Sr Customer Experience (CX) Manager

at 
Sheertex
Posted on 
22 Sep
JOB CATEGORY

Who are we?

Sheertex makes the world's strongest sheer tights. We have fundamentally changed the hosiery category! Don't just take our word for it TIME MAGAZINE named us as one of their "Best Inventions"! Tens of thousands of customers have already been wowed by our growing range of products, from our bestselling Classic Sheer Tights to our Reversible Crew Socks to Everywear Masks. We are a company that prides itself on using technology to advance a once stagnant industry. Even our method of selling direct-to-consumer through our online channels was uncommon in the hosiery industry, and is just another way Sheertex does things a little differently.

Are you passionate about people and technology? Do you enjoy working in a collaborative work environment? Then you’ve come to the right place!

Who are you?

We’re looking for a Senior Customer Experience Manager, who will spearhead and manage all automation projects for our Customer Experience team. You will fully handle CX automation and present reports in our CX L10 meetings. You will prepare reports/ideas for what automation is needed for CX based on department rocks.

What you can expect in this role?

You will learn about our CX tech stack and how it functions. You will work cross-functionally with Fulfillment, Technology, Production and Revenue to understand how Sheertex operates. You will build our automation process from the ground up, and will handle reporting, and assist in tracking metrics while working closely with other departments to align with existing procedures and update changes moving forward.

Responsibilities:
- You will be spearheading all automation projects under the CX department.
- Maintaining and optimizing our main CRM
- Maintain integration tools such as Solvvy, Klaus, etc. and sourcing other integrations/new platforms/programs in order to increase department efficiency;
- Be a resource for internal stakeholders and the go-to person for all data related topics within the CX team;
- Build and initiate new automated procedures and apply changes as needed.
- Using multiple data sources, create reporting and performance monitoring tools and dashboards for end users;
- Creation and maintenance of Quality Monitoring programs to drive a better customer experience.

Requirements:
- Customer service experience in a startup environment;
- Working ON-SITE at our Montreal-Factory;
- Experience solving unique problems, thinking outside of the box, and experimenting on new solutions;
- Proven ability to use data (statistics and analytics) for sound decision making across multiple functions;
- Experience working with Kustomer, Klaus, Solvyy, Shopify is a plus;
- You have a proven ability to work on interdisciplinary teams with parallel projects and agendas on tight deadlines

Bonus:
- Experience in D2C eCommerce and or manufacturing environment

Job Description

Who are we?

Sheertex makes the world's strongest sheer tights. We have fundamentally changed the hosiery category! Don't just take our word for it TIME MAGAZINE named us as one of their "Best Inventions"! Tens of thousands of customers have already been wowed by our growing range of products, from our bestselling Classic Sheer Tights to our Reversible Crew Socks to Everywear Masks. We are a company that prides itself on using technology to advance a once stagnant industry. Even our method of selling direct-to-consumer through our online channels was uncommon in the hosiery industry, and is just another way Sheertex does things a little differently.

Are you passionate about people and technology? Do you enjoy working in a collaborative work environment? Then you’ve come to the right place!

Who are you?

We’re looking for a Senior Customer Experience Manager, who will spearhead and manage all automation projects for our Customer Experience team. You will fully handle CX automation and present reports in our CX L10 meetings. You will prepare reports/ideas for what automation is needed for CX based on department rocks.

What you can expect in this role?

You will learn about our CX tech stack and how it functions. You will work cross-functionally with Fulfillment, Technology, Production and Revenue to understand how Sheertex operates. You will build our automation process from the ground up, and will handle reporting, and assist in tracking metrics while working closely with other departments to align with existing procedures and update changes moving forward.

Responsibilities:
- You will be spearheading all automation projects under the CX department.
- Maintaining and optimizing our main CRM
- Maintain integration tools such as Solvvy, Klaus, etc. and sourcing other integrations/new platforms/programs in order to increase department efficiency;
- Be a resource for internal stakeholders and the go-to person for all data related topics within the CX team;
- Build and initiate new automated procedures and apply changes as needed.
- Using multiple data sources, create reporting and performance monitoring tools and dashboards for end users;
- Creation and maintenance of Quality Monitoring programs to drive a better customer experience.

Requirements:
- Customer service experience in a startup environment;
- Working ON-SITE at our Montreal-Factory;
- Experience solving unique problems, thinking outside of the box, and experimenting on new solutions;
- Proven ability to use data (statistics and analytics) for sound decision making across multiple functions;
- Experience working with Kustomer, Klaus, Solvyy, Shopify is a plus;
- You have a proven ability to work on interdisciplinary teams with parallel projects and agendas on tight deadlines

Bonus:
- Experience in D2C eCommerce and or manufacturing environment

Responsibilities

Requirements

Offer

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