Job Description

Job Location: Corporate Office - Winston-Salem, NC - Winston-Salem, NC 27101
Position Type: Full Time
Job Shift: 1st ShiftSUMMARY
We are seeking a Customer Experience Manager to lead and evolve the customer experience for Soffe. This role sits at the intersection of customer service, brand experience, product knowledge, technology, and customer insights. The Customer Experience Manager will be responsible for ensuring every customer interaction reflects the distinct voice, service standards, and positioning of the Soffe brand and be the voice of the customer internally.
This individual will develop a deep understanding of the product assortment, including fit, fabrication, construction, styling, and intended wear, enabling the CX team to confidently assist customers with sizing, fit questions, product selection, complementary product recommendations, and general product education.
The Customer Experience Manager will also own CX operations, technology optimization, AI-driven service enhancements, reporting and analytics, and team development. As one of the closest functions to the consumer, this role will serve as an important voice of the customer across Ecommerce, Brand, Marketing, Product, Merchandising, and other cross-functional teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer & Brand Experience
- Establish and maintain customer service standards that deliver a high-quality, personalized experience while reflecting the voice, positioning, and service expectations of each brand.
- Serve as a steward of the customer-facing brand experience, ensuring CX communications are consistent with established brand voice and messaging across email, chat, phone, social, and other customer touchpoints.
- Develop strong knowledge of the apparel assortment, including product features, fabrication, fit, sizing, construction, care, intended wear, and key product differences.
- Ensure the CX team can confidently guide customers through sizing and fit questions and provide thoughtful product recommendations based on customers' stated needs and preferences.
- Build product education and training resources in partnership with Product, Merchandising, Brand, and Ecommerce teams to ensure CX representatives are prepared to support new product launches and seasonal assortments.
- Identify opportunities to make customer interactions more helpful, personal, and differentiated while maintaining appropriate efficiency and scalability.
- Ensure Customer Experience Specialists consistently provide genuine, knowledgeable, responsive, and professional customer service.
Voice of the Customer
- Serve as a primary internal advocate for the customer, identifying recurring feedback, questions, friction points, product concerns, and emerging customer needs.
- Translate qualitative customer feedback and quantitative CX data into actionable insights for Ecommerce, Product, Merchandising, Marketing, Brand, Operations, and other partner teams.
- Develop processes for identifying and reporting trends related to product fit, sizing, quality, product expectations, site experience, delivery, returns, and other areas affecting the customer journey.
- Partner with Product and Ecommerce teams to help improve product education, size and fit information, FAQs, PDP content, and other customer-facing resources based on customer feedback.
- Identify opportunities to improve the customer journey from acquisition through retention and provide data-informed recommendations.
- Drive initiatives that improve customer satisfaction, loyalty, repeat purchase behavior, and lifetime value.
CX Operations & Technology
- Build, document, and continuously improve customer service processes, workflows, service standards, escalation procedures, and SOPs.
- Lead administration and optimization of Customer Experience technology, including workflows, automation, macros, rules, integrations, reporting, and knowledge management.
- Develop, implement, and optimize AI-driven customer service capabilities, including automated responses, knowledge bases, chatbots, and self-service tools.
- Balance automation and operational efficiency with the need to maintain a personalized, brand-appropriate customer experience.
- Develop and maintain CX reporting and dashboards, using data and customer insights to identify opportunities and inform business decisions.
- Establish and monitor key CX metrics, including response times, resolution rates, customer satisfaction, contact drivers, returns-related inquiries, and other relevant performance indicators.
- Support the Director of Ecommerce in maintaining an exceptional online shopping experience, including site audits, customer-facing website updates, testing, and quality assurance.
Team Leadership & Development
- Lead, coach, and develop Customer Experience Specialists to deliver consistently high levels of service and product knowledge.
- Establish ongoing training across customer service standards, brand voice, product knowledge, fit and sizing, technology, and customer communication.
- Create quality assurance processes to evaluate customer interactions and identify coaching, training, and process improvement opportunities.
- Ensure the team is appropriately trained for seasonal launches, promotions, new products, and other key brand moments.

QualificationsKNOWLEDGE, SKILLS & ABILITIES
- Strong understanding of customer experience principles within a consumer-facing or ecommerce environment.
- Demonstrated ability to learn and communicate detailed product information and translate that knowledge into clear, helpful customer guidance.
- Working knowledge of apparel terminology, including fit, sizing, fabrication, construction, and product attributes, or demonstrated experience developing comparable product expertise.
- Strong written and verbal communication skills with the ability to adapt communication to established brand voice and customer needs.
- Strong customer judgment, empathy, and problem-solving skills.
- Ability to translate customer feedback and data into actionable recommendations for cross-functional teams.
- Strong understanding of CX technology, automation, workflows, and reporting.
- Ability to balance high-touch customer service with operational efficiency and scalability.
- Strong attention to detail and ability to work effectively in a fast-paced, results-oriented environment.
- Ability to collaborate effectively across Ecommerce, Brand, Marketing, Product, Merchandising, Operations, and Sales teams.
- Interest in and knowledge of the apparel, fashion, lifestyle, or consumer-brand landscape.
EDUCATION & EXPERIENCE
- Bachelor's degree in Business, Marketing, Communications, Fashion Merchandising, or a related field preferred, or an equivalent combination of education and relevant professional experience.
- 5–7 years of customer experience, customer service, ecommerce, retail, or related consumer-facing experience.
- Experience within apparel, fashion, lifestyle, beauty, premium consumer goods, or another product-led consumer brand strongly preferred.
- 1–3 years of people leadership, supervisory, or team-lead experience preferred.
- Experience supporting a direct-to-consumer ecommerce business strongly preferred.
PREFERRED TECHNICAL SKILLS
- Shopify administration
- Gorgias, Zendesk, Kustomer, or comparable CX platform administration
- Customer journey mapping
- CX automation and workflow design
- AI-powered customer support tools
- Knowledge-base and self-service development
- Google Analytics or similar reporting tools
- Excel and dashboard reporting
- Experience working with ecommerce, ERP, OMS, or related customer/order-management systems
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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