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Responsibilities

  • Partner with third party service providers to ensure a world class customer experience while achieving financial goals
  • Establish and attain key performance metrics including customer satisfaction, NPS, handle time and quality assurance
  • Drive innovation and lead ROI analysis and prioritization of key investments
  • Build business cases for policy and/or process changes supported by deep quantitative and qualitative insights
  • Develop data-driven, long-term strategies that enhance our relationship with customers
  • Grow a best-in-class and scalable CX Team
  • Ensure an elevated and consistent brand voice at every touch point
  • Establish an engaging, education-first environment
  • Communicate with customers and resolve their concerns and issues with utmost urgency and professionalism
  • Be a brand expert and passionate about the KonMari Method™
  • Partner cross-functionally with KonMari’s leadership team
  • Contribute to a joyful work environment that’s aligned with KonMari’s values


Qualifications

  • Bachelor’s Degree
  • 5-7 years of proven success in leading, building and managing highly effective customer service teams
  • Experience managing third party service providers, budgets, forecasting and productivity analysis
  • Proven innovator, responds promptly and reasonably when making decisions, effective at solving problems
  • A big picture thinker who is also able to focus on the day-to-day, building out a long term strategy while keeping an eye on the minutiae
  • Strong passion for the KonMari Method™ and brand mission
  • Top notch communication skills – verbal, written and visual
  • Gives and receives feedback graciously
  • Positive, sincere, patient and adaptable
  • A strong leader who fosters teamwork, open communication, respect, sincerity, helpfulness, courtesy and humility
  • Available to report to Los Angeles, CA headquarters


Please send resume and cover letter to careers@konmari.com with "Director of Customer Experience" in the subject line.

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