E-Commerce Customer Experience Manager

Kith Retail LLC; United States; On-site; USD 85,000 - 105,000; Full time

Job summary

Kith Retail LLC in Williamsburg, NY is seeking an E-Commerce Customer Experience Manager to supervise and support the Ecommerce customer service team lead and representatives on-site at our HQ. You will define KPIs, drive productivity, manage capacity, and champion new initiatives across channels to improve the customer journey.

We expect 4+ years in online customer service/operations with at least 2+ years in a leadership role, as well as experience with CRM/eCommerce platforms (Shopify).

Qualifications

• 4+ years in online customer service or operations
• 2+ years leading a team
• Experience with customer service platforms (CRM, eCommerce, chat)
• Experience with Shopify or other eCommerce platforms
• Call center experience preferred
• Strong MS Office (Word, Excel, PowerPoint) skills
• Excellent project management abilities

Responsibilities

• Lead offshore eCommerce customer service team leads and representatives
• Define and monitor KPIs, drive continuous improvement
• Manage capacity to meet business needs, especially peak seasons
• Champion new initiatives to drive business and efficiencies
• Analyze customer feedback and share insights with internal/external teams
• Document and maintain customer processes, workflows, and knowledge bases
• Identify trends from recurring issues and report findings
• Prepare daily/weekly/monthly reports to monitor trends and quality
• Assist with order processing, refunds and order completion across channels
• Investigate and resolve customer complaints to ensure satisfaction
• Collaborate with other departments on promotions, site/app changes and fulfilment
• Support leadership to build and optimize teams, structures and processes
• Handle chat/app/social/phone/email channels and related duties
• Process orders for employees, friends & family & partners
• Assist with domestic and international carrier claims and cross-border relationships

Skills

Team leadership

KPI management

Cross-functional collaboration

Customer service

Project management

Attention to detail

Tools

CRM systems

Shopify

Job description

Location: HQ - Williamsburg, Brooklyn

Status: Full-time / 100% on-site

Compensation: $85,000 - $105,000 annually

Position Summary

The E-Commerce Customer Experience Manager in this role is responsible for supporting and directly supervising the Ecommerce customer service team lead and representatives.

Responsibilities

• Lead eCommerce customer service offshore team lead and representatives.
• Define and monitor team performance against agreed Key Performance indicators (KPI’s) and foster a continuous improvement mindset.
• Effectively manage customer service capacity to meet the needs of the business even during peak seasons.
• Actively champion the adoption and implementation of new initiatives that will drive the business as well as promote efficiencies.
• Evaluate customer feedback and communicate insights to internal teams and external teams to optimize the customer experience.
• Document and maintain customer processes, workflows, and knowledge base articles.
• Identify trends and patterns through tracking and analyzing recurring customer issues.
• Manage daily, weekly, and monthly reports to monitor trends and identify quality issues.
• Assist with order processing, refunds, and order completion as needed for all channels.
• Investigate and resolve customer complaints to ensure customer satisfaction: respond appropriately and guide the complaint through established/appropriate channels.
• Collaborate with other departments to resolve issues and stay informed of promotions, site and app changes, fulfilment etc.
• Collaborate with leadership to help build and support the team/structure/process.
• Other duties as assigned.
• Supervisory Responsibilities: Chat / App / Social Channels / Phone / Email.
• Order creation for employee / friends & family / partners.
• Assist with domestic and international carrier claims and cross-border relationships.

Requirements

• Experience Minimum of 4 years of experience in online customer service or operations required.
• 2 + years of customer experience and demonstrated experience leading a team required.
• Experience with Customer Service platforms such as CRM, eCommerce, Chat, app support and other new and emerging tech.
• Experience with eCommerce site management tools such as Shopify or other eCommerce platforms.
• Call center experience, preferred.
• Technical App Support, preferred.
• Skills Intermediate or better proficiency in Microsoft Office: Word, Excel and Power Point.
• Outstanding project management experience.
• Ability to work as part of a cross-functional team.
• Assertive, adaptable and excels in a fast-paced environment with competing priorities.

WHO YOU ARE

Professional Characteristics Keen: Works with high attention to detail, ensuring that all aspects of an assignment, project and/or process are thought through, addressed and delivered for optimal results.

Innovative: Works with forward-thinking, solution-oriented mindset; ensuring projects, processes and procedures are built out for long-term and within Brand's best interest.

Personal Characteristics Team Player: Works well cross-functionally, and amongst their teams; ensuring that all decisions made are shared as a collective effort, with a high level of awareness of impact on others. Tends to be a voice of guidance.

Heart: Works with passion and care; ensuring that strong ethics and empathy are behaviors continuously exuded. Additionally, their behavior is the best reflection of the Brand's vision, mission and goals.

WHO WE ARE

Established in 2011 in New York City, Kith is a lifestyle brand and specialty retailer that offers seasonal collections of men’s, women’s and children’s apparel, accessories and footwear through a distinct lens of personal storytelling.

Kith embodies a multi-faceted lifestyle, with uncompromising detail to fabrication and design.

Led by Founder, CEO and Creative Director Ronnie Fieg, the brand is known globally for evoking nostalgia from a dynamic point of view, and working closely with a carefully selected set of best-in‑class collaborators.

Kith operates 16 standalone boutiques around the world, and 3 shop-in-shops.

Kith Treats, conceived from Fieg’s childhood love for cereal, operates in 10 locations, as well as Sadelle’s at Kith restaurants in Paris, Miami Design District, Toronto and Seoul.

The Kinnect Foundation, a non‑profit established and operated by Kith, is a non‑profit devoted to creating positive change through education, community and social impact.

Kith is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

All career opportunities offered by Kith are fully on site, and if contacted, all email communication will come from a kith.com or kithnyc.com email address. Please note that any correspondence from an alternative email domain, or offering anything other than in‑person work, is fraudulent.

Established in 2011 in New York City, Kith is a lifestyle brand and specialty retailer that embodies a multi‑faceted lifestyle through a distinct lens of personal storytelling, with uncompromising detail to fabrication and design.

Kith offers in‑house apparel, accessories, and footwear collections for men, women, and children, and also has an ice cream parlor in every flagship and full‑service restaurants in select locations.

Born and raised in Queens, New York, Kith Founder Ronnie Fieg rose the ranks from 13‑year‑old stock boy at footwear franchise David Z. to the company’s chief buyer, earning him a profound understanding of the retail landscape and a network of powerful brand relationships.

As the Kith’s CEO and Creative Director, Fieg is known for his ability to create premium products and deliver unparalleled experiences, with a personal philosophy of giving the consumer more than what they pay for.

Under his guidance, the brand has become known globally for evoking nostalgia from a dynamic point of view, and working closely with a carefully selected set of best‑in‑class collaborators, including Coca‑Cola, Nike, BMW, the NFL, Disney, Versace, Giorgio Armani and many others.

In addition to his role at Kith, Fieg also serves as the first‑ever Creative Director of the New York Knicks, and the Chairman of the Board of The Kinnect Foundation, Kith’s in‑house non‑profit, which is devoted to creating positive change through education, community and social impact.