Customer Experience Manager

Weddington Way is a collaborative shopping experience for wedding parties and the fastest growing e-commerce business in the $100 billion wedding industry. At Weddington Way, bridal parties can browse the largest assortment of bridal party fashion available online and share and discuss products in a virtual showroom.

Weddington Way is looking for an enthusiastic, hardworking, and detail oriented individual to lead our Customer Care team. We're strongly focused on customer experience and for this reason the Customer Experience Manager is an integral part of our company. We're looking for someone who is a clear communicator, has a strong desire to be an advocate for our customers, possesses an ability to problem solve (through both basic and complex challenges), can manage customer emotion and be empathetic during difficult situations, and ultimately is ready to help lead both the Customer Care Team and the overall customer experience for Weddington Way. A positive attitude is a must, in addition to a passion for working with people from all walks of life.

* Oversee day to day operations and management of our customer care/stylist team * Handle escalated customer situations and make necessary key decisions to resolve the issue * Develop key processes and protocol to ensure optimal functioning of the team * Track individual and department performance and measure against company goals * Lead hiring and development of all team members * Assess and develop team knowledge, rapport and skills * Expand level of responsibility and development of new roles within the team * Work across teams as necessary * Manage all time off requests * Monitor and approve department refunds, reimbursements and spending

* Experience in a retail customer care/customer service role * Experience managing a team * Fast learner with the ability to work in a fast-paced, unstructured, constantly changing start-up environment * Service oriented mentality with desire to work directly with customers via email, phone and in person * Eagerness to learn and to exercise problem-solving skills * Desire to lead/manage a team of peers * Strong attention to detail and ability to multi-task * Strong work ethic and positive attitude * Comfort with using technology -- downloading reports from our systems and using * Understanding customer needs and strong desire to develop processes, policies, and initiatives that serve to improve the customer experience