HYBRID opportunity in DFW, TX or Akron, OH area
Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!
The Role
This position leads Signet’s connected commerce and customer service operations, which is a critical element in delivering an exceptional customer journey to Signet’s internal and external customers. The VP, Customer Connection Center manages a budget more than $30million and is responsible for building a team of approximately 500 internal team members. The Customer Connection Center handles more than 3 million annual contacts from stores and customers, helping to protect and promote Signet’s brands, generate revenue through sales, resolve complex customer issues, earn customer loyalty and provide customers with guidance to maximize the value of Signet’s products and services. This position is responsible for the identification of new opportunities, practices, tools and technologies needed to bring continued incremental profit to the company’s bottom line, while improving the customer experience.
The Responsibilities
- Manage strategies for complex process management flows and organizational structure to accommodate the various intertwined methods in which internal and external customers from multiple brands choose to make contact for assistance
- Streams of contact management include phone, chat/messaging, video, email, text, social media, appointments, letters, executive contact via various platforms, special order referral queues, etc.
- Oversee the effectiveness, compliance and utilization of approximately 20 different systems in support of the business and the function
- Consistently achieve relevant KPIs to ensure optimal customer experiences including, average speed of answer, first time resolution, handle time, quality scores, VOC NPI measurements, special order processing time/accuracy, merchandise/ecommerce/social media/executive escalation resolution time and assisted sales targets
- Accurately forecast trends that will have short and long-term impact on departmental performance while taking immediate action to address any trends that are contrary to expected or budgeted projections
- Support company initiatives and drive change to ensure adoption and compliance of all policies and procedures
- Ensure appropriate staffing levels and team member engagement strategies which maximize payroll efficiency and employee retention, while supporting a contact and transaction processing center open 363 days per year, 18 hours per day
- Develop an efficient and professional, diverse management staff consisting of directors, managers, supervisors, team leads, and support staff that is responsible for staffing, talent development and management, workforce management, quality management, system operation and data analytics
- Ensure appropriate succession planning is in place through step-up hiring, development, and cross-training to prevent openings in strategically critical positions
- Responsible to seek and develop new and innovative systems, procedures and processes to realize greater levels of efficiency, revenue, ROI, and profits
- Partner with IT, Digital, Store Operations and other relevant stakeholders to develop long and short term strategies/roadmaps
- Understand and implement the use of AI, technology and innovation that addresses root causes driving up contact volume, promote customer self-service, implement tools that support sales growth and improve customer and employee experience
- Responsible for development and achievement of a multi-million-dollar annual budget by demonstrating a high ROI and strong customer value
- Partner with all parts of the business to drive customer experience and maximize efficiency throughout the business
- Consistently advocate for investments and approaches that promote efficiency, reduce spend and increase revenue
The Requirements
- Bachelor’s degree or commensurate job experience
- 8 to 10 years in contact center or operational leadership
- Proven success in leadership roles, preferably in a contact center, sales or operations related position
- Expert understanding of contact center KPIs, related data, systems and tools
- Fluent in laws governing consumer privacy, customer contact and card data industry standards (PCI)
- Attentive to detail with a proven ability to meet performance goals
- Proven ability to lead high level projects to successful outcomes
- Commitment to providing outstanding service to internal and external customers
- Well-developed leadership skills including proven ability to develop subordinates for future promotion
- Familiar with AI, Excel, Word, Outlook, PowerPoint, etc.
Benefits & Perks
- Competitive healthcare, dental & vision insurance
- 401(k) matching after one year of employment
- Generous PTO + company holidays
- Merchandise discount
- Learning & Development programs
- Much more!
