Experienced Director, Customer Service – Visionary Leadership for arenaflex

At arenaflex, we're on a mission to revolutionize the customer experience through innovative solutions and exceptional service. As a visionary leader, we're seeking an experienced Director, Customer Service to join our team and drive our customer service function to new heights. If you're a strategic thinker with a passion for delivering world-class customer experiences, we want to hear from you.

About arenaflex

arenaflex is a leading global company that operates in 12 markets, with our US headquarters located in Los Angeles and San Francisco, and our European headquarters in Berlin. We're a team of innovators, thinkers, and doers who are reimagining the fashion business through technology and cultural relevance. Our collective mindset is defined by three key elements: Drive, One Team, and Innovation. We believe in creating a diverse, inclusive, and equitable environment where everyone can thrive.

Job Summary

As a Director, Customer Service, you'll be responsible for building and leading a high-performing customer service function that delivers exceptional experiences to our customers. You'll develop and implement strategies to improve customer metrics, reduce costs, and increase customer retention. You'll work closely with our Asia technology hub and external vendors to leverage capacity and drive innovation. If you're a results-driven leader with a passion for customer service, we want to hear from you.

Key Responsibilities

* Develop a vision and strategy for the customer service function, leveraging capacity in our Asia tech hub and external vendors

• Collaborate with Asia Tech Hub on technology and digital evolution of the customer service function, including agent management and new technology
• Create and evaluate SOPs on contact flow and write business rules
• Lead and manage an external contact center, including staffing levels
• Develop core KPIs and strategies to achieve KPIs, based on metrics such as retention rates, save a sale, etc.
• Set and manage CS center budgets

Essential Qualifications

* 8+ years of experience in customer service, with a track record of leadership

• Outstanding verbal and written communication skills
• Ability to develop, coordinate, and implement project plans and timelines
• Excellent organization, time management skills, and a high level of attention to detail
• Strong customer (internal and external) dedication and support experience
• Thorough understanding and accountability for P&Ls and budgets
• Excellent communication and influencing skills
• Track record of success in developing customer solutions
• Problem-solving and strategic thinking skills
• Experience with storyboarding and presenting

Preferred Qualifications

* Experience working in a shared service environment

• Successful track record of implementing supply chain improvements
• Bachelor's level degree in Engineering, Supply Chain, or Business
• Prior experience in large retail and/or e-commerce organizations with demonstrated success in customer service operations

Skills and Competencies

* Strong analytical and problem-solving skills

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong leadership and management skills
• Ability to develop and implement strategies to improve customer metrics and reduce costs
• Experience with customer service technology and automation
• Strong understanding of customer service processes and procedures

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our people and providing opportunities for growth and development. As a Director, Customer Service, you'll have the opportunity to:

• Develop and implement strategies to improve customer metrics and reduce costs
• Work closely with our Asia technology hub and external vendors to leverage capacity and drive innovation
• Lead and manage an external contact center, including staffing levels
• Develop core KPIs and strategies to achieve KPIs, based on metrics such as retention rates, save a sale, etc.
• Set and manage CS center budgets

Work Environment and Company Culture

At arenaflex, we're committed to creating a diverse, inclusive, and equitable environment where everyone can thrive. We believe in:

• Fostering a culture of innovation and creativity
• Encouraging open communication and collaboration
• Providing opportunities for growth and development
• Celebrating diversity and inclusion
• Prioritizing work-life balance and employee well-being

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive salary range of $128,100-$150,000, depending on factors such as scope and complexity of the role, candidate's related work experience, subject matter expertise, and work location. We also offer a range of benefits, including:

• Hybrid work schedule
• Discretionary paid time off
• Summer Fridays
• Healthcare plans
• Employee discounts
• 401k
• Annual bonus program
• Equity program
• And more!

How to Apply

If you're a visionary leader with a passion for customer service, we want to hear from you. Please submit your application today, and let's start a conversation about how you can join our team and drive our customer service function to new heights. Apply To This Job Apply for this job