We are mnml. Joining our team means you are part of a lean crew dedicated to dropping the most sought-after styles without the unnecessary markup of traditional retail.
We serve our customers, breathe life in fashion, and aren’t afraid to go against the grain. You need to be driven, calm in the face of challenges, and capable of delivering nothing but your best every day.
Think you have what it takes? Check out our openings and join the mnml movement.
Our Customer Experience Manager will ensure that our customers are served well and in-line with mnml’s brand goals and values. Today, the CX team manages in-bound customer requests and questions via various communication channels and platforms. The team also shares the voice of the customer to the broader organization and develops enhancements in customer experience. As the Customer Experience Manager, you will lead a team comprised of 15 remote Customer Experience Agents.
Our Customer Experience Manager is responsible for advocating for operational enhancements, driving team performance, ensuring brand voice and service, and achieving operating results (i.e., first call resolution, AHT, representative productivity, NPS, and cost per contact metrics).
This role is responsible both for the efficient management of today’s operations and for developing new ways CX can support the broader mnml business goals. These new strategies may encompass new communication channels, building out customer analytics and automations, and other innovations in customer engagement.
Essential Functions
- Ensuring our remote CX team is fully executing their daily responsibilities, meeting goals and objectives, and providing service in line with mnml brand standards.
- Improving key operating metrics (i.e., tickets handled, tickets solved, first-touch-resolution, quality, CSAT, NPS, adherence, occupancy, and attendance) by using a variety of tools and processes.
- Managing escalated tickets by researching and resolving complex service issues.
- Ensuring team is aware of business process changes, workload changes, updates to the Customer Experience knowledge base, and potential impacts to the customers shopping experience.
- Writing, editing, revising, and collaborating on representative facing communications, job aids, tools, and knowledge base articles.
- Leading and collaborating on special projects (i.e., system optimizations, new process rollouts, new representative experiences, new support channel rollouts) in support of the Customer Experience Department and broader mnml business.
- Development and execution of standard operating processes and procedures.
- Managing and measuring KPIs and providing impactful feedback to the team for the betterment of the customer experience.
- Creating automation to streamline processes and create memorable experiences that drive sales and customer retention.
- Analyze performance to drive improvement in KPIs and close performance gaps; Identify data needs to central teams to drive performance.
- Collaborate with all other functions in the company to drive better customer outcomes.
- Innovate the ways we can better support our customers – whether through new platforms, channels or communication styles
- Represent the voice of the customer and energize our organization to support them.
- Develop the long-term strategies for how CX’s internal operations and tools can improve and how its role and value-add within the company can expand – and then implement them!
Education, Experience, & Skills
- Six (6) to eight (8) years experience in Customer Experience in the retail industry.
- Four (4) to six (6) years leading a CX team at scale (24/7 global operations, multi-channel communications, with 10+ employees).
- Expert knowledge of the innovations in the CX field and the new opportunities for CX to support broader company goals.
- A clear track-record for operating in a high-growth, startup environment demonstrating agility and adaptability.
- A passion for developing your team and building its culture.
- Bachelor’s degree in business or related field; additional relevant work experience can be substituted for an earned degree.
- Excellent verbal, written, and interpersonal communication skills with the ability to communicate clearly to influence decisions across the organization.
- Exceptional attention to detail and quality control.
- Ability to work both independently and as part of a team.
- Flexible thinker with the ability to make sound independent decisions.
- Ability to work with little supervision, check ego at the door, and work well with others at all levels in the organization.
- Familiarity with Shopify, Gorgias, Loop, and shipping carriers preferred.
mnml offers a benefits package that can only be described as best in class within the retail space today!
· Company Sponsored Medical (HMO & PPO Options), Dental, & Vision Plans
· Company Paid Life, Short Term Disability, Long Term Disability, & Employee Assistance Plans
· 401(k) Program (100% Match Up to 5% of Pay)
· Individual & Team Based Leadership Development Programs
· Positive Company Culture that Celebrates both Personal & Company Milestones
· 15 Vacation Days + 10 Sick Days + 10 Holidays
Equal Employment Opportunity Statement
mnml is an equal opportunity employer. We are committed to creating a diverse and welcoming workplace. To facilitate this, we actively promote a culture of inclusivity internally and encourage both those with non-traditional backgrounds and candidates that identity as part of a traditionally marginalized community to apply for opportunities with us and our portfolio of brands. Additionally, we routinely review our hiring practices and recruiting sources to eliminate both potential and actual bias in the hiring process.
If you need assistance or accommodation during the hiring process due to a disability, please contact us at HR@aka-brands.com. Please note that we do not respond to application inquiries or resume submissions via this email address.
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