Job Description

Job Location: Corporate Office - Winston-Salem, NC - Winston-Salem, NC 27101
Position Type: Full Time
Job Shift: 1st ShiftSUMMARY:
Soffe is seeking a skilled Customer Experience Manager to lead our Customer Experience team. This role is responsible for developing the customer experience function across both direct-to-consumer and wholesale channels. Reporting to the Director of Ecommerce, this role will own customer service operations, customer experience strategy, CX technology optimization, AI-driven service enhancements, and reporting & analytics. The Customer Experience Manager will ensure that all Soffe customers have an excellent experience with the brand and drive customer loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES
- Ensure that all Customer Experience Specialists are consistently providing genuine, friendly, personable, and professional customer service.
- Identify opportunities to improve the customer journey from acquisition through retention, leveraging data to provide recommendations.
- Drive initiatives that improve customer satisfaction, loyalty, repeat purchase behavior, and lifetime value.
- Develop & maintain customer experience reporting, leveraging insights to improve customer experience & inform partner teams.
- Represent the voice of the Soffe customer within internal meetings & among partner teams.
- Build, document, and continuously improve all customer service processes and workflows. Includes creation & maintenance of SOPs for customer support.
- Support the Director of Ecommerce in maintaining an exceptional online shopping experience – including assistance with site audits & executing customer-facing website updates, testing, and quality assurance.
- Lead administration and optimization of Customer Experience software, including workflows, automation, macros, rules, and reporting.
- Develop, implement, and optimize AI-driven customer service capabilities, including chatbots, automated responses, knowledge bases, and self-service tools to improve efficiency, scalability, and customer satisfaction while maintaining a personalized customer experience.

QualificationsKNOWLEDGE, SKILL, AND ABILITY
- 2-3 years’ experience working with customer service software platforms (Ex. Gorgias, Zendesk, Kustomer, etc.)
- 2-3 years’ experience using e-commerce platforms (Ex. Shopify, Magento, Squarespace, etc.) to support customer service.
- Ability to work with time constraints, independently and with teams.
- Strong written and verbal communication skills
- Strong attention to detail
- Ability to thrive in a fast-paced, results-oriented environment.
- Interest in fashion & current trends a plus
EDUCATION/EXPERIENCE
- Bachelor’s degree in Business, Marketing, Communications, or related field preferred, or equivalent combination of education and experience.
- 5 - 7 years’ customer service experience.
- 1 – 3 years of people leadership, supervisory, or team lead experience preferred.
PREFERRED TECHNICAL SKILLS
- Shopify administration
- Gorgias or Zendesk administration
- Customer journey mapping
- CX automation and workflow design
- AI-powered support tools
- Google Analytics or similar reporting tools
- Excel and dashboard reporting
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
*The statements herein are intended to describe the general nature and level of work being performed by associates and are not to be construed as an exhaustive list of responsibilities, duties, and skills required. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer at any time with or without notice.
AA/EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without race, color, gender (including pregnancy), gender identity, sexual orientation, national origin, religion, age, disability, veteran status, genetic information, or other protected characteristics. *
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