Sr. Director of Customer Experience

Customer Experience Sr. Director

Turn5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area. Best known for our award-winning e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com, and AmericanTrucks.com, we've been engaging muscle car, truck, and off-road enthusiasts with exceptional products, services, and experiences since 2004. With the acquisition of Eckler's in 2022, a pioneer in classic car restoration & modification for over 60 years, Turn5's catalog of brands has expanded to now offer aftermarket automotive products for vehicles as classic as the Model T.

Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it's supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.

Reporting to the Sr. Director, Customer Experience & Operations, the Sr. Director, Customer Experience will oversee the customer service delivery, strategic planning, and execution of all Customer Service operations to provide best-in-class service experience for our customers. They will lead a team of supervisors, service agents, and administrators to achieve and measure desired quality and service levels, continuous improvement, employee development, knowledge management, and expense control. This role is pivotal in shaping the overall customer experience strategy and ensuring that the customer service department operates efficiently and effectively, delivering exceptional service that aligns with the company's objectives.

Year 1 is going to be about :

• Developing and implementing a comprehensive customer experience strategy aligned with the company's goals.
• Overseeing the direction and performance of the customer service department, ensuring consistent and high-quality service delivery.
• Collaborating cross-functionally with departments such as Sales, Marketing, Product Development, and Finance to ensure a unified approach to customer experience.
• Managing and optimizing customer service operations across multiple channels, including phone, chat, email, and text.
• Implementing and maintaining self-service solutions to reduce customer contact rates and improve efficiency.
• Utilizing Zendesk to streamline support processes and enhance customer interactions and managing Zendesk workflows, Zendesk FAQ / macros, and automation, and Zendesk customer data.
• Managing relationships with BPO agencies to ensure quality and cost-effective service delivery.
• Working closely with the Finance department to develop and manage budgets, aiming for cost reduction without compromising service quality.
• Analyzing P&L statements to identify areas for financial improvement within the customer service function.
• Leveraging customer data and feedback to identify trends, root causes of issues, and areas for improvement.
• Partnering with Business Analyst team to build reporting and make data driven decisions.
• Developing and monitor key performance indicators (KPIs) to assess the effectiveness of customer experience initiatives.
• Leading, mentoring, and motivating a diverse customer service team to foster a positive and productive work environment and promote a culture of continuous improvement and customer-centricity within the department.
• Implementing training and development programs to enhance team skills and performance.
• Collaborating with the Human Resources department to ensure customer service team members are fully informed of and adhere to company policies regarding employee conduct, confidentiality, and customer data privacy.
• Developing and executing strategies to proactively maintain a positive employee experience, minimizing turnover and maximizing employee retention within the organization.
• Collaborating with development teams to scope technical documents and implement solutions that enhance customer experience.
• Staying current on emerging technologies and tools that can improve customer service operations.
• Monitoring customer reviews and feedback to identify areas of concern and work cross-functionally to address negative reviews and improve overall customer sentiment.

We can't skip over some of the specific skills and experience we know are a "must" to be successful. So, we need you to have :