Teams at Broad River Retail

Supervises contact center Customer Experience Consultants, overseeing calls, emails, chats, texts, productivity, quality, and compliance. Provides training, coaching, performance reviews, and escalated customer support while analyzing service metrics and root causes. Develops improvement plans, supports hiring and employee relations, implements customer care initiatives, and provides operational coverage during high-volume periods. Requires a varied schedule, including nights, weekends, and holidays.

Provide Tier 1 and Tier 2 technical support to corporate, retail, and distribution-center users. Troubleshoot hardware, software, network, VOIP, mobile-device, and ERP issues; manage tickets and SLAs; perform upgrades and repairs; maintain internal asset inventories; follow up on outstanding requests; ensure business-hours coverage; and support special IT projects. Travel to store and distribution-center locations is required for inventory and in-person troubleshooting.

Lead enterprise marketing strategy and execution to drive traffic, sales, and brand awareness. Oversee integrated campaigns, media planning, budget management, performance analytics, forecasting, events, and team development while partnering with cross-functional stakeholders and Creative leadership.