Senior Manager of Customer Engagement
Pair Eyewear
This job is no longer accepting applications
See open jobs at Pair Eyewear.See open jobs similar to "Senior Manager of Customer Engagement" Everywhere Ventures.At Pair Eyewear, we’re building the largest global eyecare company in the world focused on bringing personalization to the end to end eyecare experience, starting with your glasses. We’ve developed the first personalized eyewear brand where glasses can be an extension of your personality, mood, and interests. With funding from leading venture capitalists in the consumer space, partnerships in the entertainment, sports, and fashion arenas, and a team of passionate individuals, we’re on a mission to completely revolutionize the eyewear industry. We’re excited that we already have the support of Good Morning America, The Today Show, Oprah Magazine, CNN, and Forbes helping us share our story.
Pair is seeking a dynamic and experienced Sr. Manager of Customer Engagement to lead and shape our company's customer relations strategies. As the custodian of our customer-centric approach, the role will play a pivotal role in enhancing customer satisfaction, loyalty, and brand perception. The ideal candidate will possess strong leadership, planning, and analytical skills, along with a genuine passion for delivering exceptional customer experiences.
What You’ll Do:
- Develop and execute company-wide initiatives for customer relations and brand loyalty.
- Establish clear and measurable objectives for enhancing overall customer experience.
- Oversee implementation of quality analysis processes for consistent service delivery.
- Lead creation of comprehensive training programs for customer-facing teams.
- Develop and monitor key performance indicators (KPIs) to track progress.
- Establish effective mechanisms for collecting, analyzing, and acting upon customer feedback.
- Collaborate with Marketing, Sales, and Product teams to impact the customer journey.
- Foster a culture of customer-centricity through employee engagement.
- Stay abreast of industry trends and best practices for continuous innovation in customer experience.
Who You Are:
- Dynamic and experienced customer experience professional.
- Proven track record in leadership roles focused on enhancing customer experiences.
- Strong analytical and problem-solving skills.
- Exceptional communicator with excellent interpersonal abilities.
- Passion for delivering exceptional customer experiences.
- Ability to drive cultural change towards customer-centricity.
Need to Have:
- Bachelor's degree in Business, or related field; preferably in contact center Customer Service and/or Training/Quality.
- Proven track record in leadership roles focused on customer experience enhancement.
- Strong analytical and problem-solving skills with the ability to interpret data and insights into actionable strategies.
- Exceptional communication and interpersonal skills to engage and influence cross-functional teams.
- Experience in developing and implementing quality assessment methodologies and action plans.
- Demonstrated ability to design and execute effective training programs.
- Proficiency in utilizing CRM systems and other relevant tools.
- Passion for customer advocacy and a deep understanding of customer behavior and expectations.
- Excellent organizational skills with the ability to manage multiple projects simultaneously.
- Proven ability to drive cultural change towards customer-centricity within an organization.
Nice to Have:
- Experience with Zendesk, Medallia/Stella, and other CX tools is a plus.
- Experience Looker or Tableau is a plus.
Some Benefits and Perks of Working At Pair:
- Health, vision and dental insurance
- Generous vacation policies
- Competitive salaries with equity opportunities
- Retirement savings plan options
- Free eyewear (plus discounts for family and friends)
At Pair, we carefully consider a wide range of factors when determining compensation. These considerations can cause your compensation to vary. The pay range for this position is expected to be between $125,000 - $145,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.
Pair is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of actual or perceived age, ancestry, citizenship, color, disability, familial status, family responsibilities, gender identity/expression, genetic information, marital status, matriculation, national origin, personal appearance, political affiliation, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, socioeconomic status, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
This job is no longer accepting applications
See open jobs at Pair Eyewear.See open jobs similar to "Senior Manager of Customer Engagement" Everywhere Ventures.