Job details

Director, Consumer Services

Join our Direct to Consumer Team at Helen of Troy as our Director, Consumer Services (hybrid work onsite and from home), and make an immediate impact on our trusted brands, including our 9 leadership brands:

OXO,

Hydro Flask,

Osprey,

Honeywell

PUR

Braun

Vicks

Hot Tools

Drybar

. Together, we build innovative and useful products that elevate people's lives everywhere every day!

What you will be doing:

The Director of Consumer Services is a leader who represents the “consumer voice” throughout the organization, ensuring that the consumer is continuously top-of-mind.

Responsible for different omnichannel to delight consumers (contacts across phone, email, social, chat, etc.) into a center of excellence for consumer experience. While working closely with Digital Marketing and IT, you will drive solutions that will improve the consumer experience (CSAT, NPS) through strategy and technology to maintain or reduce overall costs to continue to grow the DTC business.

Lead a department of up to 75 contract and permanent employees (based on seasonality).Lead and strategize with the team, other teams, support departments, etc.
Lead present call center team in personnel requirements, budget, support demand, and important metrics.
Support and handle metrics to ensure team members understand and deliver expectations.
Resolve work procedures, prepare work schedules, and expedite workflow. Study and standardize procedures to improve department efficiency.
Establish, secure approval on and maintain department expense and staffing budget.
Ensure that social media consumer outreach is continuously monitored and handled according to defined practices and that the department service stays relevant to changing consumer demand.
Be a champion and advocate for consumers in all aspects of how they interact with the company to ensure that they have a positive experience. Work with other departments such as marketing, digital, engineering, regulatory, and quality to improve the overall consumer experience.
Responsible for strategic business planning and process improvement. Evaluate, set, and adjust key performance indicators for continuous business/consumer success.
Focus on budget administration and management. Multi-channel forecasting for the consumer service department as well as staffing modeling and forecasting.
Stay on top of constantly evolving consumer-preferred communication methods and adjust the department to support with excellence.
Be the leadership voice with the other call centers on business strategy and requirements with IT, cross-divisions, and vendors to drive the next phase of technology solutions to enable stronger self-service, reduce consumer friction omnichannel, and aid reps in solve consumer contacts faster, cheaper, and at a higher quality. This will include AI, IVR, etc.

Skills needed to be successful in this role:

Knowledgeable in consumer goods regulations and claims processing
Specialist in progressing call centers practices including technology to minimize staffing while improving service
Strong communication skills both verbal and written, listening skills
Multi-tasking, time management, efficiency, relationship building, organization, and collaboration skills

Minimum Qualifications:

Bachelor's degree
5+ years of consumer relations experience
3+ years of call center experience in a senior management role
Experience in Omnichannel Customer Service operations, including phone, e-mail, and social engagement channels
Experience with Contact Center Tools (e.g., Telephony: Cisco Enterprise Systems; CRM: Oracle; and others)
Proficiency with MS Office
Authorized to work in the United States on a full-time basis

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

#LI-KE1

#LI-Hybrid

For more information about Helen of Troy, visit

www.helenoftroy.com

. You can also find us on

Glassdoor

Facebook

Instagram

and

Twitter

Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture and background. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, protected veteran status or any protected basis.

We will provide individuals with disabilities reasonable accommodation to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.

Incorporated in 1968, Helen of Troy has grown into a leading global consumer products company with career opportunities in North America, South America, Europe and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Osprey®, Honeywell®, PUR®, Braun®, Vicks®, Hot Tools®, Drybar®. Most of these brands rank #1 or #2 in their respective categories.

We boldly bring brands into our family, where we nurture what makes them great. We collaborate internally and externally, always striving to provide the consumer-centric innovation, operational excellence, scale, global reach, and stellar shared services to make them soar.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.

By Helen of Troy

Helen of Troy (NASDAQ: HELE) known for world class brands like OXO®, Hydro Flask®, Osprey®, Vicks®, Braun®, Honeywell®, PUR®, Hot Tools®, Drybar®. Together, we build innovative and useful products that elevate people’s lives everywhere, every day....

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FUNDING

Private

INDUSTRY

Consumer Product Manufacturing

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in El Paso, TX

DATE POSTED