Assistant Manager of CX and Retail Operations

CALPAK is seeking an experienced Assistant Manager of Customer Experience and Retail Operations to join our team! The ideal candidate has experience in customer service and/or retail operations, with an excitement for new challenges and a passion for building excellent customer experiences. This role will report to the Sr. Manager of Customer Experience and Retail Operations, and will work closely with colleagues in the retail, digital, marketing, operations, and production departments with a focus on driving customer satisfaction, operational efficiency, and sales growth.

Requirements

Requirements:

• Work closely with the Senior Manager on leveraging workflows, automations, and AI and implementing new tools or platforms across customer service channels to enhance efficiency within the CX team.
• Support reporting needs to track performance and turn insights into actionable improvements for the CX team to implement across processes and documentation.
• Assist in managing the external CX team by monitoring KPIs, maintaining a positive environment, developing skill sets and overcoming challenges.
• Handle escalations stemming from both in-person and online interactions as needed while providing top-tier service.
• Partner with the Senior Manager to conduct comprehensive audits of CX processes and identify gaps.
• Partner cross-functionally to action on optimization opportunities for both CX and Retail.
• Analyze customer feedback from both online and in-store channels to identify trends and opportunities for enhanced customer engagement.
• Project manage CX and retail-focused initiatives dictated by business needs or goals, ensuring brand consistency across departments.
• Assist in overseeing all Retail SOPs and store operations to establish optimizations from team performance to efficiencies in operational costs.
• Support the Senior Manager in overseeing and enhancing day-to-day operations of the retail store, ensuring high standards of customer service, product presentation, and store organization.
• Continuously update retail training procedures and documentation, ensuring product knowledge, service principles, and processes reflect company standards. Ensure these expectations are communicated and owned by retail store management.
• Assist in planning and implementation of merchandising and promotional initiatives to drive revenue. Provide support to retail team in merchandising and promotional initiatives to increase store performance.

• Aid in ensuring effective line of communication between corporate and retail teams.
• Provide any additional support as needed.

Qualifications:

• 4+ years of experience in customer service environment
• 2+ years of experience managing direct reports
• Gorgias, Zendesk or similar CRM experience required
• Previous Shopify or ecommerce platform experience preferred
• Vast knowledge of customer service procedures, principles, and KPIs
• Strong understanding of DTC business
• Excellent written and verbal communication skills
• Able to multi-task and thrive in fast-paced environment
• Experience building reports to track KPIs and additional metrics
• Proactive problem solver who can troubleshoot and/or escalate issues effectively
• Capable of executing tasks with efficiency, accuracy and timeliness
• Proven success in working cross-functionally with all levels
• A highly collaborative and driven individual who is eager to learn
• Passion for customer experience
• Must be able to commute to office in Gardena, California

Benefits

Why CALPAK: Benefits & Perks

• Annual bonus plan
• Medical, Dental & Vision insurance
• 401K w/ company matching
• Life insurance & Disability coverage
• Accrued paid time off & floating holidays
• Monthly wellness credits
• Dog friendly office
• Employee discount