Job Title: Director of Customer Service
Reports to: Vice President, Direct to Consumer
Location: Reno, Nevada
The Director of Customer Service is a proven leader who embodies our mission – “Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis.” They will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent and trusted service experience for Patagonia customers. To create competitive advantage, and ultimately drive revenue growth through well-served and engaged customers, this individual will champion the customer experience while balancing the realities of our business needs.
The Customer Experience team, located in the Reno/Lake Tahoe area, is a key component of the larger direct to consumer team working first hand with our customers. They manage thousands of customer interactions daily via Chat, Phone, Email and Social Media, insuring that the Company’s highest standards are upheld. The Director of Customer Experience will also work cross functionally with leaders of the eCommerce, Marketing, and Retail divisions.
Essential Job Functions:
Strategy / Operations
Develop leading edge strategies to expand our reach, impact, and quality of customer engagement.
Gain a first-hand understanding of how customers engage with the brand across all touch points anddraw conclusions to continually evolve, improve, and optimize customer service.
Outline “the service journey” to achieve the customer experience vision, including key benchmarks and measures of success.
Establish metrics for defining our relationship with customers and define targets for the organization.
In collaboration with the leadership team, evaluate the existing customer service technology stack to better understand opportunities and risks. Introducerelevant and value-add customer engagement functionality and leverage appropriate emerging innovations as part of the overall customer experience.
Effectively manage KPIs, payroll, and budget for the department.
Lead the Customer Experience Center and team.
Serve as part of the leadership team and report on key business and operational activities related to how we improve the overall customer experience while delivering on key metrics.
Work with managers in the Customer Experience Center to define the customer experience vision, set and communicate team goals and strategy. Foster a culture of accountability and continuous improvement.
Guide the culture within the Customer Experience Center to ensure customer engagements are true to our beliefs, mission, and values.
Create a nimble organization that responds quickly to our customer’s needs.
Work with the Product Training team to develop learning modules and programs to support a common approach and process across retail, the Customer Experience team, and wholesale.
Must be able to sit for extended periods of time.
Must be able to stand for extended periods of time.
Ability to look at a computer screen for extended periods of time.
Ability to maintain a composed and professional demeanor within a flexible and (at times noisy) work environment.
Must be able to travel extensively both domestically and internationally utilizing various transportation methods.
7+ years of experience leading customer facing teams in a multi-channel environment.
College degree or MBA preferred, or equivalent experience.
Expertise in customer experience with a proven record of developing customer facing strategies which drive customer satisfaction, tenure and revenue.
A strong leader that inspires employee commitment, loyalty and motivation though progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility.
Comfortable with team-based work structure; ability to demonstrate flexibility on the job.
Proven innovator, responds promptly and reasonably when making decisions, effective at solving problems.
Top notch communication skills – verbal, written, and visual – that can be shared with a wide variety of people while remaining clear, concise and diplomatic.
Proven experience delivering measurable improvements to business performance by enhancing the customer experience.
Experience managing budgets, forecasting, and productivity analysis.
Strong computer skills, in depth knowledge of Microsoft Excel.
Capable of streamlining and improving processes, and troubleshooting.
Demonstrates initiative, is conscientious and provides complete follow-through on areas of responsibility.
Strong passion for Patagonia’s core sports and the environment.
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customer, and vendors.