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15 Feb 2021

Full-Time Customer Experience Manager

The Earthling Co. – Posted by joinusearthlings San Francisco, California, United States

Job Description

ABOUT US

The Earthling Co. was built on the belief that we have the power to create a more sustainable and harmonious world. We believe that the products we all use daily should be safe for you, the planet, and everyone that calls it home.

We are a positive lifestyle brand that focuses on offering affordable, plastic-free alternatives to everyday products. We want to change the way people consume their daily products and encourage people to believe in the power they hold with their purchases. We want to empower and inspire people to make more conscious choices. 

 

SUMMARY OF WHAT WE’RE LOOKING FOR

The Earthling Co. is searching for a mission driven, enthusiastic and dedicated Customer Experience Manager. Our customers are at the center of everything we do, so we’re looking for a passionate CX Manager to help improve the customer journey throughout all customer touchpoints.  We have a big vision and we need a talented, diverse team to make it a reality. 

 

As Customer Experience Manager, you play a critical role in streamlining our customer experience and processes as well as providing intuitive leadership to our reps cultivating a best-in-class customer support team.  The ideal candidate takes pride in everything they do, is compassionate, and data-driven, with experience in an ecommerce environment and proven results in exceptional customer management presenting a positive brand image.

LOCATION

This is a remote position ideally located in CA, CO, NV, PA, or TN.

 

WHAT YOU’LL DO

  • Champion opportunities to consistently Improve The Earthling Co. customer experience
  • Drive customer retention, reduce churn, and increase customer satisfaction
  • Map the customer journey and identify opportunities to improve/streamline the process for both the customer and the efficiency of our team
  • Guide team in effective client issues resolution, best practices, internal updates/changes, and handle any escalations
  • Test, refine, and implement new strategies for driving customer value
  • Continually review and evolve the collection of processes the company uses to track, oversee and organize every interaction between the customer and the company
  • Act as the SME on all CX systems used and continuously update our methodology
  • Tracking customer experience across online and offline channels, devices and touchpoints
  • Collaborate with both Marketing and Operations to make sure our communications with our customers are as accurate and solution-oriented as possible during promotions, new product launches, product questions, etc.
  • Collaborate with Ecommerce to implement customer feedback to create the most intuitive on-site experience 
  • Identify customer needs proactively, communicate them to the team, and develop steps to reduce any gaps in our processes
  • Align customer experience strategies with marketing initiatives 
  • Analyze and report on recurring issues and customer feedback weekly, pitch to management creative ideas on mitigating ongoing issues

 

WHAT YOU’LL NEED

  • Bachelor’s degree in marketing, communications, business management, or equivalent related experience, but not less than 3 years in a similar role for DTC companies
  • Extensive experience in gathering and interpreting data and insights
  • Excellent leadership presence that inspires your team and influences key leaders
  • Superior communication (verbal and written), presentation, project management, and time management skills
  • An entrepreneurial spirit, self starter and solution oriented
  • Solid knowledge of online customer engagement platforms and channels
  • Knowledge of Shopify Plus & Gorgias a plus
  • Experience delivering on monthly goals 
  • Prior demonstrated experience building, leading and managing a diverse team of direct reports
  • Experience in DTC Ecommerce & CPG companies a plus
    • Interest in and knowledge of sustainability and the zero waste movement

 

PERKS

We offer flexible hours, remote working and believe that taking time off is crucial for productive output. Here are some of the things we offer regular full time team members:

  • 7 Observed Holidays
  • 10 Vacation Days
  • 6 Sick Days
  • Employee product discounts
  • Medical, dental, and vision coverage

 

WHAT WE VALUE

  • Favor progress over perfection. Committed to continuous improvement, learning with each step, and transparency through it all.
  • Seek harmony taking into consideration our impact on human, natural and social capital. We strive for healthy balances in everything we do and commit to utilizing resources and information in becoming a more responsible and sustainable company.
  • Empower earthlings through social media channels, our products, or giving back to local and global communities. We have our fellow Earthlings top of mind. We cultivate a space where diversity and thought are celebrated and appreciated; where all Earthlings feel empowered to create change while embracing individuality.
  • Provide solutions for our community and planet’s most pressing issues. We strive to focus on solutions and inspire action towards the sustainable and harmonious future we all envision.

 

LOCATION

This is a remote position ideally located in CA, CO, NV, PA, or TN.

 

The Earthling Co. is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and celebrate different experiences. We’re building our team to change the world and ourselves. If that sounds worthwhile to you, join us.

The Earthling Co. generally does not sponsor individuals for employment-based visas for this position.

How to Apply

TO BE CONSIDERED, APPLY  https://theearthlingco.pinpointhq.com/

Job Categories: LGBT. Job Types: Full-Time. Salaries: Not Disclosed.

Job expires in 21 days.

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