Customer Experience Manager - Faherty HQ in Tribeca, NYC

About Us

Faherty Brand is a New York-based lifestyle and apparel brand founded in 2013 by twin brothers Mike and Alex Faherty with the goal of creating the highest quality clothing for life’s great moments. Mike and Alex gained valuable work experience prior to founding Faherty Brand. Mike spent a decade in design at Ralph Lauren’s RRL and Alex spent a decade on Wall Street in Private Equity. Having grown up surfing and with a shared love of the beach, our company’s beach culture is authentically inherent to our brand’s DNA. We’re committed to designing clothes for all seasons with unwavering craftsmanship, premium materials, and a focus on sustainability. This positions us uniquely in the space and creates one of the biggest opportunities in retail.

 

We have retail stores in Soho and the West Village of New York City, Newport Beach and Malibu, California, and Nantucket and Boston, Massachusetts and more to come. Our retail, e-commerce, catalog and wholesale businesses are growing at awesome rates. We wholesale to the world’s finest retailers, such as Nordstrom, Neiman Marcus, Mr. Porter and more.

 

Our team of leaders consists of individuals from retail and technology companies who deliver on our promise and seize the opportunity. Our goal is to be the world’s most sought-after apparel company. We all work side by side in a collaborative, energetic, and creative environment. The result: better people, better ideas and a better experience.

 

We live by the Faherty core values:

  • Be the best
  • Deliver on promises
  • Spread good vibes
  • Be better together
  • Be authentic

 

Position Description

At Faherty, our core focuses are the product and our customer. The Customer Experience Team (CX) focuses on creating personalized experiences for everyone who reaches out to our team. Whether it is their first time shopping with us, or they are a loyal shopper, we want to ensure our customers have the best possible interaction with Faherty. From new products to marketing initiatives to our website, everything we do is directly influenced by our customers. As a part of our CX team, you can help spread good vibes and make our company better.

 

As Customer Experience Manager, you’ll lead one of the largest teams at Faherty. You’ll manage three Customer Experience Associates, ensuring that our customers have a positive  experience and that our strategy and service continuously improve. You’ll create and execute on operational strategy, manage a team of smart, energetic go-getters and help us scale Faherty.



What you’ll do

Lead and manage a team of three CX team members

  • Take full responsibility for team performance as well as overall happiness / engagement of the team
  • Coach team members on their own development, sharing direct feedback often and doing so thoughtfully
  • Contribute to a fun, friendly work environment that’s aligned with Faherty core values
  • Lead with a service mindset - encouraging the team to delight in serving others, spreading these good vibes with boundless enthusiasm

Strive for operational excellence

  • Own CX operations, proactively deliver improvements to our workflows and processes in order to meet our SLAs and KPIs while driving costs down, all without sacrificing customer experiences and quality (measured using NPS)
  • Manage our third party relationship(s) and hold them accountable when they’re not meeting their commitments
  • Participate in planning activities related to operational planning, budgeting and forecasting plan
  • Ensure adequate staffing to maintain service levels and employee satisfaction
  • Create a project and implementation plan for any new or replacement technology tools that help our operation run; strategize and research ability to add new technologies and support channels
  • Manage ongoing trainings, onboarding and QA audits
  • Develop clear metrics to motivate team and measure results

Reporting

  • Track, analyze, and report performance data (i.e. SLAs, NPS, other KPIs)
  • Share insights to improve our product
  • Utilize customer insights to drive customer loyalty to the brand
  • Create process to gather customer feedback on how we can improve

Sales

  • Push team to proactively sell products and develop selling skills in team members
  • Develop sales goals and hold team accountable

Who you are:

  • Has 3-5 years work experience in a customer service related field
  • Experience managing and developing great operators -- you know how to motivate and get the best work out of everyone who works for you
  • Love feedback - take it and deliver it well
  • Get jazzed to develop, manage and coach people
  • Experienced analyzing data
  • Your verbal and written presentation and communication skills are on point
  • Kind, smart and organized
  • Passionate about both learning and improving
  • Looks at the glass as half full
  • Willing to roll up sleeves to do any task- no matter how small or large
  • Obsessed with customers and providing best in class service
  • Energetic, sincere, patient, and adaptable
  • Problem solver and prioritizer-extraordinaire
  • Adapts to new processes like a fish to water
  • Outstanding organizational skills, attention to detail, and listening skills

Benefits of working at Faherty Brand:

  • Headquarters in Tribeca, NYC
  • Team birthday celebrations
  • Concert invitations
  • Collegial team, supportive work environment, and culture
  • Flexible vacation policy
  • Health insurance coverage
  • 401(k)
  • Quarterly clothing allowance plus discounts
  • Commuter benefits
  • Free cold brew coffee at the office

 

If interested in applying, please email your resume and a cover letter to careers@fahertybrand.com