Sr. Manager of Customer Service + Experience

Title: Sr. Manager of Customer Service & Experience Location: Los Angeles  Reports to: Director of SalesEmployment Type: Full-timeFLSA Status: Exempt OUR MISSIONNickey Kehoe is committed to building a category-defining and enduring company and culture. We believe in creating a sanctuary from chaos by creating spaces that are grounding and beautiful.OUR VALUESWe believe in the necessity and value of a diverse and inclusive work environment, where employees are celebrated for their unique perspectives and our differences are seen as an opportunity to learn and grow.  We aspire to build a team of long-tenured, successful employees who love what they do. They work hard, are passionate about the company and their role, are enthusiastic collaborators with teammates, have high personal standards for excellence and accomplish important work. POSITION SUMMARYIn this role, you will be responsible for developing and implementing company-wide strategies that benefit our customers and ensure that they have positive experiences with our brand. You will maintain and improve our reputation for quality product, seamless customer communications, and legendary customer service and oversee our brand loyalty initiatives. This position serves as the voice of the customer within the organization, translating customer feedback into actionable insights that drive product improvements, policy changes, and process enhancements across all departments.Strategic Partnership: Identify and execute customer service strategies that create consistency across all sales channels, and support company growth initiatives such as Gift Registry Team Management: Lead, mentor, and develop the customer service team/representatives across multiple locations and sales channelsProcess Optimization: Identify opportunities for process improvement, implement automation solutions, and streamline workflows to enhance efficiency and customer experienceOperational Excellence: Establish and monitor key performance indicators (KPIs) such as return reason codes, resolution timeframes, return metrics, and customer loyalty Technology Implementation: Evaluate and implement customer service technologies including CRM systems, helpdesk platforms, and communication toolsCross-functional Collaboration: Partner with product, sales, marketing, and operations teams to address customer needs, improve overall customer experience and qualityCustomer Insights: Analyze customer feedback and service data to identify trends, pain points, and opportunities for business improvementIssue deescalation: Lead response efforts during service disruptions, escalations, or customer situations to minimize customer impactDUTIES INCLUDE:Lead and manage the customer experience/support team to deliver exceptional service at all customer touchpoints - continuity across all channels for all customer types Manage and oversee customer issue resolution processes - establish communications best practices, workflows, and empower the team to make decisions that balance fiscal responsibility with best outcome for customers + client retention Establish and implement SOP to support and continually improve customer facing policies and ensure they are in compliance with State and industry best practices (returns, exchanges, refunds, warranties)Oversee high touch concierge service programs such as gift registry and annual VIP company gifting Develop key performance indicators (KPIs) for customer experience and monitor the team’s performance (email and call volume, lead time)Own Warranty program Be a key partner in establishing and executing client retention program and directives Gather feedback, such as surveys, from customers to learn more about their experience with the company and use to inform improvements and business strategy Collect and analyze data to assess performance (examples: misships, quality issues) and identify opportunities and devise plans/SOP for improvementsIdentify areas for efficiencies and automation (special order confirmation, order tracking information) Partner with cross-functional teams to improve customer journey at every touch point Team Leadership + Development Lead with an innovative mindset, which enables unique solutions to operational deficiencies, budgeting limitations or employee feedback Collaborate closely with other departments and business owners to carry out the organisation's goals and objectivesMeet weekly with your team  to relay the progress of organisational strategies or address concerns about current procedures - be an advocate across the organization for their workMaintain knowledge on the latest developments in the customer experience field - understanding our landscape and what others do well Identify training needs of direct reports and ensure proper training is developed and providedOther projects and tasks as assigned by the Manager. QUALIFICATIONS & KEY ATTRIBUTES:7+ years of experience leading Customer Experience, Client Services, Retail Operations or related customer facing functions Excellent communication, coaching, and relationship-building skillsStrong analytical skills with the ability to craft and interpret performance data and implement actionable strategiesExperience working with custom/one-of-a-kind goods in luxury homespace desiredTech-savvy and comfortable with systems - experience with Shopify, Excel, Asana and CRM tools Ability to manage multiple prioritiesOther projects and tasks as assigned to meet the needs of the businessVALUES & BENEFITS: Medical, Dental, Vision Insurance 401(k) + Company Matching Competitive Paid Time Off Generous Employee DiscountHybrid Work OpportunitiesParental Leave Benefits Monthly Office LunchesCommunity VolunteeringThe base annual salary range for this position is $110,000 - $130,000. Actual compensation within this range will be based on a variety of non-discriminatory factors, including location, job level, prior experience, and skill set.As an Equal Opportunity Employer, it is our highest priority that no employee or applicant is discriminated against on the basis of race, color, gender, national origin, sexual orientation, gender identity or expression, citizenship, veteran status or any other characteristics protected by law. Upon request to hr@nickeykehoe.com and consistent with applicable laws, Nickey Kehoe will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.California Job Applicant Privacy NoticeNickey Kehoe collects and processes personal information of California residents who apply for a job with us. This includes identifiers (name, address), professional or employment information, and sensitive personal information (such as government-issued IDs for background checks) to evaluate your candidacy, for legal compliance, and to improve our recruitment efforts. For more details about your rights, the categories of information we collect, and our privacy practices, please review our Privacy Policy.