Responsible for overseeing the communication strategies between corporate and store teams and ensuring an exceptional customer experience. Leads a team focused on customer service and communication channels, developing policies and procedures that foster clear, effective communication, gatekeeping of field communications, and ensuring that customer service standards align with brand values. Serves as the point of escalation for major issues, service disruptions, and third-party vendors.

1.    Develops and implements communication strategies that ensure alignment and efficiency between corporate and store teams and ensures stores receive timely and accurate information.
2.    Directs and participates in the creation, review, update, and dissemination of communications for stores ensuring the proper tools and platforms are used for improved collaboration and delivery.
3.    Reviews, approves and offers feedback on communications and documentation produced for stores from outside the department and collaborates with cross-functional business partners to coordinate communications and ensure consistency in brand messaging.
4.    Leads gatekeeping efforts regarding store tasks and ensures store task related workload and timelines are reasonably scheduled to allow for successful execution. 
5.    Directs and ensures the proper management and maintenance of the task management platform and an online repository of digital store communications and information.
6.    Directs and leads the customer care team to ensure high levels of customer satisfaction across all channels and oversees escalated customer issues, ensuring timely and effective resolutions and identifying trends to improve processes.
7.    Creates, updates, and maintains performance metrics and SLAs to track customer and associate interactions and monitors customer satisfaction scores and feedback to proactively identify opportunities to enhance the customer experience.
8.    Designs, implements, and continually improves customer service policies, procedures, and training programs.
9.    Prepares, maintains and analyzes reports regarding performance, productivity, and customer feedback. Provides reporting, insights, and data-driven recommendations with relevant teams.
10.    Conducts regular assessments of customer service feedback and store communication effectiveness, using insights to refine policies, procedures, and communication tools
11.    Develops and manages budgets for the store communication and customer care teams, ensuring effective allocation of resources and reports on department spending, looking for cost-saving opportunities and efficiency.
12.    Identify opportunities to increase technology stability, reduce total cost of ownership, and ensure maintenance contracts and renewals are negotiated in a timely manner.
13.    Manages direct reports, including staffing, training, development, performance assessment, disciplinary actions, and workload management. Provides oversight of these items related to indirect reports.

Responsible for overseeing the communication strategies between corporate and store teams and ensuring an exceptional customer experience. Leads a team focused on customer service and communication channels, developing policies and procedures that foster clear, effective communication, gatekeeping of field communications, and ensuring that customer service standards align with brand values. Serves as the point of escalation for major issues, service disruptions, and third-party vendors.

1.    Develops and implements communication strategies that ensure alignment and efficiency between corporate and store teams and ensures stores receive timely and accurate information.
2.    Directs and participates in the creation, review, update, and dissemination of communications for stores ensuring the proper tools and platforms are used for improved collaboration and delivery.
3.    Reviews, approves and offers feedback on communications and documentation produced for stores from outside the department and collaborates with cross-functional business partners to coordinate communications and ensure consistency in brand messaging.
4.    Leads gatekeeping efforts regarding store tasks and ensures store task related workload and timelines are reasonably scheduled to allow for successful execution. 
5.    Directs and ensures the proper management and maintenance of the task management platform and an online repository of digital store communications and information.
6.    Directs and leads the customer care team to ensure high levels of customer satisfaction across all channels and oversees escalated customer issues, ensuring timely and effective resolutions and identifying trends to improve processes.
7.    Creates, updates, and maintains performance metrics and SLAs to track customer and associate interactions and monitors customer satisfaction scores and feedback to proactively identify opportunities to enhance the customer experience.
8.    Designs, implements, and continually improves customer service policies, procedures, and training programs.
9.    Prepares, maintains and analyzes reports regarding performance, productivity, and customer feedback. Provides reporting, insights, and data-driven recommendations with relevant teams.
10.    Conducts regular assessments of customer service feedback and store communication effectiveness, using insights to refine policies, procedures, and communication tools
11.    Develops and manages budgets for the store communication and customer care teams, ensuring effective allocation of resources and reports on department spending, looking for cost-saving opportunities and efficiency.
12.    Identify opportunities to increase technology stability, reduce total cost of ownership, and ensure maintenance contracts and renewals are negotiated in a timely manner.
13.    Manages direct reports, including staffing, training, development, performance assessment, disciplinary actions, and workload management. Provides oversight of these items related to indirect reports.

1.    Bachelor’s Degree or equivalent experience required.
2.    Minimum of 10 years’ experience in communications, customer service call center, or related retail operations required.
3.    Minimum of 3 years of people management experience and adept at managing the performance of multiple teams, setting clear objectives, and creating a high-performance climate required.
4.    Excellent communication skills with an ability to develop clear, impactful messaging for diverse audiences.
5.    Excellent interpersonal, problem-solving, and conflict resolution skills.
6.    Skilled in managing budgets, forecasting financial impacts and variances, and is conversant in negotiations with 3rd party vendors.
7.    Demonstrated experience with customer service software, communication tools, and other related technologies.
8.    Ability to analyze performance metrics and data to make informed decisions.
9.    Project management skills with a proven ability to execute initiatives on time within budget.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

1.    Bachelor’s Degree or equivalent experience required.
2.    Minimum of 10 years’ experience in communications, customer service call center, or related retail operations required.
3.    Minimum of 3 years of people management experience and adept at managing the performance of multiple teams, setting clear objectives, and creating a high-performance climate required.
4.    Excellent communication skills with an ability to develop clear, impactful messaging for diverse audiences.
5.    Excellent interpersonal, problem-solving, and conflict resolution skills.
6.    Skilled in managing budgets, forecasting financial impacts and variances, and is conversant in negotiations with 3rd party vendors.
7.    Demonstrated experience with customer service software, communication tools, and other related technologies.
8.    Ability to analyze performance metrics and data to make informed decisions.
9.    Project management skills with a proven ability to execute initiatives on time within budget.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.