**Unlock the Power of Exceptional Customer Experience and Drive Business Growth at arenaflex**
Are you a customer experience expert with a passion for driving business growth through exceptional customer service? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking a seasoned Senior Manager of Customer Experience - Online Retail to join our team and help us deliver unparalleled customer experiences that drive loyalty, retention, and revenue growth.
**About arenaflex**
arenaflex is a leading global hospitality company that operates a diverse portfolio of brands, including Marriott Bonvoy Boutiques. With a rich history of innovation and a commitment to excellence, we've built a reputation for delivering exceptional customer experiences that exceed our guests' expectations. Our team of passionate and dedicated professionals is united by a shared purpose: to create unforgettable experiences that leave a lasting impression.
**Job Summary**
As a Senior Manager of Customer Experience - Online Retail at arenaflex, you will play a critical role in shaping the future of our online retail business. You will be responsible for developing and implementing strategies to optimize our retail customer service policies, manage customer escalations, and analyze customer trends and online/offline friction points. You will work closely with multiple teams, including customer service, digital ops, merchandising, IT, and others to ensure an outstanding experience for our customers who purchase home products from arenaflex.
**Key Responsibilities**
* Develop and implement strategies to optimize retail customer service policies and procedures
* Manage customer escalations and resolve issues in a timely and professional manner
* Analyze customer trends and online/offline friction points to identify areas for improvement
* Collaborate with multiple teams to ensure seamless customer experiences across all touchpoints
* Develop and maintain relationships with stakeholders across the enterprise
* Create and manage complex project plans to track progress on planned initiatives
* Develop and sustain relationships with stakeholders across the enterprise
* Identify new product enhancements/additions, customer satisfaction, and always-shifting business dynamics
* Prioritize changes/enhancements based on a balance of market forces, revenue, and profit generation
**Candidate Profile**
We're looking for a seasoned professional with a proven track record of delivering exceptional customer experiences in a retail environment. If you have:
* A 4-year degree from an accredited university
* 5+ years of relevant professional experience in supporting/working alongside of customer service
* Strong project management skills, including a demonstrated ability to coordinate across multi-functional project teams
* Customer service orientation
* Awareness of retail/ecommerce industry's latest trends
* Strong communication and analytical skills
* Advanced troubleshooting and multi-tasking skills
* Ability to collect, organize, analyze, and present data into functional requirements
**Preferred Qualifications**
* Experience interfacing with vendors or customers to solve challenges
* Retail experience, with specific preference to home
* Working knowledge of customer service software, ecommerce platforms, databases, and tools
**Work Environment and Culture**
As a Senior Manager of Customer Experience - Online Retail at arenaflex, you will be part of a dynamic and collaborative team that is passionate about delivering exceptional customer experiences. You will work in a corporate hybrid model, with opportunities to collaborate with colleagues across the globe. Our culture is built on a foundation of respect, inclusivity, and open communication, and we're committed to creating a workplace that is welcoming and supportive of all employees.
**Compensation and Benefits**
arenaflex offers a competitive salary range of $108,300 to $136,300 annually, as well as a comprehensive benefits package that includes:
* Bonus program
* Comprehensive health care benefits
* 401(k) plan with up to 5% company match
* Employee stock purchase plan at 15% discount
* Accrued paid time off (including sick leave where applicable)
* Life insurance
* Group disability insurance
* Travel discounts
* Adoption assistance
* Paid parental leave
* Health savings account (except for positions based out of or performed in Hawaii)
* Flexible spending accounts
* Tuition assistance
* Pre-tax commuter benefits
* Other life and work wellness benefits
**How to Apply**
If you're a customer experience expert with a passion for driving business growth, we want to hear from you! Apply now to join our team and help us deliver unparalleled customer experiences that drive loyalty, retention, and revenue growth.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.