Senior Manager, Customer & Retail Experience

Weezie is looking for an enthusiastic and detail-oriented Senior Manager to lead our Customer and Retail experience teams. In this role you will be responsible for setting and executing on overall customer and retail experience strategy. The ideal candidate is a highly organized and empathetic problem solver who is passionate about delivering an impeccable experience both online and in-person. We are looking for someone who thinks and acts like an owner and has a “no task too small” attitude, someone equally adept at big-picture planning and in-the-weeds execution. While you will collaborate cross-functionally across the organization often, you will report into the Director of Brand.

What you'll do:

• Working closely with our Retail Manager and staff, serve as the liaison between the retail and corporate teams
• Optimize and scale the newly launched Weezie Concierge program
• Own customer experience KPIs, including Net Promoter Score (NPS) and other customer satisfaction metrics
• Own retail P&L and other KPIs, ensuring we are maximizing revenue and minimizing expenses where possible
• Collaborate with the Merchandising and Marketing teams to bring product launches and promotions to life via an unmatched retail experience
• Manage staffing strategies across the Customer Experience and Retail teams
• Own a variety of administrative tasks including maintaining process documentation and training materials, reporting, review moderation, returns processing and more
• Collaborate cross-functionally to manage special projects including an in-store Give Back program and an in-store embroidery experience
• Identify mechanisms to increase foot traffic to the store, including spearheading in-store event strategy for trunk shows, community events, et cetera
• Proactively optimize each customer’s experience, dreaming up new ways to go above and beyond to surprise and delight our customers and nurture our growing community
• Master our customer service systems (i.e. email, live chat, text and phone) to consistently deliver exceptional service, exemplifying Weezie’s core value of putting the customer first

Who you are:

• 7+ years of prior related experience. Background in client/customer service, project management, or communications a plus
• You are analytical, relying on numbers and data to guide your decision making
• You are a critical thinker and a strategic problem solver with the ability to synthesize information and recommend solutions
• A strong people-person, you are experienced in building and managing teams
• Flexible, and great at multitasking - comfortable with a fast-paced environment and some degree of uncertainty
• You are a highly effective and empathetic communicator who understands the customer’s perspective and can adapt your approach accordingly
• You are proactive, hard working and enthusiastic about delivering high quality work product and a fantastic customer experience

What You Can Expect:

• A team that works hard but knows how to #enjoythestay
• Medical, Dental & Vision insurance
• Weezie is an Equal Opportunity Employer that participates in E-Verify. Offers of employment are conditioned upon successfully passing a background screening.
• Generous Weezie discount for yourself, friends & family
• Paid Parental Leave
• Anniversary gifts, including a company sponsored vacation after 3 years of service and a 5-week paid sabbatical after 5 years of service
• Unlimited PTO + office closures for July 4th week and the week between Christmas and New Years
• 401(k) Plan
• Hybrid work environment. You will work remotely on Mondays and Fridays and in person at our Westside Provisions District corporate office Tuesday-Thursday
• Immediate start date
• Generous Weezie product gift upon hire
• Cash bonus and equity program eligibility that begins at the Manager level
• Summer Fridays (1pm close during the summer)

Weezie is an Equal Opportunity Employer that participates in E-Verify. Offers of employment are conditioned upon successfully passing a background screening.

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