About Kendra Scott:
We are a fun, talented and driven team dedicated to providing our customers with gorgeous products and a WOW! experience. Family, fashion and philanthropy are at the core of our company and though we move at a very fast pace, we are committed to maintaining a family-oriented work environment and giving back to our community. A passion for great design, dedication to innovation and a strong social media presence are our building blocks for creating a unique and engaging lifestyle brand across all channels, including retail stores, wholesale accounts and e-commerce. Our headquarters are located in the heart of Austin, Texas, and we embrace the unique vibe and energy of our hometown as an inspiration for our brand and company culture.
Position Overview:
We have an exciting opportunity to elevate our customer experience at Kendra Scott! Our Director of Customer Care will oversee our customer service team with the goal of delivering world-class customer experiences at scale. Reporting to our Chief Marketing Officer, our Director of Customer Care will create and lead the strategic vision, planning, and execution of customer service at Kendra Scott. You will leverage partnerships with the Marketing, Operations, Product and Technology teams to continually improve our customer experience.
Our ideal candidate has demonstrated deep expertise in customer service programs - Success in this role requires a high level of attention to detail, the ability to think critically, solve complex problems, and a strong bias for action.
Responsibilities:
• Define the mission, vision, strategy and roadmap for creating a world-class Customer Care team
• Create a scalable Customer Care program that will support future customer growth; Partner with cross-functional teams to ensure all aspects of the customer relationship are considered
• Establish KPIs to monitor the success and progress of the Customer Care organization
• Leverage technology and build process to improve efficiency
• Create customized plans for each market to ensure they are successful
• Provide guidance to field team prior to store opening on local insight and direction for outreach
• Serve as the voice of the customer internally, to drive awareness of opportunities for improvement
• Improve the accuracy and actionability of our customer data; build dashboards and reports to share with leadership teams
• Be a change leader, build and develop a strong team focused on excellence and continuous improvement
• Develop and manage team operational plans and budget
Our Ideal Candidate Will Have:
• Bachelor’s degree or equivalent work experience
• 10+ years’ experience in leadership roles supporting the Customer Care function
• Strong analytical and problem-solving skills
• High level of accountability- willingness to commit and deliver specific, measurable results
• A passion for the customer experience, including a positive and proactive mindset
• A proven ability to define and achieve departmental objectives and strategies to drive performance
• A growth mindset: track record of leveraging past learnings, encouraging new ideas and smart risk taking in self and others
• Strong written, verbal and presentation skills
• High commitment to employee growth and development
• A shared appreciation for our 3 core values of Family, Fashion and Philanthropy