Senior Manager Customer Care, Partner and Customer Service – Remote Leadership Opportunity in Coffee and Beverage Retail Industry

Introduction to arenaflex arenaflex is a leading player in the coffee and beverage retail industry, dedicated to providing exceptional customer experiences and fostering a culture of innovation and excellence. As a remote senior manager in customer care, partner, and customer service, you will play a pivotal role in shaping the company's customer service strategy, leading a team of dedicated professionals, and driving business growth through enhanced customer engagement. With a strong commitment to diversity, inclusion, and equal opportunity employment, arenaflex offers a unique and rewarding work environment that values transparency, fairness, and employee well-being. Why Join arenaflex? At arenaflex, we believe in investing in our employees' growth and development, offering a comprehensive compensation package that includes a competitive salary, 100% tuition coverage through our College Achievement Plan, flexible scheduling, and opportunities for paid time off. Our hybrid work environment allows for remote work up to two days a week, providing a healthy work-life balance. Additionally, our supportive benefits include health coverage, stock and savings programs, and a range of perks designed to enhance your overall well-being. Job Responsibilities As a senior manager in customer care, partner, and customer service at arenaflex, your key responsibilities will include: Leading and supporting a team focused on resolving escalated customer service issues and managing executive escalations, ensuring timely and effective resolution of complex customer complaints. Developing and implementing new processes to enhance customer care and crisis communications, leveraging your expertise to drive continuous improvement and innovation in our customer service operations. Monitoring social media conversations and addressing important mentions in real-time, ensuring that arenaflex maintains a strong and responsive online presence. Conducting research and performance analysis to inform customer engagement strategies, providing actionable insights that drive business growth and customer satisfaction. Collaborating with various business units to innovate and redesign processes for improved service delivery, fostering a culture of cross-functional collaboration and teamwork. Qualifications and Requirements To be successful in this role, you will need: A bachelor's degree or significant relevant experience in customer service, business management, or a related field. A minimum of 5 years of experience managing successful teams, with a proven track record of leadership and team development. A minimum of 5 years of general business experience in large, matrixed organizations, with a deep understanding of business operations and customer service principles. A minimum of 5 years leading cross-functional initiatives and change management, with a strong ability to drive innovation and process improvement. Strong organizational planning and business judgment skills, with the ability to analyze complex data and make informed decisions. Preferred Qualifications To stand out as a candidate, you should have: Professional experience managing branded channels across multiple social media platforms, with a strong understanding of social media marketing and customer engagement principles. A demonstrated history of delivering innovative solutions and facilitating root cause analysis, with a strong ability to drive process improvement and innovation. Strong reporting skills, with the ability to summarize data into meaningful reports and provide actionable insights to stakeholders. The ability to influence future strategy through actionable insights, with a strong understanding of business operations and customer service principles. Consistent collaboration experience, with a strong ability to inspire cross-functional teams and drive teamwork and innovation. Skills and Competencies To succeed in this role, you will need to possess a range of skills and competencies, including: Leadership and team management : the ability to lead and develop high-performing teams, with a strong focus on coaching, mentoring, and talent development. Communication and interpersonal skills : excellent communication and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and team members. Problem-solving and analytical skills : strong problem-solving and analytical skills, with the ability to analyze complex data and make informed decisions. Business acumen and commercial awareness : a strong understanding of business operations and customer service principles, with the ability to drive business growth and customer satisfaction. Adaptability and flexibility : the ability to adapt to changing circumstances and priorities, with a strong focus on flexibility and agility. Career Growth and Development At arenaflex, we are committed to investing in the growth and development of our employees, providing a range of opportunities for career advancement and professional development. As a senior manager in customer care, partner, and customer service, you will have access to a range of training and development programs, including leadership development, customer service training, and business management courses. You will also have the opportunity to work with a range of stakeholders, including customers, team members, and business leaders, providing a unique and rewarding work environment that values collaboration, innovation, and teamwork. Work Environment and Company Culture arenaflex is a dynamic and innovative company that values diversity, inclusion, and equal opportunity employment. Our company culture is built on a range of core values, including a strong commitment to customer satisfaction, teamwork, and innovation. We believe in fostering a positive and supportive work environment that values employee well-being, providing a range of perks and benefits designed to enhance your overall quality of life. As a remote employee, you will have the opportunity to work from home, with flexible scheduling and opportunities for paid time off. Compensation and Benefits arenaflex offers a comprehensive compensation package that includes a competitive salary, 100% tuition coverage through our College Achievement Plan, flexible scheduling, and opportunities for paid time off. Our supportive benefits include health coverage, stock and savings programs, and a range of perks designed to enhance your overall well-being. We also offer a range of recognition and reward programs, including employee recognition awards, bonuses, and incentives. Conclusion If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. As a senior manager in customer care, partner, and customer service, you will have the opportunity to lead a team of dedicated professionals, drive business growth and customer satisfaction, and contribute to the development of a range of innovative customer service strategies. With a strong commitment to diversity, inclusion, and equal opportunity employment, arenaflex offers a unique and rewarding work environment that values transparency, fairness, and employee well-being. Apply now to join our team and take the first step towards an exciting and rewarding career in customer service leadership. Apply for this job