptional experiences.

The role emphasizes talent development, continuous improvement, and strategic leadership to align customer service with brand values and business goals.

Qualifications

• Retail call center experience preferred.
• One year customer service or retail experience.
• High School diploma with some college (college degree preferred).
• Credit and criminal background check required.

Responsibilities

• Lead, inspire, and develop a team of Consumer Care Associates to meet goals.
• Drive first-contact resolution and deliver personalized service across brands.
• Monitor KPIs, service levels, and performance trends to coach for improvement.
• Collaborate with Workforce Management and operations to optimize staffing.

Skills

Coaching & staff development

Staff performance management

Process improvement

Customer service excellence

KPIs & analytics

De-escalation & listening

Communication skills

Time management & prioritization

Microsoft Office proficiency

Leadership in fast-paced environment

Creative problem solving

Decision making

Education

High School diploma with some college (college degree preferred)

Tools

None

Job description

Caleres Inc. is seeking a senior leader for Consumer Care in Clayton, MO. You will oversee a team of customer service professionals, driving operational performance, coaching staff, and partnering with cross-functional teams to deliver exceptional experiences.

The role emphasizes talent development, continuous improvement, and strategic leadership to align customer service with brand values and business goals.