POSITION:  Manager, Customer Care 
DEPARTMENT: Customer Experience Support  

REPORTS TO: VP, CXS
FLSA Status: Exempt 

 LOCATION:  St. Petersburg, FL – SalonCentric National Operating Center 

SalonCentric, a subsidiary of L’Oreal USA, is the premiere distributor in the United States of salon professional products.  Through its hundreds of stores, national field sales force and sub-distribution network, SalonCentric promotes the finest professional beauty brands and educates stylists on the latest products and trends. 

Position Overview:  

The Customer Experience Support (CXS) Manager will lead a dynamic team dedicated to providing exceptional customer service and achieving SalonCentric's strategic objectives. This role requires a passion for exceeding customer expectations, a proven ability to drive continuous improvement initiatives, and a talent for cultivating a positive and collaborative work environment. The successful candidate will be a highly effective leader with a strong customer focus, skilled in managing diverse teams, and adept at implementing and optimizing processes for optimal efficiency and accuracy. Collaboration across departments will be essential to enhancing the customer journey and championing a customer-centric culture.  

Position Responsibilities:    

• Champion an exceptional customer experience: Lead and inspire the operational customer experience support team (including client-facing, resolution, and premier care agents) to exceed customer expectations and achieve SalonCentric's strategic objectives. Cultivate a high-performing team dedicated to providing seamless and personalized support.
• Pioneer efficiency and effectiveness: Drive continuous improvement initiatives to minimize customer wait times and resolution turnaround times, while ensuring accurate and effective solutions that empower our customers. Continuously seek innovative approaches to enhance service delivery and streamline processes.
• Cultivate an empowering and engaging workplace: Foster a positive and collaborative team environment where every individual feels valued, supported, and inspired to contribute their best. Champion professional development and growth opportunities for team members.
• Forge lasting relationships: Build and nurture strong relationships with both internal and external customers, based on trust, transparency, and mutual respect. Act as a liaison and advocate for customer needs within the organization.
• Provide actionable insights: Deliver accurate and timely feedback to the organization, identifying opportunities to enhance the overall customer experience for both internal and external stakeholders. Proactively contribute to a culture of continuous improvement and customer-centricity.
• Elevate team performance: Support the Customer Care Supervisor in addressing escalated client calls and managing complex customer issues, ensuring timely and effective resolution. Mentor and coach team members to achieve optimal performance levels.
• Uphold performance standards: Ensure consistent application of performance management practices to ensure team success.
• Lead by example: Actively participate in daily customer care tasks as needed, demonstrating a hands-on approach and commitment to serving our customers. Model the values and behaviors expected of the team.

Requirements:  

• 10+ years of Customer Service/call center experience, preferably in a retail or supply chain environment 
• Successful supervisory experience leading a team of representatives. 
• Proficiency in relevant tech tools required; SAP, Salesforce etc. 
• AWS (Amazon Web Service) or similar preferred
• Strong leadership and communication skills 
• Strong analytical skills and problem solving ability required. 
• Conflict management skills essential to handle difficult or challenging customer situations with diplomacy, tact and professionalism 
• Strong multi-task skills and able to work in a very fast paced environment and meet deadlines 
• Ability to work across multiple levels and cross-departmentally in the organization 
• High school diploma or GED required; Bachelor’s degree preferred