CUSTOMER EXPERIENCE MANAGER

​Veronica Beard is an elevated American ready-to-wear brand that strikes the balance between cool and classic. The brand provides a modern perspective on iconic wardrobe pieces and delivers a lifestyle offering that has expanded to include jeans and shoes. Thoughtfully designed with feminine silhouettes and refined tailoring, the collection is intuitively built for real life – empowering her from day to night, work to weekend, and everywhere in between. This role will be responsible for crafting the online customer service experience for our rapidly growing e-commerce business and overseeing a team of Customer Experience Associates. Responsibilities: Oversee the execution of our Customer Experience program, serving as the owner of direct customer communication while leading a team of Associates to deliver superior, personalized Customer Care Address customer inquiries and follow-ups for order, inventory, product, styling and policy inquiries via phone, email and chat Ensure optimal post-purchase experiences including order tracking, return and exchange processes and contribute feedback to optimize these processes through system or process enhancements Partner cross-functionally with Operations and Retail teams to optimize omnichannel order & return processes, ensuring a seamless customer experience across channels Utilize analytics and primary application dashboards to identify trends in user behavior and provide recommendations to improve processes, resolve recurring customer issues, and achieve strategic and operational business goals Communicate site defects to e-commerce team leadership and partner with cross-functional teams to resolve and QA site issues related to Customer Care, Returns, and Account experiences Skills and Experience: Bachelor’s Degree or higher 3+ years of e-commerce customer service experience, preferably in a fashion or luxury environment Entrepreneurial spirit, ability to work quickly, efficiently and strategically with a wide range of internal departments Exceptional collaboration and communication skills; resourceful, detail-oriented, with the ability to multitask and balance competing priorities Proficient in M.S.