Revelyst
Director, Customer Experience (Consumer & Dealer Services) - Adventure Sports
Revelyst, Irvine, California, United States, 92713
Job Description
As Director Customer Experience, you will be responsible for leading Customer Support teams for Bell Helmets, C-Preme (Krash and Raskullz), CamelBak, Fox Racing, Giro Sport Design, and QuietKat in North America. Your experience leading high-performance service teams will deliver an unparalleled Customer Experience to our community of athletes, dealers, and enthusiasts.
This position reports to the VP of Sales & Market Development and allows you the flexibility of a hybrid schedule based at our Adventure Sports Headquarters in Irvine, CA.
As the Director of Customer Experience, you will have an opportunity to:
Lead Dealer Service (B2B) functions for all Adventure Sports brands in North America
Lead Customer Service (B2C) functions for all Adventure Sports brands in North America
Collaborate with Distribution & Logistics teams to ensure order processing priority and service level attainment
Facilitate daily internal shipping updates; partner with Accounts Receivable, Finance, and Sales Operations & Planning teams to provide orderbook assessments (i.e. Sales Holds, Credit Blocks, Backorders, Allocation & Fulfillment)
Ensure effective management of Standard Operating Procedures related to: Sales Order Management, EDI Order Processing, Program Administration, and Compliance
Coordinate regular B2B inside and outside sales communications; partner with marketing and e-commerce leadership team to support key promotional periods
Build strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement
Monitor and report key performance indicators across all support platforms and channels to ensure service-level attainment; develop and maintain daily scorecard for Executive visibility across email, phone, chat and SMS as available by channel
Manage overall department budget; create long-range staffing plans in alignment with financial goals and associated volume expectations
Optimize hours of operations and staffing levels to provide highest level of availability possible
Regularly review and assess customer feedback to improve quality of service
Coach leaders regarding contact monitoring and track agent development
Create career paths within the Customer Support organization based on skills attainment to service multiple brands and channels (Consumer vs. Dealer)
Ensure consistency in onboarding, training, skills development, and resolution processes
Partner with leaders in Europe and International Markets to harmonize global processes and share best practices between regions
Other duties and administrative tasks as required
You have:
A minimum of 7-10 years in Customer Service Management
Extensive SAP Order Management Experience
SalesForce Sales and Service Cloud Experience
High proficiency in Excel, Powerpoint, Word and Outlook
Highly motivated and self-directed
Strong interpersonal and communication skills required
Passionate about training and employee development
You might have:
Oracle Experience
ZenDesk CRM
Elastic Suite Experience
Pay Range:
Annual Salary: $125,000.00 - $140,000.00
The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.
We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!
Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled
#J-18808-Ljbffr
As Director Customer Experience, you will be responsible for leading Customer Support teams for Bell Helmets, C-Preme (Krash and Raskullz), CamelBak, Fox Racing, Giro Sport Design, and QuietKat in North America. Your experience leading high-performance service teams will deliver an unparalleled Customer Experience to our community of athletes, dealers, and enthusiasts.
This position reports to the VP of Sales & Market Development and allows you the flexibility of a hybrid schedule based at our Adventure Sports Headquarters in Irvine, CA.
As the Director of Customer Experience, you will have an opportunity to:
Lead Dealer Service (B2B) functions for all Adventure Sports brands in North America
Lead Customer Service (B2C) functions for all Adventure Sports brands in North America
Collaborate with Distribution & Logistics teams to ensure order processing priority and service level attainment
Facilitate daily internal shipping updates; partner with Accounts Receivable, Finance, and Sales Operations & Planning teams to provide orderbook assessments (i.e. Sales Holds, Credit Blocks, Backorders, Allocation & Fulfillment)
Ensure effective management of Standard Operating Procedures related to: Sales Order Management, EDI Order Processing, Program Administration, and Compliance
Coordinate regular B2B inside and outside sales communications; partner with marketing and e-commerce leadership team to support key promotional periods
Build strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement
Monitor and report key performance indicators across all support platforms and channels to ensure service-level attainment; develop and maintain daily scorecard for Executive visibility across email, phone, chat and SMS as available by channel
Manage overall department budget; create long-range staffing plans in alignment with financial goals and associated volume expectations
Optimize hours of operations and staffing levels to provide highest level of availability possible
Regularly review and assess customer feedback to improve quality of service
Coach leaders regarding contact monitoring and track agent development
Create career paths within the Customer Support organization based on skills attainment to service multiple brands and channels (Consumer vs. Dealer)
Ensure consistency in onboarding, training, skills development, and resolution processes
Partner with leaders in Europe and International Markets to harmonize global processes and share best practices between regions
Other duties and administrative tasks as required
You have:
A minimum of 7-10 years in Customer Service Management
Extensive SAP Order Management Experience
SalesForce Sales and Service Cloud Experience
High proficiency in Excel, Powerpoint, Word and Outlook
Highly motivated and self-directed
Strong interpersonal and communication skills required
Passionate about training and employee development
You might have:
Oracle Experience
ZenDesk CRM
Elastic Suite Experience
Pay Range:
Annual Salary: $125,000.00 - $140,000.00
The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.
We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!
Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled
#J-18808-Ljbffr