Manager of Consumer Experience
WHAT WE DO MATTERS:
Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life’s milestones. Our couples and business partners depend on us. They're all in. So are we.
ABOUT THE ROLE AND OUR TEAM:
A Manager, Consumer Experience (CX) is responsible for overseeing the day-to-day functions of the Consumer Experience team who are responsible for providing general support to our consumers, customers, couples and guests, by phone, chat, social and/or email. As a Manager of this team, you will work closely with each team member and other Managers to ensure the team is on track in terms of performance management, career development, KPI compliance, assist in training for new product rollouts, and assure the highest level of consumer satisfaction is achieved.
RESPONSIBILITIES:
- Retain, develop and motivate a diverse group of CX Representatives.
- Collaborate to improve Consumer Experience through improvements of to processes and tools.
- Thoroughly understanding and applying our CX processes in a variety of scenarios, which will include having a deep immersion with our users - understanding their needs, concerns and feedback. Then using this information to determine best practices, communication and support tactics.
- Ensure the team meets its goals and objectives (KPIs) through effective hiring, performance management, coaching and career development
- Assure CX Reps, Design Specialists, Support Specialists, etc., are maintaining their productivity goals individually and as a team.
- Actively addressing team questions and concerns.
- Review and respond to complex issues and questions.
- Work one-on-one with CX Reps to observe and coach phone calls, emails and live chat communication to evaluate customer interactions and collaborate on best practices.
- Assist department Leadership in setting goals for the team and weigh in on compensation plans.
- Be an active member of the CX Leadership Team, participating in goal planning, sharing best practices and productivity tips; always showing a positive, mentoring style of leadership.
- Work with the team to identify opportunities for optimization and growth.
- Conduct, attend and contribute to weekly team, management, and other applicable meetings.
- Summarize, collect and analyze contact center trends and data to determine focus area for improvement and positive trends to celebrate.
- Management of ongoing tasks, which may include timecard approvals, adjustments, vacation requests, scheduling, and process improvements.
- All other tasks as needed and/or assigned.
SUCCESSFUL CONSUMER EXPERIENCE MANAGER CANDIDATES HAVE:
- Ability to provide feedback and coach in a constructive and positive manner
- 5+ years of strong customer service with an exceptional track record of performance
- Previous experience in the wedding industry a plus
- Phenomenal interpersonal and communication skills, with the distinct ability to work with all levels of an organization, internally and externally
- Excellent computer skills (Word, Excel, Gmail, Google Docs) and the ability to learn new systems quickly
- Experience with Zendesk a plus
Additional experience in these areas are a plus: - Knowledge of print, publishing or paper
- Familiarity with graphic design programs, such as InDesign, Adobe, Photoshop, Illustrator
- Experience in an active eCommerce CX team that monitors sales goals
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
#LI-NW1
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
WHAT WE LOVE ABOUT YOU:
- You Dream Big. You iterate and experiment to drive innovation.
- You Love Our Users. You keep our global community at the center of everything you do.
- You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
- You Hustle Every Day. You favor urgency and own your outcomes.
- You Win Together. People are at the heart of our success and you play as a team.
WHAT YOU LOVE ABOUT US:
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.
TKWW’s approach to the future of work: At the onset of the coronavirus pandemic, TKWW pivoted all global employees to remote work while prioritizing physical and mental wellbeing. While the majority of our global offices are open and available at this time, all TKWW employees have the ability to work remotely full time through the length of 2022. Upon entering our “new normal”, TKWW will pilot a hybrid work model where employees will have additional flexibility. (Note: employees who were hired into remote positions will continue to work fully remotely.)
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.