Ecommerce Customer Experience Manager

The Ecommerce Customer Experience Manager is responsible for supporting and directly supervising the eCommerce customer service team lead and

representatives.

Key Responsibilities:

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

Experiences:

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

WHO WE ARE

Established in 2011, Kith is a leading lifestyle brand and progressive retail concept that’s celebrated globally for its ability to tell stories, evoke nostalgia, and connect product to the passion it’s woven with. Now in its eleventh year of business, Kith has in-house apparel lines for men, women and children, an ice cream parlor in every flagship, a full-service restaurant, and a retail footprint in three continents.

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 brand’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. Using Kith as a vehicle, Fieg has applied his signature lens to an impressive list of collaborators, including Coca-Cola, Nike, Versace, BMW, and many others.

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.

*You must be located in NYC and willing to commute into the office 5 days a week to be considered for this role.