Skullcandy
  • Park City, UT, USA
  • Full Time

POSITION SUMMARY:

This position leads the charge for customer experience globally for the Skullcandy Brand.  The Manager of Global Customer Experience is responsible for ensuring a great customer service experience for our end consumers, and aligning strategy, budget, and resources to achieve these goals.  When it comes to customer service, Skullcandy wants to do things differently. The Manager will continue to build on our achievements and embed the customer experience into the heart of everything we do, delivering and driving an effective and exceptional multi-channel customer experience with particular emphasis on digital support. The Manager will develop and implement tactical plans to support the strategy, incite engagement and resolution satisfaction within each corresponding channel and work cross-departmentally to create relevant social content.

RESPONSIBILITIES:

Customer Experience Strategy

  • Optimize the customer experience organization including people, products, processes and technologies to deliver business and operational objectives.
  • Maximize our customer service software platforms to realize higher levels of efficiency and agent productivity. Set up, administer, and configure tools such as Zendesk, Unbabel, and SAP ByDesign to address customer service needs.
  • Deliver the human element of a digital strategy, for example, chat, social media, and SMS. Understand when and how each strategy works best.
  • Use external industry knowledge and relationships to ensure Skullcandy remains ahead of market.

Customer Service Operations

  • Define and execute on meaningful KPIs that maximize impact on positive brand image, focusing on things like NPS score.
  • Generate reports/dashboards for engineering and executives to provide insight on product health.
  • Develop, test, and deploy continuous improvements to grow the business in a customer centric and cost effective way.
  • Maintain all online content such as FAQs, knowledgebase pages, tutorials, macros, automated responses and other customer help sections.
  • Conduct ad hoc analysis of social conversation in response to issues, situations and other trends impacting brand image and consumer opinions while providing insight and recommendations on overall communications strategies to management.
  • Manage the reverse logistics program to recuperate losses on defective products and possibly generate extra income through refurbished products. Monitor for and drive down incidents of fraud.
  • Manage forecast for inbound customer service across all channels and create budgeting models.
  • Provide system access for all global agents and update SOP manuals when needed.
  • Update teams of possible increases in volume related to: stock outages, website downtime, new promotions, website/communication errors, and quality issues.
  • Manage 3rd party phone and email support team, focusing on productivity tools and brand voice.
  • Lead Skullcandy training for customer-facing agent consumption through account managers.
  • Serve as the main point of contact internally and externally for Skullcandy and global customer service teams. Professionally handle escalation cases and provide suitable resolutions to keep customers satisfied.

People and Team Management

  • Inspire, lead, manage, coach, and develop a world-class customer experience team comprised of internal Skullcandy personnel and external 3rd party support personnel.
  • Own, develop, manage, and adhere to annual budget.

To love and be successful in this job, you will need to possess the below competencies, skills and education.

Education:

  • BS or BA in Communications and/or Business Administration, Marketing, Journalism, English, or equivalent with a minimum of five years' experience in customer communications, with strong knowledge in social media communications.

Competencies

  • Organization: ability to manage multiple projects with many subtasks with great ease.
  • Communication: effectively communicate with technical and non-technical people at all levels of the company
  • Conflict Management: be very comfortable to step up to conflict quickly and find common ground to settle disputes equitably with minimum noise to the organization.
  • Decision Quality: Make good decisions based on analysis, wisdom and experience.

Skills

  • Significant track record in a multi-channel customer facing environment is essential (including online, telephone, B2B and direct).
  • Must have experience of creating, delivering and embedding digital solutions in a customer contact setting.
  • Fluency in another language such as French, German, or Spanish is a plus.
  • Strong leadership skills and ability to develop and manage a successful team. Customer-focused, with energetic, motivated positive personality.
  • Ability to effectively communicate information and ideas in written and verbal format, manage staff, build and maintain relationships as well as the ability to lead/influence in a multi-functional and highly collaborative environment.
  • Strong project management and organizational skills as well as advanced knowledge skills in Power Point, Excel and Word.
  • Knowledge of Bluetooth and Tile technology and how they are incorporated in to our products.
  • Payment services knowledge strongly preferred.
  • Demonstrable high impact success in a fast-paced and complex sales environment. 
  • An exceptional level of interpersonal skills in order to influence internal and external stakeholders to drive business outcomes. 
  • Ability to interpret data and map customer experience journeys across digital and multi-channel environments.
  • Passion for improving processes and making things work efficiently.
  • Confident in voicing concerns and identifying issues to address as needed across the company.
Skullcandy
  • Apply Now

    with our quick 3 minute Application!

  • * Fields Are Required

    What is your full name?

    How can we contact you?

    I agree to ApplicantPro's Applicant Information Use Policy.*
  • Sign Up For Job Alerts!

  • Share This Page
  • Facebook Twitter LinkedIn Email
.
logo shop discover location support login cart