Overview

The Customer Experience Manager role is to provide leadership, vision, and focus to build and deliver a world-class service experience for all of our fans.  Successful candidates will have a passion for and experience with providing differentiated customer experiences, an ability to drive and understand detailed processes that impact customer experience, and a leadership style that inspires team members.

 

Key Responsibilities:

·         Establish and gain support for a Customer Experience vision, create a short- and longer-term plan for achieving the vision, execute the plan to provide exceptional customer experiences, and provide feedback to the organization on a regular basis on progress.

·         Provide leadership to the Customer Experience team and ensure implementation of critical processes, metrics, and technologies to deliver differentiated phone, chat, and web customer service for both direct to consumer and corporate customers.

·         Help drive consistently high shop customer experience by supporting operations leaders, creating effective programs, monitoring customer experience, and implementing improvements.

·         Manage phone and chat customer service staffing levels during higher and lower volume seasons through effective forecasting of labor requirements and deliver required service levels and customer satisfaction.  This will also require cross-functional work with our IT team at 401.

·         Own the talent management lifecycle of the entire team including onboarding/training, assessment, retention, continuous training, motivating, career development, succession planning, and recognition.

·         Understand technologies integral to impacting customer experience and ability to articulate improvements in technology including e-commerce, Phone systems, CRM platform, and UPS solutions, social media, etc.

·         Create and own customer experience scorecard and publish to organization providing business insights from data sourced from technology platforms (e.g., ERP, UPS, Call Center, Social Media, etc.) and customer feedback.

Must be able to:

·         Work with the Sr. VP of Business Development and deliver a best-in-class, branded customer experience that builds loyalty and facilitates sales and profit growth.

·         Continuously improve customer satisfaction and drive customer loyalty.

·         Evaluate talent, coach, develop and manage performance.

·         Apply sound business acumen with strong strategic and analytical skills.

·         Inspire passion within your team.

·         Demonstrate empathy to customer issues.

·         Employ excellent motivational, listening, and problem-solving skills.

·         Work with several technology platforms (Phone/CRM/UPS) and able to learn technology quickly.

·         Collaborate with other teams and maintain a can-do attitude.

·         Utilize and manage call center performance data to drive performance and customer experience improvement.

·         With the support of IT, be responsible for call and chat volume forecasts to appropriately staff team of

About

At Garrett Popcorn Shops®, we’ve maintained our dedication to fresh, delicious popcorn since we first opened at 10 West Madison Street in Chicago. We continue to use only the highest quality ingredients from local producers as we handcraft our gourmet popcorn in old-fashioned copper kettles. We strive to deliver the same popcorn today that customers first talked about in 1949™.

WHAT MAKES GARRETT POPCORN SO SPECIAL?
We hot air pop our signature blend of kernels, which we then mix into our secret family recipes. Every batch is handmade throughout the day, and the result is an irresistible snacking sensation, which has generated lines of historic proportions outside of our retail shops for decades.

Our highest priority is to satisfy our customers’ cravings for great popcorn. When local fans asked for a mixture of sweet and salty, we created the Garrett Mix®: a blend of our famous CaramelCrisp® and CheeseCorn recipes. It remains our most popular flavor and a consistent favorite throughout our entire fan base. Our year-round menu also includes Plain, Buttery, Cashew CaramelCrisp, Almond CaramelCrisp, Pecan CaramelCrisp and Macadamia CaramelCrisp. Keep an eye out for our seasonal flavors from time to time as well. You never know what will pop up!

Qualifications

Job Requirements / Qualifications: • College degree and skills commensurate with knowledge/skill requirements above. • 10+ years of proven experience in a moderate-volume call center and/or deep familiarity with call center standard operating procedures. • Experience with outbound (e.g., phone, email, direct marketing) sales campaigns and techniques and inbound sales processes to drive increased sales. Upselling. • Ability to work effectively with customers and team members from multiple cultures. • Recognized by team members as a great, positive team player and collaborator. • Created a culture of continuous improvement for a customer focused team.