Bloomingdales.com is driving our customers' satisfaction to optimum levels. We have taken a multi-faceted approach to monitoring and analyzing our performance in the Net Promoter Score (NPS) customer engagement survey, and then driving improvements in all the key components of the customer experience that require attention. The Customer Experience Analyst will support the Manager of Customer Experience, and will engage with customers receiving first-hand feedback. The Analyst, in conjunction with the Customer Experience Manager, will work with the various areas of our e-commerce business, such as Central Credit/Customer Service, Logistics, Internet Production, Site Merchandising, Buying, and Creative to improve the customer experience, measured by the customer satisfaction score.
Key Accountabilities:
- Aggregate customer feedback and weekly delivery of Net Promoter Score (NPS) Executive Report.
- Call and/or email customers that respond to our N PS Survey and request to be contacted. Make independent decisions about how to respond and solve customer problems, and track Executive Committee responses to customer complaints.
- Help to manage Bloomingdales.com customer complaints from the corporate offices and coordinate with all parties needed to reach resolution. Some customer communication will also be social media-based.
- Lead Customer Service Phone, Email, and Chat Calibrations
- Update Customer Service Management and Agent Teams on website enhancements and issues
- Support Customer Experience Manager in developing business cases for project prioritization. This will include evaluation of all facets of a project such as customer satisfaction impact, cost savings, revenue generation, technological capabilities, resource constraints, etc.
- Follow-up with Business Owners to ensure and enforce that improvement commitments and investigations are on track, whether internal to Bloomingdales .com or corporate partners (Logistics, Credit/Customer Service, etc.).
- Maintain regular communication with Credit/Customer Service on initiatives to improve Contact Center Agent training, brand knowledge, and brand immersion
- Challenge the Customer Experience Manager when a policy or process does not seem to align with our goal of optimizing customer satisfaction.
- Analyst will occasionally travel to Contact Center Sites within the Unites States to conduct Agent Focus Groups, and observe live customer phone calls and chat sessions.
Qualifications:
- Ability to travel (about 10%)
- Bachelor's degree
- Minimum of three years' experience in an e-commerce / retailing environment focused on business improvement.
- Experience with fashion/apparel is a plus
- An expert/highly proficient in Microsoft Office Suite
- Excellent written and verbal communication skills
- Strong relationship-building skills
- Extr emely organized and results focused
- Ability to adapt to changing work business priorities
- Ability to challenge the status quo by asking questions and providing insite and solutions
Bloomingdale's is an Equal Opportunity Employer, committed to a diverse and inclusive work environment
Qualifications:
- Location: New York
- Compensation: Will be discussed.
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.
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