Director of Customer Experience

Job content

About Kicks CrewLaunched in January 2021, KICKS CREW is a leading global platform for authentic athletic footwear and sportswear. Our mission is to democratize sneaker culture, making it inclusive and accessible to all consumers. We recently raised our Series A (led by Alibaba Entrepreneurs Fund, Gobi Partners, Complex China), and we have scaled our team to help match the explosive growth in demand for our products.About The RoleCustomer Experience is core to everything we do and critical to forging and maintaining lasting relationships with our customers. Reflecting our core values of constant improvement and innovation, you will join a growing team that solves problems with mutual trust, empathy and speed.The Director of Customer Experience is a crucial role serving as the primary contact between customers all over the world and us. The ideal candidate shall have an understanding of e-commerce and technology and work to leverage the excellent customer experience processes to build out and expand the worldwide CX function. If you obsess about customers, listen, engage and act for customer benefit and enjoy working in a face-paced and start-up environment, this role is a good fit for you.The Director of Customer Experience will scale, manage and lead our CX teams to deliver a great customer experience. You’ll work with and coach your team to achieve CX team goals and hit key performance metrics. You will also occasionally lead CX initiatives around things such as process improvement, focus groups, special projects, etc. What you’ll do

• Daily management of team operations including shift arrangement, attendance, performance to ensure smooth daily operations
• Supervising team members work and step in where needed and lead the team to ensure the best customer service level has been provided
• Identify the headcount needs and recruit the suitable candidate for the team
• Responsible for planning, development and implementation of CX strategies (i.e. CRM program), policies and standards for the team
• Identify gaps in knowledge and performance and conduct training and coaching to fill those gaps
• Motivating and monitoring your team to achieve CX results and hit key performance metrics
• Provide regular feedback to management by analyzing customer data, addressing customer issues, identifying potential problems, etc
• Flag any technical issues to our engineering team to ensure all technology and systems are operating smoothly
• Leveraging the latest technical tool and explore best CRM to assist on providing the best CX
• Be flexible to carry out other assignments as they come up

What we are looking for

• Minimum 3-5 years’ experiences in customer service management across multiple geographies
• A thoughtful leader that is obsessive with the customer experience
• Experience in leading customer service for a leading e-commerce business
• Understanding of customer experience and expectations in the US is a plus
• Experience with hubspot / zendesk / infobip is a plus but not required
• A quick learner, a self-starter, able to work independently
• Flexible and collaborative approach, with an ability to thrive in ambiguity and enjoy a fast-paced and dynamic environment
• Strong operational management skills & experience
• Must be able to prioritize work and manage time effectively
• Highly organized with demonstrated attention to detail
• Excellent written and verbal communication skills in English; able to interact with customers and internal stakeholders in a clear and concise manner

What we offer

• You will be one of the key employees of a fast-growing and exciting startup environment
• Young and energetic team with respectful and fun company culture
• Steep learning curve in e-commerce & entrepreneurship
• Snacks and drinks provided (you will never get thirsty or hungry!)
• Opportunity to grow and continue learning!

Our company is growing fast - and our People are the reason for all of our achievements and success. We believe our People and empower them. We believe in teamwork, ownership and responsibility.We encourage you to apply and talk to us, we’re looking for people who are excited about new opportunities as much as we do, not just those who check off all the boxes.Powered by JazzHRVzOnjibte9