Head of Customer Experience, Trade

| Greater NYC Area
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1stdibs is seeking a leader for our Trade Customer Experience team. Our Trade team works with the world's most exciting design firms and this role is right at the center, ensuring one of a kind service. This role reports into the VP of Trade,  and will define and deliver a service experience that matches the 1stdibs brand promise.

Do you have experience and a passion for growing and nurturing a large team? Do you know how to build out metrics for service and have a passion for 'saying it with data'? Do you have experience within an e-commerce and/or fast pace digital company? Then this might be the role for you! You will get to join a growing, fast-paced and engaged team, where you will have a hand in shaping how 1stdibs delivers service to our design firms.

This is an evolving function within a growing company, so comfort with ambiguity, change, and very hands-on work is meaningful. It’s crucial for the person who joins us to be a dedicated leader, coach, and advocate for their team.

What you'll do

  • Develop and lead the Customer experience teams, which serves a global base of interior designers and architects
  • Define the standards of service, the processes to deliver on them, and the mentorship strategy to continually build the capabilities of the team
  • Develop a training and development program to accelerate onboarding and continually build the skills of the team
  • Handle the metrics to ensure we deliver on our standards of service and lead continuous improvement efforts to drive higher performance
  • Be the voice of the customer to inform service, product and marketing strategy
  • Partner with Finance to build forecasting models, design effective compensation plans, and build staffing plans to enable continued rapid growth
  • Partner with sales to ensure sales reps are passionate about relationship building and growing share of wallet from accounts, while customer experience team is focused on ensuring purchases are a seamless experience

What you’ll bring

  • 5 -7 years experience in a customer service, account management, or customer success role within a consumer company
  • 3+ years scaling and leading a growing team
  • Overseen a team of 10+ customer-focused associates
  • Experience within a digital/e-commerce environment and a firm understanding of the online shopping experience
  • A history of leading customer service and sales organizations through periods of rapid growth
  • Proven experience demonstrating and implementing technology solutions to optimize team performance; deep familiarity with Salesforce
  • Analytically strong, with experience using Excel, Salesforce and other tools to analyze, run and report on team performance
  • Excellent written and verbal communication skills; proven ability to establish relationships with subordinates, peers, executives and clients

1stdibs is the world’s largest online luxury marketplace for rare and desirable objects. It has become the go-to source for the world's leading interior designers and consumers to find antiques, furniture, jewelry, vintage fashion, and fine art.
 
Backed by Benchmark Capital, Index Ventures, Spark Capital, and Alibaba Group 1stdibs is a unique blend of expert curators and seasoned Internet executives from companies including eBay, Gilt, Google, FreshDirect, Mlb.com, and Twitter.

1stdibs is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees.

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Location

51 Astor Place, New York, NY 10003

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