YOUTH TO THE PEOPLE: Customer Experience Manager
Youth to the People Los Angeles, CA
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Summary

Youth To The People (YTTP) is looking to grow our multifaceted team. The ideal candidate is hungry for opportunity and growth, savvy about beauty and wellness, spirited and sharp. As Customer Experience Manager at YTTP, you’ll lead the development of service standards, team, and processes to create unparalleled experiences for anyone who interacts with the brand. You’ll oversee our customers closest connection, from phone calls to social, and have the opportunity to build the brand directly with our customers and provide them with exceptional experiences.  

 

Responsibilities

  • Creating a seamless brand experience; ensuring a positive and long-term relationship with our consumers. Developing service processes, policies, and standards for customer and experience.

  • Collaborate and work closely with Product Dev, Marketing, and Education teams to create a feedback loop for current and future products, campaigns, and in-store interactions.

  • Managing and resolving all customer interactions through our customer care tools (Help Scout) and social media platforms. Proactively reaching out to customers to grow loyalty and grow brand.

  • Facilitating organic growth by engaging customers and improving the customer experience.

  • Determining customer service requirements by maintaining proactive contact with customers; benchmarking best practices; analyzing customer data and applications.

  • Improving customer experience through testing, evaluating, and re-building processes; establishing and communicating metrics; monitoring and analyzing results; implementing improvements.

  • Management and ownership of product reviews, q&a, and communications. Utilizing review analytics and questions to help with creative content development, site, and product improvements.

  • Constant with customer experience knowledge by utilizing educational resources, reading publications, and networks. Always on top of industry standards and best practices.

  • Other customer focused interactions or experiences.

 

KPI’s for measuring success

  • Net-promoter score

  • Customer Experience Rating (HelpScout)

  • Achievement of DTC revenue goals

 

What your background may look like

  • Bachelor's degree and 2+ years of experience in management within a call center, retail, or sales position.

  • Reliable for efficiency, accuracy, and attention to detail.

  • Ability to span from direct customer interaction to high-level analytics and strategy.

  • Proficient with ERP Systems, Microsoft Word and Excel.

  • Proficient with E-commerce Systems, Shopify experience a plus.

  • Dependable for providing essential support to the team and excellent communication

 

The Perfect Addition Is...

  • A driven team-player, growth-motivated, and goal-oriented.

  • A clear communicator who embraces connection with customers, peers, and management alike.

  • A dynamic personality with an entrepreneurial spirit!

 

Benefits and YTTP Culture

  • This position is salaried and full-time

  • YTTP is a lively group that values team bonding, enthusiasm, and free thinking. We’re open-minded, opinionated, and constantly collaborating.

  • The YTTP culture is tight-knit, fast-moving, and fun. We’re family-owned, and our team is an extension of that family.

  • We seek high performers, hard-workers and humble attitudes.

Youth to the People is an EEO employer - M/F/Vets/Disabled
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