S/he will lead both people and processes in a multi-channel contact center, drive process improvements and deliver innovative solutions to ensure an excellent consumer experience. Strong sense of drive and execution around customer experience, employee experience and overall performance. This position requires a balance of innovative creativity, analytical thinking, and high-impact leadership capabilities to develop our existing Customer Experience workflow, and to scale the customer-facing organization through current and future periods of significant growth.
What you’ll do in this role:
Provide the overall strategic direction and leadership to continuously improve the customer service and employee experience while meeting performance metrics including but not limited to customer satisfaction/experience, process improvements and productivity.
Lead the customer experience strategy and customer communication efforts on behalf of The Scotts Miracle-Gro brands for both product support and ecommerce sales support.
Responsible for developing and implementing short and long-term operational strategies that support new products, efficiency initiatives, service opportunities and technological advancements. Assesses and ensures mitigation of risk for the business
Acts as in-house authority for service, operational and processing functions that affect other groups, areas or activities. This individual must have passion in serving customers and employees and thrive in a fast-paced ever-changing environment.
Actively and consistently support all efforts to simplify and enhance the customer experience
Drive the attainment of key performance indicators including service level, quality, revenue protection, productivity/efficiency, reliability, first call resolution and sales objectives.
Responsible for the budget process, including managing departmental expenditures and staying within budget guidelines.
Oversee processes and procedures, work order accuracy, quality, and adjustments; ensure a high level of customer satisfaction and an optimal customer experience.
Improve the operational systems, process policies in support of organizational mission. Specifically support better management reporting, information flow and business process and organization. Play a significant role in long-term planning, including initiatives geared toward operational excellence. Establish and implement departmental goals, procedures and policies.
Interact regularly with the executive team and department leaders to ensure that the company's operational priorities are aligned with total company direction.
Lead our consumer data collection efforts to aggregate, organize, and drive customer insights effectively and measurably back into the organization, and ensure the voice of the customer is heard and factored into strategic decision making across the business
Develop strategies and implement new efforts that support adherence to product and engagement around brand to support extension of customer lifecycle
Build strong partnerships with all areas of the business to support overall operation.
This position is responsible for ensuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced.
What you’ll need to be successful:
Education: Bachelor's Degree in relevant field
Experience: 10+ years’ management experience in a Customer Contact Center
Exceptional communication and time management skills
Ecommerce Customer Support
Strong technical acumen
Outsource Contact Center Vendor Management
Experience in strategic planning and development; business planning and budget management; vendor operations, business process improvement; business performance tracking and reporting.
Excellent communication skills - written, verbal and interpersonal communication skills across all levels of the organization
Develop a high-performance culture with clear expectations and high levels of accountability
Successful track record of consistently achieving results and exceeding expectations
Ability to work in a fast-paced, demanding environment and bring a serious amount of passion to company mission and team development
Detail oriented, extremely organized, and metrics-focused with demonstrated ability to help teams meet and exceed performance objectives
Exceptional leadership, management, hiring and training skills with demonstrated ability to manage large teams
Some other nice to have’s:
CPG Product Support
What we do for you (just to list a few cool ones):
Offer extremely competitive benefits including: Health, Dental and Vision coverage.
Onsite wellness center which includes: 24,000 sq. ft. fitness center, Walgreens pharmacy and Doctor’s office.
Nutrition reimbursement program (up to $200 per associate and per spouse)
Beautiful campus and corporate offices designed like a log cabin offering free coffee, chef run cafe and the best crushed ice!
First day of hire, 401K match (up to 7.5%) and discounted stock purchasing program (15% discount).
Our commitment to diversity and inclusion includes four employee resource groups: Scotts Women’s Network, Scotts Black Employee Network, Scotts Veterans Network and GroPride Network, Scotts Young Professionals.
12 SMG paid holiday days and generous vacation policy.
The Scotts Miracle-Gro Company is an industry-leading lawn, garden and outdoor living products and services all work to make a beautiful world. Brands are trusted to meet unique consumer needs – whether it's products in natural and organic or solutions for indoor and urban gardening SMG is in the business of growing great things.