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Away // travel brand & luggage
New York City    Posted: Thursday, December 02, 2021
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Away is a global lifestyle brand with a mission to transform travel through products & content that inspire people to get away more. We are looking for a Director of Customer Experience to lead our team of CX managers & associates. This role will lead the team that works directly with customers on a day-to-day basis & set the example for what world-class customer experience looks like. This leader will work cross-functionally to ensure every best practice & policy serves our customer & ensures that every interaction is one that will leave the customer thinking more highly of Away than ever. Your input will be pivotal to shaping how customers interact with Away on our website, in our stores, & across phone, email, live-chat, & more as we grow Away into the #1 travel brand globally. This role will be remote to start then will require in-office presence to our Soho NYC office 2-4 times per month starting in February 2022. 

As the Director of CX, you will oversee service strategy, operational excellence, & lead the customer experience for pre & post purchase support to our customers across all shopping channels. The Director will evolve, develop, & build a best-in-class team that creates unique experiences that meet the needs of every customer while improving key customer satisfaction metrics. 

What youll do:

  • Lead the strategy & execution of our end to end customer experiences via our customer experience platforms including phone, email, live chat, & social media
  • Work with current customer experience team to define goals & service levels to ensure the best customer experience & then develop structures, rules & policies within customer care to ensure KPIs are met
  • Serve as a strong cross-functional partner within the organization, partnering across Ecommerce, Retail, Marketing, Technology & other cross-functional teams to further improve internal tools & systems to drive delightful customer & community experience
  • Lead the development of the future state of our customer experience team, including potential for support from remote employees, part time employees, and/or agency support to ensure the scalability of the exceptional experience we strive to deliver to all of our customers
  • Find ways to utilize our customer care team & tools not just for reactive support, but for proactive clienteling & relationship building to promote customer happiness & retention

Who you are:

  • You have at least 6 years of relevant work experience in customer experience
  • You make every decision with the customer at the forefront, putting experience first & how we make it happen second
  • You are knowledgeable of the latest best practices & technologies in the CX ecosystem & believe there is always a way we can continuously improve
  • You have a strong track record of people management with in-house & remote and/or agency teams;  you are low-ego, high-energy, & exhibit the qualities of a servant leader, always asking what you can do to make everyone around you more successful
  • You are data driven & goal oriented, you measure success both quantitatively & qualitatively, & understand the importance of both
  • Your communication skills are unrivaled, & you know how to make people listen & understand
  • You are curious & resourceful with a natural ability to solve problems & seek new information
  • You can see the big picture, but are willing to dive into the details to move projects along
  • Team player with a "no task is too small" attitude.
  • Enjoy working in a fast-paced & ever-changing environment.
  • Passionate about transforming travel (but thats a given!)
  • You can show proof of COVID-19 vaccination & adherence to HQ COVID office policies using Bindle, a secure platform that verifies vaccination status without sharing private health information, within 30 days of hire.
Youll love working at Away because:
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