Position Overview:

Under the direction of the Director of Customer Experience, the Customer Experience (CX) Manager is willing to go out of their way to delight the customer. The position will be creating an internal team and supporting an offshore team to best serve our customer needs. The perfect person will have experience leading and managing a team to hit KPIs. Customer experience is paramount to our future success and this position will be the point person to transforming our brand.

Responsibilities:

Online Sales Customer Support – Finished Goods

· Set up and manages our CRM instance (phone IVR, email, bot automation, chat tools)

· Create a workflow to make sure that each customer contact is handled promptly and by the appropriate team

· Manage relationships with external vendors and internal support teams

· Handle all day-to-day call center issues

· Send off daily, weekly, and monthly reporting to show KPI management and improvement

· Maintain best practices to hit KPI targets around sales goals and orders

· Uses sales tactics to: 

             o Consistently move the customers towards purchase and close sales

             o Encourage customers to purchase additional items and/or add-on items where appropriate

· Present key selling points/features and benefits while focusing on customer needs and expectations

· Actively seek answers to customer questions and issues. Follow up with customer promptly and effectively

· Stay up-to-date on current and past product lines, service issues, known product issues, product updates, promotions, competitive products and business activities to be a knowledgeable resource for customers

· Proactively alert E-Commerce and Marketing teams to negative issues, and respond to sales-related questions and comments where appropriate

Maintain & Manage Customer Database/ Order Management

· Setup and maintain our customer service tools

· Help to identify customer communication flow issues and assist with solutions to create best in class experience

· Super User for our ecommerce platform backend admin tools

· Maintain and create integration for central customer service tools

Management

· Engages in the typical responsibilities of a manager requiring coaching, goal setting, organizing, and administrative tasks

Supervisory

· Responsible for staffing, terminations, disciplinary actions, training, and developing subordinates

· Responsible for completing adequate performance documentation on time

· Responsible for ensuring accuracy of timecards and approving them in a timely manner

Additional Responsibilities 

· Position will be assisting in a building alignment across the Horizon, BowFlex, and Schwinn brands for a consistent customer experience. You get to help optimize and build the tools, create the customer contact workflows, build the team, identify the proper KPIs, and create a best-in-class experience for the customer. 

Required Experience:

· Minimum high school diploma or equivalent required, preferred 4-year degree in business or equivalent experience in managing local and remote teams

· 5-10 years of experience working in a call center, customer service or in the fitness industry required

· 5-10 years of experience in coordinating multiple tasks and information flow within a customer and/or sales environment

· Successful history of managing and achieving KPIs related to customer experience

Preferred Experience:

· 5-10 years of experience in a B2C e-commerce management, or related field 

· Understanding of health and fitness industry

· Experience trouble shooting fitness equipment

· Experience directly related to sales retail operations 

· Experience working with sales, marketing, IT, and customer tech support teams

· Experience working with remote call center teams

· Software experience with SAP, ZenDesk, Five9, CallShaper, Microsoft Dynamics CRM, or other similar tools.

· Ability to organize and lead internal and remote teams

· Strong marketing skills and understanding of consumer journey

· Can create KPIs and employee strategies to grow business

· Has written call scripts and ability to create phone call flow to increase conversion and customer satisfaction

Other Requirements:

· Ability to organize and lead internal and third-party teams

· Attention to detail and excellent writing, editing, and proofreading skills, especially as it relates to communicating with customers

· Strong phone and interpersonal skills with the ability to maintain composure during escalated customer interactions

· Proficient in Microsoft Office, ticketing applications, and phone systems.

· Strong problem-solving skills

· Task-oriented, organized, analytical, diplomatic, and enthusiastic

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs