Senior Manager, CX Projects and Service Improvement

SKIMS is a solutions-oriented brand creating the next-generation of underwear, loungewear, and shapewear.

We set new standards with our game-changing product and are a driving force within pop-culture. We are looking for a Senior Manager, Service Design and Improvement to join us in advancing the industry forward.

As Senior Manager, Service Design & Improvement at SKIMS, you will be responsible for enhancing the customer experience across key touchpoints of the client's journey. Your primary focus will be designing ways to support a more seamless, intuitive, and engaging experience that exceeds customer expectations and drives satisfaction. You will collaborate closely with cross-functional teams, including product managers, tech/engineers, marketers, and our business partners, to drive a shared understanding of what customers are trying to accomplish and how their experience delivers against those needs.

The objective will be to ensure a holistic and customer-centric approach to our services that result in top tier satisfaction ratings and raise customer retention.

Primary Responsibilities:

·      Led by CSAT, Voice of the Customer, and other insights, you will identify and lead process improvement and optimization, cross-functionally and manage the projects that address these opportunities

·      Partner with business owners to translate CX insights into experience improvements with detailed requirements; work with project and product management teams to manage experience improvements through launch and ongoing optimization

·      Prioritize improvements and introduce changes based on value, business impact, effort, and risk to the customer’s experience

·      Develop project proposals, including problem statements, opportunity assessments, solution overviews, success metrics, and an ROI framework,

·      Managing CX projects full-cycle and building the CX roadmap with Leadership

·      Provide ongoing measurement and ROI analysis to track the impact of experience improvements on constituent and business outcomes.

·      Conduct research (observational studies, constituent interviews, archetypes, etc.) to understand constituent needs that inform experience improvements.

·      Work closely with the Data & Insights team to build and manage internal feedback loop(s) for stakeholders

Skills and Qualifications:

·      Bachelor's degree in marketing, market research, UX, or a related field (or equivalent experience).

·      5+years of professional experience with a focus on customer experience, service improvement or CX focused project mgmt.

·      Customer service orientation with deep understanding and empathy for customers

·      Expertise in primary customer research techniques and synthesizing data into actionable deliverables

·      Proven ability to lead and influence cross-functional teams and stakeholders to deliver complex customer-facing products or projects and maintain effective working relationships.

·      Excellent organizational, analysis, communication, presentation, and problem-solving skills.

Benefits and Culture

·       100% Company Paid Healthcare (medical, dental, vision) 

·       Kind Body Fertility Benefits   

·       401(k) savings plan with up to 4% match 

·       Unlimited PTO  

·       Full Access to LinkedIn learning 

·       Employee Discounts  

Perks (HQ Location)

·       Free weekly catered lunch at HQ – M/W/Th  

·       Dog-Friendly office  

·       Free Swag Giveaways  

·       Annual Holiday Party  

·       Annual Summer Party  

·       Invitations to pop-ups and other company events  

·       Complimentary daily office snacks and beverages 

SKIMS is committed to continuously creating an inclusive environment for all employees and candidates, reflective of the rich diversity of the communities we serve. Equitable workplaces foster innovation and excellence, and in our commitment to culture of belonging qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.