Customer Experience Manager

Snow Peak

The Snow Peak Person is both an outdoor enthusiast and a passionate creative. They believe in their talents and capabilities, are thoughtful in their approach and have a deep appreciation for their work and the world around them. Snow Peak People don’t shy away from growth or new challenges; they’re team players who prioritize connection and communication – and they’re serious about play.

The Customer Experience Manager directs the Customer Experience (CX) and Dealer Experience (DX) Departments including the team, tools, systems, processes, and accounts. The Customer Experience Manager is a brand ambassador, providing a high level of customer and dealer support on both products and services. This position will oversee the internal personnel serving as primary contacts providing resources, answers, and information through verbal, written and electronic communication channels. To be successful, the Customer Experience Manager will need to manage time sensitive guidelines and communication to courteously resolve complaints, address inquiries, provide accurate reports, and enter orders.

This position is a full time salary position with benefit eligibility and reports to the Senior Sales & Operations Manager.

THIS POSITION MIGHT BE RIGHT IF YOU

Share a passion for the outdoors and the beneficial role it plays in people’s lives
Express curiosity and creativity by taking initiative and be resourceful
Understand your effect on business targets
Make a memorable impact by being approachable, respectful, responsible, and joyful
Value all people for their skills, experience, and unique perspectives
WHAT YOU WILL DO

Manage Department Administration

Develop Experience Team Manual and SOPs for onboarding new members
Manage the open order book report and generate reports for the sales team as needed
Manage Zendesk, develop KPIs for CX/ DX and deploy reporting on customer interactions with details of inquiries, complaints, or comments
Partner with warehouse team to manage customer returns, repairs, and warranty
Partner with the CX/DX and leadership to ensure a “customer first” mindset and is accessible at all times to ensure every customer has a great experience
Interact with customers and dealers via telephone email, online chat, or in person to provide support and information on an assigned product, service, project, or task
Ensure that appropriate actions are taken to resolve customers’ and dealers’ problems and concerns
Notify customers and dealers promptly in regard to product availability and delays in shipments
Educate customers and dealers on our brand story, product offers, and promotions
Maintain and optimize platforms that the Experience Team works directly with
Provide available sales tools such as imagery, reports, updated price sheets and catalogs upon request
Provide necessary dealer documents for prospective new accounts
Work with Digital Ecommerce Manager to improve customer facing tools, such as FAQ, Policies, and Shipping Requirements

Sales Department Support

Manage the allocations process for the Dealer Experience Team in collaboration with the Inventory and Demand Planning Team
Maintain an efficient ordering system and procedure for managing orders
Input and manage strategic, corporate, prodeals and special market orders
Responsible for creating and sending weekly ATS report to the sales team
Responsible for ongoing knowledge of our inventory
Provide consistent feedback loops to stakeholders on projects and developments
Coordinate communication to ensure sales and marketing programs reach targeted customers in a timely and effective manner
Work with the Sales Operations Specialist to ensure timely New Account Setup process and responsible for updating dealer contact information across all CX/DX platforms
Work in collaboration with leadership to implement and optimize systems that exist and are forthcoming
Lead Department Strategy

Contribute to a positive working environment (respectful, responsible and team oriented)
Plan and implement strategic objectives that fulfill the mission and the goals of the department efficiently and effectively in collaboration with leadership team
Evaluate, improve, and report the efficiency of business processes and procedures to enhance profitability and qualitative results
Engage in effective feedback systems to monitor and communicate operational and strategic alignment with interdepartmental objectives
Supervise Team

Collaborate with Human Resources to recruit, select, and hire new members for the CX/ DX team
Enable employees to meet Snow Peak’s expectations for goal accomplishment by overseeing onboarding, training, and continuous improvement
Monitor employee work schedules including assignments, training, paid time off, and overtime
Develop employee career pathing by coaching, mentoring, and providing effective performance feedback; inspire a culture of learning and development
Communicate transparently and resolve conflicts to foster a successful team that encourages the appreciation of diverse perspectives as well as cohesiveness
MUST HAVE

Bachelor’s degree
7 years of experience
Skills
Working knowledge of email automation workflows (or marketing automation) and CRM or customer database tools
Proficient understanding of Microsoft Office Suite or related software
Proficient knowledge of compliance related laws and regulations
Proficient understanding of project management fundamentals
Advanced writing and documentation experience with demonstrated success in strategic messaging
Advanced expertise in excel and analytical analysis and reporting
Expert sales, customer service, and negotiation skills
Expert understanding of the financial and business acumen to drive profitability
Abilities
Ability to act with integrity, professionalism, and confidentiality
Proficient in developing presentations and experience with public speaking
Excellent leadership and management skills with ability to motivate
Excellent interpersonal, negotiation, and conflict resolution skills
Superior time management skills with a proven ability to efficiently manage multiple, concurrent, time-sensitive projects and priorities
Superior problem-solving abilities to meet ambiguous and multicultural needs
Extremely organized with meticulous attention to detail
NICE TO HAVE

Experience with Japanese language and culture
Experience in the outdoor, retail, or apparel industries
PHYSICAL REQUIREMENTS

Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times
All of our employees enjoy paid time off for making an impact and qualifying sick leave. All of our employees are also eligible for wilderness first aid certification, donation matching, annual company retreat and/or camping trip, mass transit assistance, access to online professional development training, a Snow Peak gear package, a seasonal Snow Peak Apparel allowance, and generous discounts on Snow Peak gear and apparel.

In addition, our permanent full time employees also have access to medical coverage with vision and alternative care, comprehensive dental, employer match to retirement contributions, paid vacation and holidays, bike commuting allowance, free mental health appointments, and paid parental leave.

At Snow Peak we value all of our employees by providing competitive and equitable base pay, and by promoting a progressive culture of trust, collaboration, inclusion, and development.

Candidates from diverse backgrounds are encouraged to apply. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, gender identity, sexual orientation, marital status or age.

Full Time
Sales
Portland 97218