This role is responsible for ensuring that all Outdoor Cap customer experiences consistently meet or exceed the standard set by Outdoor Cap's culture, mission, and values. As part of the Experience team this role serves as an internal customer advocate and agent for process improvement. From a project management capacity they work to ensure that all employees who engage with our customers are supported with excellent systems, processes, and training to consistently deliver a high-quality customer experience.The Experience Manager is responsible for developing and guiding customer experience projects from ideation through to completion. The experience manager helps ensure that all customer facing experience initiatives are expertly managed and executed with a high degree of organization, professionalism, and regard for the maintaining an excellent reputation with our customers in which it is clear they are valued and appreciated.This role coordinates with department and team leaders to create and maintain opportunities to recognize outstanding customer service and promote a customer service focused culture. As a part of the larger experience team they help execute strategic company-wide events, develop and present onboarding material and ongoing training with a focus on the customer service aspects of each. As a champion for empowering our team members to better serve our customers this individual is passionate about continual improvement and building a world-class customer-service culture.Essential Duties & Responsibilities
- In conjunction with other leaders and support teams manages the development and execution of customer experience systems and initiatives including internal customer service and customer onboarding processes, the customer feedback loop, customer service recognition, and collaborating on the training and development of customer service team members.
- Evaluates the entirety of the customer experience and seeks opportunities to enhance and enrich it wherever possible.
- Leads the planning, preparation and execution of Customer Service Week and other customer-oriented company-wide events throughout the year.
- Supports the recruiting, equipping and development of Customer Service team members.
- Keeps detailed notes and documentation relating to project execution for evaluation and learnings for future customer experience opportunities.
- Collaborates with IT to optimize the customer phone tree system to ensure an excellent experience for all customers contacting the company via phone.
- Manages various employee recognition/appreciation opportunities in support of Customer Service team members.
- Supports other Experience team initiatives in a collaborative manner that aligns with current processes and identified best practices.
- Collaborates with other members of the Experience Department to both build and facilitate employee onboarding and initial training plans.
- Brings customer service insight and perspective into all projects they engage with.
- Facilitates training & development sessions in appropriate areas of expertise.
- Ensures the documentation and upkeep of operational processes in areas of oversight.
- Other duties as assigned.
- Upholds Outdoor Cap's values of acting with integrity; working together as a team; treating each other with respect
Skills & Competencies
- Embodies Outdoor Caps Commitment to Customer Service Demonstrates commitment to our customers and represents Outdoor Cap in a professional manner. Recognizes fellow Outdoor Cap employees as internal customers, providing exceptional service and responds to customer needs with urgency, thoughtfulness and attention to detail. Maintains operational awareness. Effectively presents Outdoor Cap's strengths, capabilities, offerings and value proposition. Establishes vision and strategy with the customer and develops joint business plans that capture key goals and priorities.
- Teamwork and collaboration (Dedicated to team members and engages in collaborative communication across all departments. Effectively sets priorities and manages timelines to deliver projects within established timelines. Shows respect, builds trust and prioritizes the value of individuals.)
- Development Capacity (Develops a clear vision of intended outcomes. Establishes focus and sets goals and priorities. Effectively communicates vision and strategy. Maintains a high degree of organizational awareness to identify areas of greatest need. Analyzes opportunities and offers innovative and practical solutions that reinforce/enrich culture. Formulates action plans and considers organizational and systemic implications. Maintains a high degree of confidentiality and discretion in matters relating to employee development interactions)
- Excellent communicator (visual, written and verbal) and a creative thinker with the ability to use data to inform decisions.
- Proficient in developing people and systems to support employee development.
- Engaging and dynamic
- Highly collaborative, able to establish and maintain relationships and displays strong leadership abilities to influence and work cross-functionally
- Excellent time management, multi-task oriented, organized and keen sense of personal accountability. Is highly motivated with strong work ethics and demonstrated flexibility to meet tight deadlines
Education & Qualifications
- Bachelor's degree from an accredited university or institution OR equivalent education and experience.
- 5+ years of process/people development, and/or event/organizational leadership.
- Advanced knowledge in Microsoft Office 365 applications to include Outlook, Word, Excel, SharePoint, OneDrive, Planner and PowerPoint, preferred.
Physical/Mental Requirements
- Must be able to remain in a stationary position (seated) 80% of the day and occasionally reach, bend and move inside the office to access files and product.
- Required to have close visual acuity to perform computer tasks and operate other office machinery.
- The person in this position frequently communicates with internal and external customers and must be able to exchange accurate information in a clear, professional manner.
- Ability to move 10-20 lbs occasionally throughout day.
- Able to hear a telephone ring.
- Minimal travel (