Senior Director of Customer Experience

  • Bonobos
  • $197,780.00 - 197,780.00 / Year *
  • 21 Warren St, New York, NY 10007
  • Full-Time



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Bonobos is looking for a Sr. Director, Customer Experience to lead our teams responsible for delivering outstanding sales and service experiences for our customers. In addition, this role will lead the teams charged with supporting our customer facing teams with the tools, processes and communications necessary to be successful. At Bonobos, we're redefining how customers browse, discover and shop for apparel. As the largest digitally native apparel company in the US, we are poised to make groundbreaking advances in how customers shop. Bonobos is uniquely positioned to delight customers by connecting our showroom stores (we call them Guideshops) to our online experiences. We're inventing the future of retail, and our customers are fanatical about our clothes and our world-class customer service. The Sr. Director, Customer Experience Delivery and Operations will lead three core functions to Bonobos' business and success. The first team is our Guideshop organization, a leading channel for customer acquisition and team charged with being the \"face of Bonobos\" for customers around the country. Second, you'll be responsible for leading the Ninjas, our unicorn support and service team who passionately delight customers. Finally, you'll lead our CX Operations and Communication teams who make sure our customer facing colleagues have the tools, processes and information necessary to be successful everyday. What you'll do...* Serve as the GM of our digitally-minded, human-powered channels (Guideshops and Ninjas)--ultimately accountable for financial and operational decisions for our teams* Lead an organization of 10 leaders, managers and contributors and be responsible for their growth, development and a durable talent pipeline that enables long term success for the team and organization* Partner with our People team to have an organizational strategy that ensures we attract, incentivize and retain people so they can reach their full potential and help Bonobos achieve our ambitions. You will be charged with supporting your leadership team with motivating and developing a team based here in NYC and throughout the country* Foster a collaborative set of relationships with the CX Strategy and Initiatives team to ensure our long term initiatives (loyalty, NPS, omnichannel) are operationally sound* Transform our thinking on \"Stores\" and \"Web\" to become market oriented (New York, Chicago, San Francisco) with channels that support our customers* Develop a long-term set of revenue and satisfaction KPIs and long range plans that enable the entire organization to define and measure customer success at a system, market and store level* Through the CX Operations and Communications teams, prioritize and deliver operations and communications initiatives to ensure customer-facing teams have the tools and support they need to provide an excellent customer experience* Develop and manage highly-productive relationships with functions around the company to set short and medium term priorities and objectives* Complete ad-hoc projects as needed, which could involve anything from creating materials for a meeting, or doing a deep-dive on a specific challenge for the business You...* Have at least 7-10 years of experience in a highly analytical and strategic role, such as consulting (retail experience a plus)* Have led people leaders - both in their personal development and the systems thinking to support a broader organization* Have experience leading teams and inspiring others to achieve their ambitions and deliver great things for customers* Are able to operate with a high degree of autonomy in ambiguous settings. Your job will be different on any given day, but you'll have to roll with the punches, and more importantly, roll up your sleeves when duty calls* Use both quantitative and qualitative data sources to drive decisions and successfully generate results* Are great at influencing enterprise strategy and collaborating with various stakeholders across an organization* Exemplify each of Bonobos' core virtues in everyday interactions. You aspire to be a Jedi, Seer, Net Giver to All, Empiricist and Oracle - and encourage others to do the same* Can create presentations with your eyes closed and hate when color pairings don't match We...* Believe in the power of self-awareness, intellectual honesty, judgment, empathy and positive energy as our team values* Work hard because we love what we're doing, but also believe in balance (flex PTO!)* Back up our talk with a competitive compensation and benefits package, challenging projects, random acts of team-wide fun, and awesome coworkers that feel like family* Have a passion for delivering a superior experience to our customers, clients, vendors & one another* Are located in the Flatiron District in the heart of Manhattan* Are excited to hear from you
Associated topics: analyst, area sales, bi, business development, business management, franchise operator, retail, sales, strategy, wholesale


* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.