Experienced Director, Customer Service – Strategic Process Development and Leadership

At arenaflex, we're on a mission to revolutionize the customer service experience, and we're looking for a talented Director, Customer Service to join our team. As a key member of our leadership team, you'll have the opportunity to shape the future of customer service at arenaflex, driving innovation and excellence in every interaction.

About arenaflex

arenaflex is a leading provider of innovative solutions and services, empowering businesses to deliver exceptional customer experiences. With a strong focus on technology, data science, and supply chain management, we help brands launch, scale, and grow across product categories and geographies. Our unique approach is powered by our proprietary, end-to-end tech platform, enabling our clients to deliver unparalleled personalization, value, and satisfaction in the fashion industry.

The Role

As our Director, Customer Service, you'll be responsible for developing and implementing a comprehensive customer service strategy, leveraging our Asia technology hub and external vendors to drive business growth and customer satisfaction. You'll lead and manage an external contact center, including staffing levels, and collaborate with our Asia Tech Hub on technology and digital evolution of the customer service function. Your expertise will be essential in creating and evaluating SOPs on contact flow, writing business rules, and developing core KPIs and strategies to achieve business objectives.

Key Responsibilities

* Develop a vision and strategy for the customer service function, leveraging capacity in our Asia tech hub and external vendors

• Collaborate with Asia Tech Hub on technology and digital evolution of the customer service function, including agent management and new technology
• Create and evaluate SOPs on contact flow, writing business rules
• Lead and manage an external contact center, including staffing levels
• Develop core KPIs and strategies to achieve business objectives, such as retention rates, save a sale, etc.
• Set and manage CS center budgets

What You Bring

* Knowledge of customer service and a track record of leadership

• Outstanding verbal and written communication skills
• Ability to develop, coordinate, and implement project plans and timelines
• Excellent organization, time management skills, and a high level of attention to detail
• Thrives in building and nourishing collaborative and respectful relationships with individuals at all levels of the organization
• Strong customer (internal and external) dedication and support experience
• Thorough understanding and accountability for P&L's and budgets
• Excellent communication and influencing skills
• Track record of success in developing customer solutions
• Problem-solving and strategic thinking skills
• Experience with storyboarding and presenting
• 8+ years' experience in customer service
• Successful track record of implementing supply chain improvements
• Bachelor's level degree – Engineering, Supply Chain, or Business
• Prior experience in large retail/and or ecommerce organizations with demonstrated success in customer service operations
• Experience working in a shared service environment

Compensation and Total Rewards

At arenaflex, we believe work and life should fit together! We continue to build a culture of flexibility, empowering you to do your best and put yourself first. Our Total Rewards program rewards employees for their hard work, supporting their health, well-being, families, and ultimately their life journey. Total Rewards at arenaflex includes:

• Hybrid Work Schedule
• Discretionary Paid Time Off
• Summer Fridays
• Healthcare Plans
• Employee Discounts
• 401k
• Annual Bonus Program
• Equity Program
• And More

The annual base salary range for this position is from $128,100-$150,000. The range provided includes the base salary that arenaflex expects to pay for the role. Offered base salary will be dependent on factors including the scope and complexity of the role, candidate's related work experience, subject matter expertise, and work location.

Security Alert: Protect Yourself from Scams

At arenaflex, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, arenaflex emphasizes legitimate recruitment practices. Initial communication is primarily via official email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Teams or Zoom – never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing.

About arenaflex

arenaflex is an equal opportunity employer. We recruit, employ, compensate, develop, and promote regardless of race, national origin, religion, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, and other protected status as required by applicable. At arenaflex, we champion a vibrant workplace culture that thrives on diversity law and do not tolerate discrimination or harassment. We are one team from many backgrounds, innovating through diversity of individuals, who are driven by passion for creating an inclusive space for all.

Who We Are

At arenaflex, we are reimagining the fashion business by creating the world's most technologically innovative and culturally admired fashion company. Where We Work: We are global brands that operate in 12 markets, with our US headquarters located in Los Angeles and San Francisco, and our European headquarters in Berlin.

Our Team

Mindset: At arenaflex, our collective mindset shapes us both as individuals and as a team. It embodies the way we think about the work we do, and how we approach every task we undertake. Our brand mindset is defined by three key elements: 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.

Our Values

We believe in creating a diverse, inclusive, and equitable environment. Apply Job! Don't Hesitate, Apply! Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today! Apply To This Job Apply for this job