Customer Experience Manager, E-Commerce

TITLE: Manager, E-Commerce Customer Experience REPORTS TO: Director, Retail and Omni Experience STATUS: Exempt JOB OVERVIEW: This position is responsible for managing the E-Commerce business on behalf of the International Cosmetics & Perfumes (ICP) brands – currently CreedBoutique.com and soon-to-be Akro.com and Mizensir.com. This person will serve as the Manager, E-Commerce Customer Experience and plays a key role in crafting the online customer service experience for our rapidly growing e-commerce business as well as oversee a team of Customer Experience Associates. This role will also promote and maintain the intrinsic company culture that fosters the firm’s core values of: Transparency, Recognition, Accountability and Communication. Drives online sales and the customer experience through team management, development and incentives Executes seasonal sales plans, with focus on driving increased transactions, delivering an exceptional customer experience, and achieving corporate objectives Manages the day-to-day customer retention activities, such as the follow-up program, sampling program, etc. Coaches and mentors the team using the Customer Experience in every opportunity, providing regular feedback Analyzes business metrics to track selling, identifying key trends and maximizing assortment opportunities to achieve continued growth and profitability Manages the day-to-day operations of the website as well as aiding in the creation of processes that provides consistency to the team 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 Boutique teams to optimize omnichannel order and 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 Helps resolve customer service and site issues by collaborating with Digital Marketing, IT, technology/platform provider, Customer Service Team, Operations and ICP Warehouse partner to ensure positive and efficient purchase experiences Ad hoc operational responsibilities