Director Customer Experience

As Director Customer Experience, you will be responsible for leading Customer Support teams for Bell Helmets, C-Preme (Krash and Raskullz), CamelBak, Fox Racing, Giro Sport Design, and QuietKat in North America. Your experience leading high-performance service teams will deliver an unparalleled Customer Experience to our community of athletes, dealers, and enthusiasts.This position reports to the VP of Sales & Market Development and allows you the flexibility of a hybrid schedule based at our Adventure Sports Headquarters in Irvine, CAAs the Director of Customer Experience, you will have an opportunity to: Lead Dealer Service (B2B) functions for all Adventure Sports brands in North AmericaLead Customer Service (B2C) functions for all Adventure Sports brands in North AmericaCollaborate with Distribution & Logistics teams to ensure order processing priority and service level attainmentFacilitate daily internal shipping updates; partner with Accounts Receivable, Finance, and Sales Operations & Planning teams to provide orderbook assessments (i.e. Sales Holds, Credit Blocks, Backorders, Allocation & Fulfillment)Ensure effective management of Standard Operating Procedures related to: Sales Order Management, EDI Order Processing, Program Administration, and ComplianceCoordinate regular B2B inside and outside sales communications; partner with marketing and e-commerce leadership team to support key promotional periodsBuild strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagementMonitor and report key performance indicators across all support platforms and channels to ensure service-level attainment; develop and maintain daily scorecard for Executive visibility across email, phone, chat and SMS as available by channelManage overall department budget; create long-range staffing plans in alignment with financial goals and associated volume expectationsOptimize hours of operations and staffing levels to provide highest level of availability possibleRegularly review and assess customer feedback to improve quality of serviceCoach leaders regarding contact monitoring and track agent developmentCreate career paths within the Customer Support organization based on skills attainment to service multiple brands and channels (Consumer vs. Dealer)Ensure consistency in onboarding, training, skills development, and resolution processesPartner with leaders in Europe and International Markets to harmonize global processes and share best practices between regionsOther duties and administrative tasks as requiredYou have: A minimum of 7-10 years in Customer Service ManagementExtensive SAP Order Management ExperienceSalesForce Sales and Service Cloud ExperienceHigh proficiency in Excel, Powerpoint, Word and OutlookHighly motivated and self-directedStrong interpersonal and communication skills requiredPassionate about training and employee developmentYou might have: Oracle ExperienceZenDesk CRMElastic Suite ExperiencePay Range:Annual Salary: $125,000.00 - $140,000.00The actual annual salary offered to a candidate will be based on variables including experience, geographic location, education, and skills/achievements, and will be mutually agreed upon at the time of offer.We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts and the ability to add value to an exciting mission!Our Postings are not intended for distribution to or use in any jurisdiction, country or territory where such distribution or use would violate local law or would subject us to any regulations in another jurisdiction, country or territory. We reserve the right to limit our Postings in any jurisdiction, country or territory.Equal Opportunity Employer Minorities/Females/Protected Veteran/DisabledJoin UsRevelyst is a collective of makers that design and manufacture performance gear and precision technologies. Our category-defining brands leverage meticulous craftsmanship and cross-collaboration to pursue new innovations that redefine what is humanly possible in the outdoors. Portfolio brands include Foresight Sports, Bushnell Golf, Fox, Bell, Giro, CamelBak, Bushnell, Simms Fishing and more.

Created: 2024-11-10