THE ROLE: We’re looking for…
The Director of Customer Service is responsible for creating the vision, establishing the culture and leading the company-wide program for Member Success at Rue La La. The role reports into our SVP of Member Services with the goal of improving our Member NPS, exceeding key performance goals and helping our organization meet business objectives. Rue La La currently outsources 100% of call center operations to a third party partner and employs a small corporate based team in Boston.
What you’ll accomplish…You will;
- Set the Member Success Vision for the company by partnering with senior leadership to develop strategic plans and finalize the structure required to implement the right program
- Deliver productivity gains by managing team operations though efficiencies, realignments and process improvements while maintaining or exceeding key performance goals within first 12 months
- Establish and develop a Voice of the Member culture with a common goal of improving the end to end Member experience and providing guidance to leaders across all Rue departments
- Manage the attainment of key performance metrics including Customer Satisfaction, NPS, Contact to Order Ratio, Handle Time, Quality, Reliability and First Call Resolution within first 12 months
- Drive innovation and lead ROI analysis and prioritization of key investments
THE RIGHT FIT: You have…
- Over 5 years of proven success in leading, building and managing customer service teams
- The experience and track record of building a Member Success Culture and delivering to similar accomplishments
- Strong track record of Call Center management with experience of direct and indirect management of departments of over 200 agents
- Excellent vendor management skills, striving to build partnership with vendors at all levels of leadership, while attaining business objectives
- Experience leading cross-functional initiatives which are considered ‘big bets’ or transformational and exceeding key goals,
- E-commerce Retail experience a plus
- Bachelor’s degree
There’s More…
In return for these accomplishments the following will be provided:
- The opportunity to work in a highly visible role with our senior leadership team
- The chance to have a significant impact on Rue’s new business initiatives and successes
- A great team environment that focuses on professional growth and development
- A company with an entrepreneurial culture that wants to continue to break new ground
ABOUT US:
Rue La La has created an indisputable new and huge white space for online commerce.
Based on a flash sale concept highlighting 2,000+ premium brands, Rue has successfully brought together three formerly disparate elements––merchandising, marketing and technology––in a completely novel way, catapulting growth to 15+ million members. Coupled with extraordinary leadership, a values-based culture, and a drive to be the innovator in all respects, from marketing techniques to online boutique themes to using our platform as a means for change in addition to commerce, Rue has emerged as the leading force in the premium/luxury component of the market.
And we are still just beginning.