Manager, Customer Experience (Flamingo)
About the Brand
In looking at the market, it’s clear there is an opportunity to improve the shave experience for women. The aisle is cluttered and overpriced. Brands are out of touch, serving outdated clichés and stereotypes that do not reflect women's reality.
We want to change that. We think there is compelling opportunity to build a better experience for her with well designed, quality products and a brand that speaks to her. A brand that puts her needs first. Always.
In developing this brand, we want to reshape the narrative around female grooming, starting with body hair. The 5 o’clock shadow on your legs is a thing. The female mustache exists. Let’s challenge the silence and allow women to feel agency over and even celebrate their own hair removal rituals - whether she removes body hair or not.
We are at the beginning of this journey but have big ambitions for what this brand and business will become. We’re now looking for an amazing founding team to help build this brand and bring it to life in the world.
About the role
As the Customer Experience Manager for the Flamingo brand, you’ll be on the ground floor as we launch a new brand that helps change the stigma around women’s grooming, ensuring that our customers have a smooth interaction and experience. You’ll create and execute on all aspects of CX strategy as we grow and scale our team with the rest of the business. Just as importantly, you’ll manage and develop a team of high-performing, whipper-smart associates, based in our headquarters.
What you'll accomplish
- Develop and help build an outstanding team that creates a world-class direct-to-consumer support experience for a brand-new women’s brand
- Represent the voice and needs of the Flamingo customer within our global HQ in NYC; be a part of fostering the Flamingo community and our connection with our consumers
- Oversee the entire Flamingo CX operation, ensuring that the team meets daily, weekly and monthly SLAs for all channels, reporting to the Global Head of Customer Experience in New York with dotted lines into the Flamingo Head of Operations
- Establish the strategic direction and vision for the Flamingo Customer Experience team’s growth and development in conjunction with the larger CX vision
- Lead your team actively, providing guidance to direct reports during weekly 1:1 conversation, and in-the-moment coaching when it makes sense
- Guide all quality and training processes for your team, with limited support from the Harry’s, Inc. team
- Drive people, process, and technology improvement initiatives to optimize the customer experience from end-to-end, both for customers and our team
- Obsess over customer feedback and relentlessly strive for CX improvements
- Support the Flamingo GM and Flamingo Head of Operations with larger projects focused on growth strategy (including but not limited to new channels, products and geographies) and operational implementation
- Act as a liaison among NYC based functions outside of CX (Sales and Ops Planning, DTC, Distribution, R&D, etc.) to facilitate activities that result in a better experience for the Flamingo consumers
- Identify opportunities to innovate for continuous improvement and increased efficiency, specifically thinking about automation and improved back office needs for your team
- Develop and maintain relationship with Third Party vendors to help provide consistent service level with customers
About You
- You are passionate about being part of building a connection with female consumers and furthering the Flamingo mission of building for women's body care needs
- You’ve worked within start-up / high growth businesses in the past and are genuinely passionate about women’s beauty and grooming; you thrive in a fast-paced environment
- You’re an organized “doer” with an exceptional ability to multitask - someone who will take initiative to make things happen
- You’re experienced in scaling teams in-line with business growth, remaining ahead of the operational demand all the while maintaining a commitment to team development -- you’re energized and pumped by the idea of helping people grow and develop
- You operate with a seamless blend of hands-on willingness to get operations established, but with the strategic vision to think ahead and build ahead
- You’re a great team player who can collaborate with cross-functional teams within the organization, as well as outside vendors
- You demonstrate a serious commitment to your own self development by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- You thrive in a fast-paced environment
- You’re warm and approachable, and have a knack for making people feel instantly comfortable, yet also know how to hold people accountable
- You’re all around awesome with a great sense of humor
Harry’s started as a men’s grooming brand that was built out of respect for quality craftsmanship, simple design, modern convenience and for guys who know they shouldn’t have to overpay for a great shave. Since launching in early 2013, we have been blown away by the customer response to our brand. As we grow our opportunities to communicate with potential customers increase, but with those opportunities comes increased complexity and a heightened need to be thoughtful as we extend. Ensuring we continue to push our thinking, strive for innovation, all while protecting the charm of our brand that has so successfully resonated to date.
Harry’s is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.