Location: New York,NY, USA
**Customer Experience Manager**
at Marquee Brands New York, NY **Customer Experience Manager, Martha.com - NYC** Marquee Brands is seeking a passionate customer service leader who can ensure the customer journey is pleasant and efficient across all touch-points, resulting in highercustomer satisfaction, improved cross- and up-sell opportunities and an increase in both brand loyalty and referral rates. This Customer Experience Manager will join its NYC team for the Martha Stewart website, Martha.com. Provide an exceptional experience for our consumers by offering expert product knowledge and an authentic, personalized service * Take responsibility for creating and implementing strategies designed to boost both the customer relationship and the end-users satisfaction
* Liaise with a third-party customer service team comprised of a CS manager and CS representatives
* Ensure quick responses to client inquiries and questions using social media platforms as an avenue for prompt resolution of customer issues
* Collect, analyze, and interpret customer inquiries to identify requirements and information useful in optimizing customer experience
* Liaise with the production and creative departments to ensure delivery of high-quality products and services
* Liaise with marketing, merchandising, and development teams to analyze customer feedback and develop programs effective for improved customer experience
* Engage with our customers through multiple channels, demonstrating an ability to listen actively, communicate effectively, and find positive solutions. Set and drive service guidelines, ensuring communication is friendly, professional and authentic '
* Maintain and deliver weekly / monthly reporting on customer performance issues
* Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations
* Work with 3rd parties to support customer service Warehouse, Finance, Internal Sales team
3+ years Customer Service and 2+ years Customer Service Management experience Effective verbal and written communication skills Strong organizational, interpersonal, and problem-solving skills Proficient / experience with ERP/CRM system Ability to multi-task Organizational skills Marquee Brands Benefits and Perks Healthcare Benefits including dental and vision This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at anytime at the sole discretion of the Employer **U.S. Equal Opportunity Employment Information (Completion is voluntary)**
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