Customer Experience Manager

November 1

Apply Now

Receive Emails with Similar Jobs

MaryRuth's

WebsiteLinkedInAll Job Openings

Wellness • B2C • Retail

MaryRuth's is a company specializing in vegan and non-GMO supplements designed for all life stages. With a commitment to quality, MaryRuth's ensures their products are crafted with care, and they undergo rigorous third-party testing to meet high standards for safety and efficacy. Their diverse range of products includes liquid multivitamins and probiotics aimed at promoting overall health and specific wellness goals such as immune support and hair growth.

51 - 200 employees

Founded 2014

🧘 Wellness

👥 B2C

🛒 Retail

💰 Private Equity Round on 2021-08

📋 Description

• Champion continuous improvements to enhance the MaryRuth’s customer experience, including by mapping the customer journey and proactively identifying intervention points to elevate the experience, and evaluating and piloting new strategies to maximize customer value and loyalty. • Lead the Community Experience team, which includes social media engagement public review engagement as well as Service Recovery initiatives aimed at strengthening brand reputation and restore customer confidence after negative experiences. • Act as the primary representative for talent acquisition efforts for Customer Experience roles, including the interviewing, hiring, onboarding, and training of new team members. • Conduct performance management, including quarterly and annual reviews for direct reports. • Drive key outcomes such as customer retention, reduced churn, and improved satisfaction. • Guide the Customer Experience Team in resolving complex issues and effectively handling escalation. • Develop and refine customer listening strategies, segmentation approaches, and improvement initiatives. • Oversee process governance, ensuring MaryRuth’s systems for tracking and managing customer interactions remain efficient and evolving. • Ensure policy adherence and leadership alignment, supporting Team Leaders in coaching and guiding their teams. • Facilitate weekly leadership meetings to review feedback, align priorities, and implement action plans. • Collaborate cross-functionally with Customer Experience Technology and IT teams to resolve technical issues. • Monitor and achieve individual and departmental KPIs, ensuring performance standards are consistently met. • Perform additional duties as assigned and support organizational initiatives. • Be available to work holidays and weekends as required by business needs. • Travel occasionally (<5%), with advance notice provided.

🎯 Requirements

• 5+ years of progressive management experience in a customer service or contact center environment. • Proven expertise in leading teams, demonstrated through strong metrics such as ticket volume handled and high customer satisfaction scores; track record of improving team efficiency through coaching, process optimization, and workflow enhancements. • Deep understanding of customer support best practices, including multi-channel support (chat, in-app messaging, social media, live calls, and online communities); experience in customer needs analysis, consulting, and delivering strategic solutions. • Social media experience preferred, with a strong ability to engage customers and manage public-facing interactions. • Analytical problem solver, comfortable using data insights to identify and resolve issues proactively. • Strong cross-functional collaboration skills, consistently meeting or exceeding shared KPI targets. • Tech-savvy and adaptable, with ability to learn new software platforms quickly. • Excellent team player and highly organized self-starter with a positive attitude and ability to manage multiple projects simultaneously. • Fluency in spoken and written English.

🏖️ Benefits

• Competitive compensation, commensurate with experience. • Sick time. • Paid time off. • Paid holidays. • Medical insurance.