Mamava – Director, Customer Experience
Location: Burlington, Vermont
Reports to the Chief Operating Officer
Mamava is a women-owned, B Certified corporation based in Burlington, VT. Empathetic to today’s culture of breastfeeding, we help women meet their breastfeeding goals by providing places to pump or breastfeed, a mobile app, and a network of community support, and valuable content.
Our physical and digital media platforms offer editorial merged with contextual commerce and advertising, allowing like-minded brands a gateway to our highly desirable mama audience.
The Director, Customer Experience (DCE) is responsible for maintaining and building on an integrated customer experience across our diverse and growing customer base. The DCE will manage our Customer Care department and our 3rd party logistics and field service partners (3PL). S/he will demonstrate excellent customer relationship management, in-depth knowledge of our products and services, proficiency in administering and working in our customer service software (Hubspot’s Service Hub) and will identify and implement new processes and programs in order to elevate the effective and efficient operation of our Customer Care department.
3rd party installer agents and service partners are an extension of the Mamava team and it is the responsibility of the DCE to insure they are trained on our products and have the tools and resources that they need to successfully complete installations and repairs.
The DCE reports directly to the COO and is responsible for aligning Customer Care department policies and systems with the company’s objectives and establishing and tracking quality metrics for customer care and 3PL responsiveness and customer satisfaction.
Develop and implement customer care policies.
Routine training and professional development for Customer Care team members and service providers as well as performance evaluations, feedback and coaching.
Set performance standards to meet service goals of company and monitors programs and procedures for continual improvement and customer satisfaction.
Service Hub administrator, maintaining training documentation.
Product specialist working closely with the Director of Supply Chain & Product to help create and maintain tools, checklists and process documents necessary for successful installation and repairs.
Acts as a resource in resolving customer issues brought to the Department by utilizing process knowledge and strong skills in negotiating and selling.
Provides visibility to COO and EVP Sales regarding service failures or customer concerns.
Assists Sales Representatives in troubleshooting orders that require special handling.
Personally supervises high stake installations as required and is a resource for customers who are doing their own installations and repairs.
Create and maintain self-service Knowledge Base (Service Hub) working with cross-functional team (marketing and product) to develop.
Measure the impact of our customer service efforts through Service Hub reporting.
Deploy surveys (including NPS, or the like) to gather feedback that can be used to build a better customer experience.
Special projects as required.
8+ years of experience in Customer Service and 3+ years in a management position.
Technical background with understanding of and/or hands-on experience in design, construction and materials.
Solid organizational skills including attention to detail and ability to multi-task.
Proven knowledge, expertise, passion for organization and process improvement.
Excellent communication skills - verbal and written.
Problem solver with the ability to anticipate and mitigate risk .
Self-motivated and proactive with demonstrated creative and critical thinking capabilities.
Working knowledge of Microsoft Office (Word, Excel, PowerPoint), CRM Management Tools (HubSpot), and Adobe.
BS/BA in relevant field .
About Mamava’s Hiring Process:
Mamava believes in talent and diversity and that each person brings his or her own gift for the revolution. Diverse backgrounds, experiences, education, thought patterns and styles makes the business stronger. Mamava celebrates differences and uses them to guide the design process and support business decisions. Mamava is committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.