Customer Experience Manager

Renfro Brands • Winston-Salem, NC

2d • Onsite

About The Position

Soffe is seeking a skilled Customer Experience Manager to lead our Customer Experience team. This role is responsible for developing the customer experience function across both direct-to-consumer and wholesale channels. Reporting to the Director of Ecommerce, this role will own customer service operations, customer experience strategy, CX technology optimization, AI-driven service enhancements, and reporting & analytics. The Customer Experience Manager will ensure that all Soffe customers have an excellent experience with the brand and drive customer loyalty.

Requirements

• 2-3 years’ experience working with customer service software platforms (Ex. Gorgias, Zendesk, Kustomer, etc.)
• 2-3 years’ experience using e-commerce platforms (Ex. Shopify, Magento, Squarespace, etc.) to support customer service.
• Ability to work with time constraints, independently and with teams.
• Strong written and verbal communication skills
• Strong attention to detail
• Ability to thrive in a fast-paced, results-oriented environment.
• Bachelor’s degree in Business, Marketing, Communications, or related field preferred, or equivalent combination of education and experience.
• 5 - 7 years’ customer service experience.
• 1 – 3 years of people leadership, supervisory, or team lead experience preferred.

Nice To Haves

• Interest in fashion & current trends a plus
• Shopify administration
• Gorgias or Zendesk administration
• Customer journey mapping
• CX automation and workflow design
• AI-powered support tools
• Google Analytics or similar reporting tools
• Excel and dashboard reporting

Responsibilities

• Ensure that all Customer Experience Specialists are consistently providing genuine, friendly, personable, and professional customer service.
• Identify opportunities to improve the customer journey from acquisition through retention, leveraging data to provide recommendations.
• Drive initiatives that improve customer satisfaction, loyalty, repeat purchase behavior, and lifetime value.
• Develop & maintain customer experience reporting, leveraging insights to improve customer experience & inform partner teams.
• Represent the voice of the Soffe customer within internal meetings & among partner teams.
• Build, document, and continuously improve all customer service processes and workflows. Includes creation & maintenance of SOPs for customer support.
• Support the Director of Ecommerce in maintaining an exceptional online shopping experience – including assistance with site audits & executing customer-facing website updates, testing, and quality assurance.
• Lead administration and optimization of Customer Experience software, including workflows, automation, macros, rules, and reporting.
• Develop, implement, and optimize AI-driven customer service capabilities, including chatbots, automated responses, knowledge bases, and self-service tools to improve efficiency, scalability, and customer satisfaction while maintaining a personalized customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree