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Fourth Floor · 1 day ago

Customer Experience Manager

LA Metro Area

Contract

Onsite

Mid, Senior Level

$38/hr - $48/hr

Fourth Floor is a bags and accessories company seeking a TEMP Customer Experience Manager to join their team in Gardena for 6 months. The role involves leading and evolving the customer experience strategy across various channels, improving customer journeys, and managing the offshore customer service team.

Human ResourcesStaffing Agency

Responsibilities

Lead and evolve the CX strategy across digital, post-purchase, and support channels to align with brand and business goals

Improve customer journeys through optimized flows, proactive communication, segmentation, education, and self-service enhancements

Manage, coach and support the Assistant CX Manager to oversee daily operations of the offshore CS team, ensuring alignment to KPIs

Own the execution of the CX calendar, ensuring timely delivery of all initiatives, communications, and operational milestones across teams

Own CX workflows and processes across platforms to maintain efficiency, consistency, and service quality

Monitor CX performance metrics and translate insights into actionable improvements that increase satisfaction and retention

Build frameworks for capturing customer sentiment and feedback; partner cross-functionally to integrate insights into product, digital, and operational roadmaps

Oversee CX-related systems, tools, and automations; identify opportunities for optimization and improved customer communication

Maintain strong communication with internal teams to ensure CX priorities, insights, and updates are clearly shared

Qualification

Customer Experience StrategyCX Performance MetricsCX ToolsSystemsCross-functional CollaborationCoachingSupport

Required