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.