Director, Customer Service – Strategic Leader for Exceptional Customer Experience and Process Innovation at arenaflex

Introduction to arenaflex and the Industry

arenaflex is a pioneering force in the fashion industry, leveraging technology, data science, and innovative operations to drive the success of its brands. As a leader in the online fashion space, arenaflex is committed to delivering exceptional customer experiences, fostering a culture of inclusivity, and promoting diversity. The company's mission is to reimagine the fashion business by creating a technologically innovative and culturally admired fashion company. With a strong presence in 12 markets and headquarters in Los Angeles, San Francisco, and Berlin, arenaflex offers a dynamic and global work environment.

About the Role

arenaflex is seeking a highly skilled and strategic Director, Customer Service to build and lead a customer service function that drives business growth, improves customer metrics, and enhances the overall customer experience. This is a high-impact role that requires a visionary leader who can develop and implement customer service strategies, leverage technology and automation, and collaborate with cross-functional teams to achieve business objectives. The ideal candidate will have a proven track record of leadership in customer service, excellent analytical and problem-solving skills, and the ability to navigate complex systems and processes.

Key Responsibilities

• Develop a vision and strategy for the customer service function, leveraging capacity in the Asia tech hub and external vendors
• Collaborate with the Asia Tech Hub on technology and digital evolution of the customer service function, including agent management and new technology
• Create and evaluate Standard Operating Procedures (SOPs) on contact flow and write business rules
• Lead and manage an external contact center, including staffing levels, and develop core KPIs and strategies to achieve KPIs
• Set and manage customer service center budgets, ensuring alignment with business objectives and cost reduction strategies
• Develop and implement new strategies and processes to service customers quickly, reduce costs, and reduce customer attrition
• Provide thought leadership on customer service technology and automation, and collaborate with cross-functional teams to drive business growth and improvement

Essential Qualifications

The ideal candidate will have:

• 8+ years of experience in customer service, with a proven track record of leadership and success in implementing supply chain improvements
• A Bachelor's degree in Engineering, Supply Chain, or Business, with a strong understanding of customer service operations and technology
• Excellent verbal and written communication skills, with the ability to develop, coordinate, and implement project plans and timelines
• Outstanding organization, time management skills, and a high level of attention to detail, with the ability to thrive in a fast-paced and dynamic environment
• A strong customer-centric approach, with a dedication to delivering exceptional customer experiences and support
• Experience working in a shared service environment, with a thorough understanding of P&Ls and budgets
• Excellent communication and influencing skills, with the ability to build and nourish collaborative and respectful relationships with individuals at all levels of the organization

Preferred Qualifications

Preferred candidates will have:

• Experience working in large retail and/or e-commerce organizations, with demonstrated success in customer service operations
• A strong understanding of customer service technology and automation, with experience in storyboarding and presenting
• Excellent problem-solving and strategic thinking skills, with the ability to navigate complex systems and processes
• A track record of success in developing customer solutions, with a strong focus on customer satisfaction and retention

Skills and Competencies

The ideal candidate will possess:

• Strong analytical and problem-solving skills, with the ability to formulate data-driven decisions
• Excellent communication and influencing skills, with the ability to build and nourish collaborative and respectful relationships
• A strong customer-centric approach, with a dedication to delivering exceptional customer experiences and support
• Experience working in a fast-paced and dynamic environment, with the ability to thrive in a culture of innovation and change
• A strong understanding of customer service technology and automation, with experience in leveraging technology to drive business growth and improvement

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Director, Customer Service, you will have access to:

• Opportunities for career advancement and professional growth, with a focus on developing leadership and strategic skills
• A comprehensive training and development program, with access to industry-leading training and resources
• A culture of innovation and experimentation, with the freedom to try new approaches and technologies
• A collaborative and dynamic work environment, with a team of experienced and passionate professionals

Work Environment and Company Culture

arenaflex is committed to creating a diverse, inclusive, and equitable work environment that fosters creativity, innovation, and growth. Our company culture is built on the principles of:

• Drive: Self-awareness of what's needed for success, and intrinsic motivation and resourcefulness to create that success
• One Team: We're in-it-to-win-it for the greater good of all—putting the company's needs above all else
• Innovation: Thinking outside the box keeps us on the cutting edge of everything we do

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, with a salary range of $128,100-$150,000 per year, depending on experience and qualifications. Our benefits package includes:

• Hybrid work schedule, with flexible working hours and remote work options
• Discretionary paid time off, with a focus on work-life balance and employee well-being
• Summer Fridays, with a shorter workday during the summer months
• Comprehensive healthcare plans, with access to medical, dental, and vision coverage
• Employee discounts, with access to exclusive discounts on our products and services
• 401(k) plan, with a company match and opportunities for retirement savings
• Annual bonus program, with opportunities for performance-based bonuses and incentives
• Equity program, with opportunities for stock options and ownership

Conclusion

If you are a strategic and innovative leader with a passion for customer service and a drive for success, we encourage you to apply for the Director, Customer Service role at arenaflex. With a competitive compensation package, comprehensive benefits, and opportunities for career growth and development, this is an exciting opportunity to join a dynamic and innovative company that is shaping the future of the fashion industry. Apply now to join our team and help us deliver exceptional customer experiences and drive business growth and success.