Senior Manager, Client Experience

Company: Sakara
Location: Englewood
Posted on: August 6, 2022

Job Description:

Sakara Life is a mission driven, premium wellness brand helping people nourish themselves by providing ready-to-eat nutrition programs, functional products, and unique content to clients nationwide. We are seeking smart, passionate, ambitious, and hardworking team players that share our passion for health & well-being. You will be responsible for "turning thoughts into things" and helping manifest the future of Sakara. About the role: We're looking for a Senior Manager of Client Experience to drive the operational excellence of our Client Services team, ensuring we deliver an unparalleled customer experience as we transform lives through the power of food as medicine. This role will report directly to the VP of Marketing. In this role you'll manage a team of -15 in house customer service representatives as well as a growing offshore team. You will work closely with the leadership team to drive the 3-year strategy for the CX team. You'll identify and measure core operating metrics and KPIs, drive efficiency gains in internal and vendor processes, and streamline our use of various systems and tools within frontline rep workflows. Additionally, you'll have the opportunity to own and drive initiatives aimed at improving the customer experience and growth of the customer base. This role will work across the business to address root causes of ticket volume and customer dissatisfaction. This position is highly hands-on and cross-functional, giving you the opportunity to have a meaningful impact! You'll love this role if: You are a strong leader excited to drive excellence within your team. You're hard-working, crave learning, think creatively, enjoy working with data. You are constantly seeking to improve and streamline processes while solving first and foremost for the customer. You enjoy working collaboratively to get things done. You get nervous submitting any work that hasn't been triple checked for errors. Responsibilities: Manage and mentor Sakara's Customer Experience team, providing coaching and developmentDrive operational excellence of Sakara's customer service functionUnderstand pain points in the client experience and seek ways to make improvementsProvide analytical, operational, and decision-making support for the CX function; optimize reporting to supportRefine our client service operating metrics and KPIs, streamline tracking and reporting, and set the right operating cadence in order to drive accountability, maximize customer LTV, and reduce operating costsConvert business insights into action plans, supporting the development of processes and change management that reduce contacts overall, increase rep effectiveness and improve overall customer retentionOwn labor model to inform sustainable and cost-effective growth of the function, leading a shift from a fully in-house team (today) Manage the relationship with our offshore service teamBalance the workload between onshore and offshore representativesRefine hiring, training and onboarding processManage to set operating metrics, KPIS and SLAsGuide effective and clear team communications Build strong cross-functional relationships and identify opportunities to collaborate and solve holistically for our customers (represent the voice of the customer across the business)Support the annual planning process and long-term strategy of the customer service functionQualifications: Meaningful (5+ years) experience executing within customer success operations, sales operations, or strategy role, preferably with experience in a DTC business with 3-5 years experience managing and directing teams in this spaceExperience with CRM and customer support tools (Salesforce, Zendesk, etc.); business intelligence tools a plus (Power BI, Tableau, Looker, etc)Experience across all CX channels including email, phone, chat, textProven track record leading change management, identifying opportunities to increase leverage and scale within systems, tools, and workflowsExperience leading through influence, taking initiative, and leveraging your business acumen and stakeholder management skills to drive resultsExperience managing accounts, vendors or other external relationshipsTake active and enthusiastic ownership for the planning, execution, and results of projects and initiativesStrong ability to adapt quickly to changing priorities; manage time, multiple tasks, and deadlines effectivelyExcellent interpersonal skills; skilled at creating material for an executive audience; skilled at converting business requirements into consumable materialEnergetic, enthusiastic, and adaptable - a 'no job is too small' mindsetStrong work ethic and drivePassion for Sakara's mission of changing people's lives through the power of food as medicine Location: This position will be based out of our New York City Headquarters. Sakara Life is proud to be an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, physical or mental disability, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws. #LI-DNI PDN-96c9dcf2-6514-41e9-b657-9dce503f9ad0

Keywords: Sakara, Tenafly , Senior Manager, Client Experience, Executive , Englewood, New Jersey