Sr. Director, Consumer Services

Location: Dearborn, MI
Reports to: VP, Supply Chain -Customer Care & Fulfillment
Department: Customer Engagement/Experience
Remote Status: Hybrid
FLSA: Exempt
Job Band: Executive

Summary

This position will serve as the brand champion in a consumer and customer focused environment that increases brand loyalty, while driving efficiency through a broad set of operational touchpoints for consumers and customers. Within the scope of this role is ownership of the Carhartt consumer and customer experience throughout the customer lifecycle, including direct responsibility of customer/consumer support, quality and training, contact center operations, third party vendor management relationships, and knowledge management. They will identify and lead the business on key strategic operations initiatives by proposing new solutions to improve the consumer and customer experience. Their efforts will be key to providing frontline excellence at all touchpoints in a seamless manner to ensure Carhartt is the most loved workwear brand.

We are All Leaders at Carhartt

In our words and by our actions, we strive to emulate the hardworking example set forth by our founder, Hamilton Carhartt. We Lead Business by creating value, delivering on results, and making changes along the way. We Lead Self by being inclusive, recognizing that our differences make us stronger as we strive to build a better world, together, for all hardworking people. We Lead Others by communicating and clearly defining the path as we walk bravely into the future. Working at Carhartt, we are all given a seat at the table and the honor of continuing the legacy.

Responsibilities

• Set global vision and clearly articulate Carhartt’s desired customer engagement strategy. Lead company direction and vision for key stakeholders, including: Wholesale, Direct to Consumer, Carhartt Company Gear, and Marketing. Responsible for clarity and accountability for delivering desired outcomes.
• Execute strategic business plans, operational goals and performance metrics that drive productivity and ensure the highest level of consumer, customer, and associate satisfaction.
• Set strategic direction and determine model for overall brand support for EMEA customer/consumer support as well as creating vision for global Licensee engagement support.
• Develop, Direct, and manage strategic vision and relationship for our 3rd party customer engagement provider to achieve service level outcomes and leverage cost considerations.
• Delivers best-in-class consumer and experience across all channels and maximize opportunities. This maximization ensures the current and future Revenue plans are realized. Building brand loyalty will also entail opportunities to generate revenue during contacts with customers and consumers.
• Develop policies, procedures and operating budgets in concert with the customer engagement vision and strategy.
• Provide strategic and technical leadership to enhance the consumer and customer experience by developing and executing a knowledge management approach.
• Brings thought leadership to develop consumer and customer experience metrics aligned with Carhartt’s corporate strategy and goals.
• Manage and improve consumer and customer experience metrics including call/email/chat volume, contact patterns and traffic flow using comprehensive models to ensure service level objectives are met.
• Lead the on-boarding of customer support operations vendors, negotiate contracts and optimize CRM capabilities for the customer engagement organization.
• Develop and build a high-performing team of directors, managers and supervisors while providing mentoring and career opportunities to continuously build their capabilities. Ensure leadership and training results in delivery of a high-level service and associate satisfaction. Ensure staff meet and/or exceed KPIs as defined.
• Leads continuous improvement projects by providing facilitation support, project management, communication, and structure that drives overall order processing efficiencies and attainment to corporate service levels.
• Partners with Human Resources to develop job descriptions, enlist recruitment efforts and manage the development of all Consumer Service roles; ensures effective staff onboarding and team member success
• Cultivates and leads a high-performance, consumer-oriented organization; actively builds the Consumer Services’s reputation across the company and actively ensures the organization’s commitment to the Carhartt corporate values and culture
• Provides motivation and inspiration to a large team of 100+ associates through proper engagement activity and leadership involvement. Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every interaction/task for maximum customer satisfaction and operational effectiveness
• Continuously review, balance and scale team resources to support the growth of our customer base.

Education
Bachelor's Degree Required in Related Field
Master's Degree Preferred
Required Skills and Experience

• 15+ years of customer operations experience with a minimum of 5 years of global customer engagement experience in roles of increasing responsibility preferably in a high-growth, multi-channeled organization known for exceptional service.
• Well established experience in contact center environment with 5+ years of direct management involvement
• Proven track of Vendor Management experience: developing goals, overseeing new vendor implementation, setting up accountability, and establishing the vendor workforce management collaboration
• Strong financial acumen; understanding of factors that impact budget to maximize the consumer experience and minimize operational costs to the business. Proven track record of supporting top line and profit metrics within an organization.
• Effective and influential people leader skills with a track record of cultural establishment
• Able to drive results and meet goals with a strong sense of urgency while serving as the leading brand advocate for the consumer.
• Demonstrated operational experience managing a large team of Customer Support Associates in an onshore/offshore environment.
• Excellent understanding of retail, ecommerce, ordering, returns, refunds and customer satisfaction drivers.
• Exceptional management and relationship building skills. Success in client services, customer management, and building scalable, automated systems to track and improve customer engagement in the apparel industry.
• Thought leadership in technological improvement opportunities to drive scale efficiency and optimize customer experience for the business.
• Proven track record in setting a vision for unique and compelling customer experiences, inspiring others to get behind the vision, and ultimately delivering an experience that exceeds customers’ expectations.
• Demonstrated ability to formulate and execute a business plan to meet the strategic needs of the organization.
• Preferred customer operations experience in the apparel industry.

Working Conditions
Office Environment
Willing to work some weekends if necessary
Travel (30%)
Hybrid location: Associate will work on-site regularly as needed for work activities.
Tobacco Free
#LI-Hybrid