**Unlock a World of Possibilities in Customer Experience**
Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join careerzynith as a Senior Manager of Customer Experience - Online Retail. In this pivotal role, you will be the driving force behind creating unforgettable experiences for customers who purchase home products from careerzynith's online boutiques.
**About careerzynith**
careerzynith is a leading global hospitality company that has been revolutionizing the way people experience travel and hospitality. With a diverse portfolio of brands, including Marriott Bonvoy Boutiques, we are committed to delivering exceptional customer experiences that exceed expectations. Our mission is to create a world where everyone can belong, grow, and thrive. As a Senior Manager of Customer Experience - Online Retail, you will be part of a dynamic team that is shaping the future of customer experience.
**Job Summary**
We are seeking an experienced professional to liaison with multiple teams, including customer service, digital ops, merchandising, IT, and others to ensure an outstanding experience for customers who purchase home products from careerzynith's online boutiques. The ideal candidate will be responsible for developing and implementing strategies to optimize the retail customer service policies, manage customer escalations, research ecommerce/vendor exceptions and escalate to resolution, discover/organize the necessary data & analyze customer trends and online/offline friction points while fostering a positive partnership with the customer service, careerzynith, and digital teams.
**Key Responsibilities**
* Contribute to improve the online and offline customer experience, create engaged customers, and facilitate organic growth by integrating into the customer lifecycle (both pre and post order)
* Take ownership of customer issues and/or platform issues follow problems through to resolution
* Set a clear mission and deploy strategies focused on achieving that mission
* Co-Author service procedures, policies, and standards while making recommendations for how to implement with existing resources
* Keep accurate records and document customer service actions and discussions
* Analyze statistics and compile accurate reports
* Coordinates with various careerzynith teams including but not limited to customer service, merchandising, procurement, technical, loyalty, and retail channel management
* Create and manage complex project plans to track progress on planned initiatives
* Develops and sustains relationships with stakeholders across the enterprise
**Candidate Profile**
We are looking for a seasoned professional with a proven track record of delivering exceptional customer experiences. The ideal candidate will possess:
* 4-year degree from an accredited university
* 5+ years of relevant professional experience in supporting/working alongside of customer service preferably within a retail environment
* Strong project management skills, including a demonstrated ability to coordinate across multi-functional project teams to drive concrete results and actions
* Customer service orientation
* Awareness of retail/ecommerce industry's latest trends
* Strong communication and analytical skills
* Advanced troubleshooting and multi-tasking skills
* Ability to collect, organize, analyze, and present data into functional requirements
**Preferred Qualifications**
* Experience interfacing with vendors or customers to solve challenges
* Retail experience, with specific preference to home
* Working knowledge of customer service software, ecommerce platforms, databases, and tools
**Work Environment and Culture**
As a Senior Manager of Customer Experience - Online Retail at careerzynith, you will be part of a dynamic team that is shaping the future of customer experience. Our HQ-based team operates within a corporate hybrid model, offering the perfect blend of flexibility and collaboration. We are committed to fostering a positive and inclusive work environment that encourages creativity, innovation, and growth.
**Compensation and Benefits**
careerzynith offers a competitive salary range of $108,300 to $136,300 annually, as well as a comprehensive benefits package that includes:
* Bonus program
* Comprehensive health care benefits
* 401(k) plan with up to 5% company match
* Employee stock purchase plan at 15% discount
* Accrued paid time off (including sick leave where applicable)
* Life insurance
* Group disability insurance
* Travel discounts
* Adoption assistance
* Paid parental leave
* Health savings account (except for positions based out of or performed in Hawaii)
* Flexible spending accounts
* Tuition assistance
* Pre-tax commuter benefits
* Other life and work wellness benefits
**Career Growth Opportunities**
As a Senior Manager of Customer Experience - Online Retail at careerzynith, you will have the opportunity to grow and develop your skills in a dynamic and fast-paced environment. We offer a range of career growth opportunities, including:
* Professional development programs
* Mentorship and coaching
* Leadership development opportunities
* Cross-functional training and development
**How to Apply**
If you are a seasoned professional with a passion for delivering exceptional customer experiences, we invite you to apply for the Senior Manager of Customer Experience - Online Retail role at careerzynith. Please submit your application, including your resume and a cover letter, through our careers website.
**Equal Opportunity Employer**
careerzynith is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
**Join the careerzynith Team**
At careerzynith, we are committed to creating a world where everyone can belong, grow, and thrive. Join our dynamic team and be part of shaping the future of customer experience. Apply now for the Senior Manager of Customer Experience - Online Retail role and take the first step towards an exciting new chapter in your career.