We are looking for an enthusiastic and dedicated Sr. Manager, Consumer Experience to enhance and enable an exceptional consumer experience for the Outdoor Performance platform. The Outdoor Performance strategic priorities are to be consumer-first focused, lead with power brands, and invest inward. The Consumer Experience team will be part of the Direct-to-Consumer team that will build the Outdoor Performance business by creating focus and power with the consumer.
The Sr. Manager, Consumer Experience plays a crucial role in shaping and implementing strategies to enhance consumer satisfaction and loyalty. In this role, you will be responsible for understanding customer needs and preferences, developing strategies to enhance customer satisfaction, and implementing initiatives to improve the overall customer experience.
This position reports to the Senior Director, DTC and is based in Logan, Utah.
As the Sr. Manager of Consumer Experience, you will have the opportunity to:
- Lead and motivate a team of fishing, hunting, camping, hiking and outdoor experts to deliver personalized product expertise and outstanding consumer service.
- Lead and motivate team maintaining a positive and professional work environment, and collaborating with other departments to streamline processes and enhance consumer satisfaction.
- Develop robust onboarding and ongoing training programs in order to maintain and expand the team’s working knowledge of our products, ensuring that the team has sufficient understanding of and affinity for each of our brands, products, and their target users
- Provide accurate and helpful information to consumers including technical support and education for products including overall troubleshooting, connectivity, and/or product assembly.
- Help build brand loyalty and enhance the company’s reputation in the market by actively engaging with consumers and addressing their needs.
- Analyze consumer feedback and data to identify areas for improvement and implement strategies to enhance the overall consumer experience.
- Create a consumer-centric culture where the focus is on delivering exceptional service and fostering long-term relations with consumers.
- Maintain and expand working knowledge of our products.
- Effectively present information and respond to questions from management and team members.
- Convert troubleshooting initiatives into sales opportunities.
- Provide accurate and helpful information to consumers by having a deep understanding of our products, services, as well as our policies and procedures.
- Collaborate with marketing, sales, customer service, and product development to align efforts toward creating a consumer-centric approach.
You have:
- Bachelor’s Degree in appropriate field of study required.
- 5+ years in consumer experience with a focus on creating, measuring, and refining the consumer experience strategy and engagement.
- 3+ years in consumer products.
- Excellent communication and interpersonal skills, as well as strong problem-solving abilities.
- Be able to work well under pressure and be comfortable using consumer service software and tools.
- Positive attitude, a strong work ethic, and willingness to go the extra mile.
- Must be technically inclined.
- Strong time management and multi-task skills are essential.
- Ability to execute tasks with a high degree of accuracy and attention to detail.
