Director of Customer Experience

Job Type

Full-time

Description

What sets us apart?

Competitive compensation plan, base salary, and annual incentive
Health Benefits: medical, dental, vision, short term and long- term disability and wellness programs
401-k plan with company match
Comprehensive Paid Time Off and Holidays
Continuing Education Reimbursement
Collaborative and Innovative work environment
Company Overview

Vantage Apparel is the nation's top source for custom logo apparel, serving as the premier choice of renowned global brands. Established in 1977, we have consistently demonstrated B2B innovation in the promotional apparel industry and earned the prestigious designation of one of the "Best Places to Work" in our field. In 2024, our commitment to excellence in apparel decoration was underscored by consecutive securing the 28th PPAI Gold Pyramid award for embroidery, consistently recognized in ASI Counselor® Magazine's Top 40 company, and the PPAI Gold Pyramid for Marketing content. These honors affirm our persistent dedication to setting industry standards.

Role Highlights

The Director of Customer Experience will be responsible for building and evolving a dynamic customer service team dedicated to delivering exceptional service. As a strong, solution-oriented leader, you will continuously enhance the company's customer care strategy by integrating new communication channels and fostering a fun, metrics-driven environment. You will oversee the development and execution of the success management strategy, including key customer success metrics and operational goals. Collaborating closely with the COO, you will be instrumental in establishing a best-in-class service department recognized as an industry leader.

Essential Duties Responsible for driving productivity and quality performance through coaching and mentoring.
Develop automation strategies to enhance response times with customers through current and future-state applications.
Manage all inbound communication channels which include phone, email, text message (MMS) and web chat.
Lead and develop Service Managers, CSRs, offshore support, and the pre-production Art Team.
Identify and develop recurring training opportunities and incorporate learning check results into the performance appraisal process.
Serve as the primary service escalation point of contact during regular business hours, managing customer escalations.
Develop and monitor dashboards and ensure the team is focused on work to be completed.
Perform weekly review meetings with team members under your supervision.
Ensure service SLAs are consistently met, escalating any issues that prevent SLA achievement.
Create and refine quality metrics, isolating 'ideal state' qualitative customer experience and company-wide escalation processes/associated SLAs.
Enhance order processing procedures to increase accuracy, reduce overhead and boost customer ratings.
Manage the relationship with our offshore customer care team; seeking ways to leverage their support to enhance the customer's experience with our company while reducing overhead for new initiatives.
Requirements

Ideal Candidate Profile

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Demonstrate forward-thinking and proactivity as a leader, with strong organizational skills, meticulous attention to details, and respectful coaching demeanor.
Strong leadership skills with the ability to coach, develop, and have difficult conversations with team members to meet and exceed performance metrics.
Collaborate effectively across all levels and with external stakeholders to support overarching goals and objectives.
Efficiently handle and prioritize multiple projects concurrently, demonstrating the ability to solve both simple and complex problems.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Apply strong analytical expertise, utilizing data to devise, implement, and execute comprehensive service plans.
Familiarity with decorated apparel industry, encompassing key concepts and operational dynamics.
Exhibit outstanding written and verbal communication skills, ensuring clear and effective interaction with clients and team members.
EDUCATION AND/OR EXPERIENCE COMPUTER SKILLS Bachelor's degree (B. A.) or a minimum of five (5) years of relevant experience or an equivalent combination of education and experience in the field of customer service management.
Possessing foundational knowledge in data integration theories, with a focus on their practical application within the business context of ASI/PPD.
Basic understanding of data integration theories and decorated apparel industry.

COMPUTER SKILLS

Demonstrated high proficiency with Microsoft Office Suite, including word, Excel, Outlook and PowerPoint.

CERTIFICATES AND/OR LICENSES

May be required to have a valid driver's license and meet Vantage Driver Approval requirements.

At Vantage Apparel we are committed to equal employment opportunities regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.