Client Experience Manager

NuFACE•Vista, CA

6d•$85,000 - $110,000•Onsite

About The Position

As the Client Experience Manager your role will be to plan, coordinate, and manage the activities and metrics of the department while continuing and support the team to deliver exceptional client experience, satisfaction and grow long-term client relationships. Uphold our CX Mission Statement: NuFACE is the beauty tech leader, providing personalized, worldwide, best in class client experience, any way our clients want to connect, 365 days per year with 24-hour resolution times. Essential Functions: Responsible for managing the day-to-day functions and operations of outsourced Client Experience Agency Ensure superior client satisfaction by acting as an advocate for clients and ensuring client issues are satisfactorily resolved Proactively identify client needs and potential internal issues impacting client satisfaction Work closely with cross-functional teams to identify customer pain points, resolve product and technological issues, and improve the overall client experience Provide guidance and mentorship to each CX team member Serve as escalation point for the outsourced Client Experience Agency Evaluate and analyze departmental work processes, identifying workflow improvement opportunities Leverage data to identify opportunities that positively impact the client’s overall experience Create and track weekly/monthly KPIs to track ongoing performance and development of the team as well as customer data and trends to report to the Senior Leadership Team Maintain an in-depth knowledge of NuFACE’s brand, culture, products, and policies Maintain an in-depth knowledge of all client experience and operations policies, platforms, and procedures Lead ongoing development of training materials and execution of formal training sessions for internal and external team members Analyze and implement new programs, tools, and resources to better deliver exceptional client experience Partner with DTC, Education, Marketing and QA/RA teams to develop and refine appropriate messaging in accordance with NuFACE and FDA guidelines Assist with compliance / regulatory reviews, controls, and audits as appropriate Lead by example to ensure a client-centric approach, while acquiring new clients or dealing with existing clients, especially guiding the marketing, branding and sales teams to align with the larger CX strategy Encourage problem-solving, strategic thinking and client-orientation amongst the team Advocate for and lead implementing changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience Provide thought leadership, impacting/contributing to client’s way of receiving education & sales support Stay up to date with emerging trends, innovative technologies/platforms, and best practices in customer service Ensure outsourced client experience agency achieve desired service levels and take corrective action, as needed Manage departmental budget end-to-end, service level projections, including building proposals for needs Lead as the resident expert in new technology implementations, and new or updated operational systems (Gorgias, Shopify, Video chat, Live Chat, iMessage, Communications systems) Other responsibilities and projects that may fall out of CX scope as assigned by management

Requirements

Bachelors degree in business administration, marketing, or communication
5-7+ years customer service experience
3+ years management experience
Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
Track record of client-centric decision-making
Excellent communication (verbal and written), interpersonal, and customer service skills
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
Experienced in navigating ambiguity and change with an entrepreneurial mindset
Proficiency with MS Word, PowerPoint and Excel, and Outlook
Must be detail-oriented with excellent analytical and problem-solving skills
Exceptional communication (verbal and written) and interpersonal skills
Strong coaching and leadership skills, and the ability to motivate employees
Ability to translate your skills to other employees through training and mentoring
Flexible embraces change
Ability to manage multiple tasks simultaneously while maintaining high attention to detail
Strong commitment to client satisfaction & retention
Willingness to learn by taking on new responsibilities as deemed necessary by management
Email and Phone customer experience protocols knowledge required
Dependability and time management skills required
Encompasses a client-first mindset required
Ability to utilize constructive feedback as a growth opportunity

Nice To Haves

Skincare knowledge and experience preferred
Experience supporting clients with medical devices preferred
Experience with real time, live chat platform preferred
Experience with virtual ticketing systems such as Gorgias, Zendesk and others is preferred

Responsibilities

Responsible for managing the day-to-day functions and operations of outsourced Client Experience Agency
Ensure superior client satisfaction by acting as an advocate for clients and ensuring client issues are satisfactorily resolved
Proactively identify client needs and potential internal issues impacting client satisfaction
Work closely with cross-functional teams to identify customer pain points, resolve product and technological issues, and improve the overall client experience
Provide guidance and mentorship to each CX team member
Serve as escalation point for the outsourced Client Experience Agency
Evaluate and analyze departmental work processes, identifying workflow improvement opportunities
Leverage data to identify opportunities that positively impact the client’s overall experience
Create and track weekly/monthly KPIs to track ongoing performance and development of the team as well as customer data and trends to report to the Senior Leadership Team
Maintain an in-depth knowledge of NuFACE’s brand, culture, products, and policies
Maintain an in-depth knowledge of all client experience and operations policies, platforms, and procedures
Lead ongoing development of training materials and execution of formal training sessions for internal and external team members
Analyze and implement new programs, tools, and resources to better deliver exceptional client experience
Partner with DTC, Education, Marketing and QA/RA teams to develop and refine appropriate messaging in accordance with NuFACE and FDA guidelines
Assist with compliance / regulatory reviews, controls, and audits as appropriate
Lead by example to ensure a client-centric approach, while acquiring new clients or dealing with existing clients, especially guiding the marketing, branding and sales teams to align with the larger CX strategy
Encourage problem-solving, strategic thinking and client-orientation amongst the team
Advocate for and lead implementing changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
Provide thought leadership, impacting/contributing to client’s way of receiving education & sales support
Stay up to date with emerging trends, innovative technologies/platforms, and best practices in customer service
Ensure outsourced client experience agency achieve desired service levels and take corrective action, as needed
Manage departmental budget end-to-end, service level projections, including building proposals for needs
Lead as the resident expert in new technology implementations, and new or updated operational systems (Gorgias, Shopify, Video chat, Live Chat, iMessage, Communications systems)
Other responsibilities and projects that may fall out of CX scope as assigned by management