Manager, Customer Excellence - RetailMeNot

Operations Austin, Texas Remote - United States


Description

We are looking for a Customer Excellence Manger to join our Customer Care team at Ziff Davis Media. In this role you will be a key contributor to the planning and execution to ensure a best-in-class customer care experience for all Customer Care touch points. You will collaborate closely with the Customer Care team and internal teams like Product, Sales, and Design to ensure the right experience and messaging is delivered to our customers when they use our products, look for answers to their questions, and contact us for assistance.

Who You Are:

  • You have a Bachelor’s Degree with 3-5 years of experience in Customer Care with a leadership role
  • Experience with Salesforce - Service Cloud preferred
  • You're an enthusiastic problem solver that digs into data and feedback to find issues and take the lead to solve those issues
  • You have strong analytical skills and can interpret data to identify trends
  • You have experience driving a best-in-class Customer Care experience
  • You have a passion for, and experience in turning customer challenges into customer success through continuous improvement
  • You're comfortable working cross-functionally and driving change from idea to completion

What You’ll Do:

  • Drive a best-in class Customer Care experience
  • Be responsible for the voice and personality of RetailMeNot Customer Care
  • Lead continuous improvement by establishing best practices and optimizations for current customer touchpoints
  • Ensure the Customer Care agents are set up with the tools and information to handle customer inquiries
  • Monitor and track customer trends to identify issues and use that to be the voice of the customer and report out to internal partners and leaders
  • Report out to internal partners and leaders through consolidated summaries and presentations
  • Ensure all appropriate departments understand the customer journey and potential areas of challenge to improve customer success and satisfaction
  • Monitor and respond to consumer feedback on external sites as needed.
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