Senior Consumer Experience Manager

THE ROLE: SENIOR CONSUMER EXPERIENCE MANAGER

The ideal candidate will have hand-on experience managing Consumer Experience for a B2C brand. They have a track record working cross-functionally with product, quality, and marketing teams to deliver 1) a best-in-class experience for the consumer and 2) processes and infrastructure that enable seamless ways of working internally. With strong people leadership skills, this person can support the department’s growth over time and foster growth for their team members.

KEY RESPONSIBILITIES

• Develop, implement and consistently execute a best-in-class digital experience by providing accurate, on-brand and multi-channel consumer response and web experience
• Lead CX design and execution of CX strategy, making recommendations and implementing staffing org, tools and systems to meet KPIs and scale and evolve the function with our growing business
• Manage the internal team of associates and 3rd party medical line teams (Safety Call) to resolve daily escalated issues in a timely, professional and legally compliant manner.
• Create, manage and share reports that provide actionable insights on CX team KPI’s and provide a clear feedback loop to product, quality teams and marketing teams.
• Identify opportunities within consumer digital experience and facilitate continuous improvements that increase revenue, improve the brand and consumer experience and drive LTV/loyalty
• Partner closely with fulfillment centers on order management (ex. transaction processing, backorder management, lost orders/returns), facilitate mass communication to consumers to manage expectations and compensate when issues arise.
• Lead external, consumer-facing execution of issues management strategy, partnering effectively with cross-functional teams and key stakeholders to navigate dynamic environments

THE CANDIDATE
The ideal candidate will have hand-on experience managing PR, Influencer and Communications for fast-growing brands with a track record of driving material impact for the business. They are deeply immersed in consumer and business trends and able to translate that into meaningful action for the brand. Possessing a mix of creativity and imagination alongside a data-driven mindset, this person is full of ideas and constantly using data to inform priorities and make recommendations. They can connect the dots within PR and Influencer AND across other functions (e.g. ecomm, paid media etc) and collaborate naturally with others.

CAPABILITIES + SKILLS REQUIRED

• 7-10+ years of experience on a customer service team or call center operations, preferably at a CPG company
• A track record of building high performing teams, scaling systems and building processes 
• Passion for putting the consumer first, problem-solving and serving as their voice internally
• Prior working knowledge of call center productivity statistics, service levels, first call resolution, call abandonment, wait time, call wrap up time and scheduling
• Hands-on and enthusiastic leadership style with excellent interpersonal and collaborative skills
• Experience managing processes, training and reporting in a fast-paced customer service environment
• Ability to coordinate with various functional teams to drive improvement in the consumer experience
• Ability to grasp complicated technical product information, concepts and language to best answer consumers’ inquiries and concerns

THE DETAILS

LOCATION: Remote, USA 

HOURS: full time, exempt (salaried)

MANAGER: Senior Director of Marketing

PLEASE NOTE:. Candidates must be authorized to work in the United States without sponsorship. For all OLLY positions, proof of COVID-19 vaccination is required to be eligible for employment. Religious and/or medical accommodations will be considered on a case-by-case basis.