Customer Experience Manager

The Customer Experience Manager at Kinn Studio plays a vital role in managing the entire customer journey, making sure every interaction is seamless and delightful. From overseeing response times on our customer support platform to executing personalized outreach for our VIP clients, this role encompasses a broad range of responsibilities aimed at enhancing customer satisfaction and loyalty.

Candidates for the Customer Experience Manager position at Kinn Studio should possess 3-5 years of experience in customer support or client services, ideally within DTC or luxury environments. A strong sense of ownership, tech-savviness, and exceptional communication skills are essential for excelling in this role.

Customer feedback is crucial for the Customer Experience Manager at Kinn Studio, as it informs service improvements and drives our commitment to excellence. This role involves tracking key CX metrics and compiling insights to enhance our offerings and ensure customer satisfaction remains at the forefront.

The Customer Experience Manager at Kinn Studio will implement personalized outreach and engagement strategies for top clients, which may include exclusive previews and thoughtful gifting. By fostering strong relationships, the role aims to surprise and delight clients, ensuring they feel valued and connected to our brand.

Yes, the Customer Experience Manager position at Kinn Studio requires familiarity with tools such as Gorgias, Shopify, and various analytics platforms. Being tech-savvy will enable effective management of customer communications and insightful tracking of customer experience metrics.

To improve customer satisfaction as a Customer Experience Manager, I would start by analyzing key metrics to identify areas needing enhancement. Engaging directly with customers for feedback would be crucial, and I would implement changes based on their input while also continuously monitoring the impact of these changes.

In a previous role, I managed a situation where a customer's order was delayed. I reached out personally, offered a sincere apology, and provided a complimentary item to thank them for their patience. This not only resolved the issue but turned a potentially negative experience into a positive one.

I ensure consistency in brand voice by developing a tone guide and training the customer support team on it. I also regularly review our communications to ensure they align with our brand personality, making adjustments based on customer interactions.

I manage a team during busy periods by prioritizing clear communication and organization. I set clear expectations, streamline processes, and ensure adequate training so everyone understands their roles. Flexibility and support are key to navigating busier times smoothly.

To engage with VIP clients, I would implement personalized outreach strategies, like tailored messages or exclusive invitations to events. I would also cultivate relationships through frequent communication, ensuring their needs are met and they feel valued.

Handling negative feedback starts with active listening. I acknowledge the customer's feelings and express genuine empathy. I follow up with a solution or an offer to rectify the issue, both to restore trust and improve future engagements.

In my prior position, I introduced a customer relationship management tool to track customer interactions. This streamlined our processes, allowing us to respond faster and personalize communications, which significantly improved customer satisfaction rates.

I take a structured approach to collecting feedback by implementing surveys and monitoring reviews. I analyze this data regularly to identify trends and areas for improvement, ensuring we continuously enhance our customer experience.

I consider metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) as crucial indicators of customer experience. These metrics provide important insights into how customers feel about their interactions with our brand.

I prioritize customer service requests by assessing the urgency and impact of each request. Establishing a triage system helps address high-impact issues first, ensuring timely responses for critical situations while maintaining quality service for all clients.