Customer Experience Manager
Grapevine, TX
Full Time
Manager/Supervisor
MEISON is a collection of high-end and luxury women’s apparel brands including Jones New York, Misook, Ming Wang, Masai Copenhagen, and Kasper. We focus on elevated, timeless workwear and fashions that are easy to mix-and-match and designed to help build an effortless and reusable wardrobe. Our brands are found online, through specialty boutiques, and in stores with our various retail partners such as Neiman Marcus, Saks 5th Avenue, Nordstrom, Bloomingdale’s and Dillard’s.
Position Summary:
The Customer Experience Manager will lead customer experience and service operations across all DTC channels, managing the customer service team, optimizing help desk systems, and overseeing CRM and vendor integrations. This role involves collaborating cross-functionally to ensure a seamless customer journey and support data-driven engagement.
Responsibilities:
We are a family owned and operated company, and our core values help shape our company culture. These core values are the foundation that we use to build our team, collaborate with each other, and how we approach our work. We are committed to understanding our customers, solving problems by finding and applying solutions, speaking up when we need help all while valuing our time, money and resources.
As we continue to grow and bring new brands into our portfolio, we strive to become one of the preeminent providers of women's high-end luxury apparel in the US. Our goal through all of our efforts is to create a welcoming, inspiring environment that makes it easy for our customers to build a quality wardrobe that works for their style and their lives. They should not have to worry about what to wear or buy next — we do the thinking for them through our passionate understanding of their wants and needs when it comes to getting dressed. Not only do our collections delight the imagination, they also teach our customers how to dress, offering value beyond the aesthetic of a well-designed wardrobe.
Position Summary:
The Customer Experience Manager will lead customer experience and service operations across all DTC channels, managing the customer service team, optimizing help desk systems, and overseeing CRM and vendor integrations. This role involves collaborating cross-functionally to ensure a seamless customer journey and support data-driven engagement.
Responsibilities:
- Effectively lead and manage the Customer Service team, providing direction and support, setting clear goals and objectives, monitoring progress, and ensuring high performance.
- Support the Director of DTC in defining prospecting / retention customer journey and strategy and monitor / support the customer shopping experience across all DTC Sites.
- Collaborate with cross-functional teams to ensure a positive customer experience, advocating for customer needs while balancing company resources and assist other teams in designing customer-friendly processes.
- Maintain and own help desk operations, processes, and integrations
- Oversee complex customer issues, ensuring that any escalated cases are resolved quickly and with care.
- Own the relationship for customer relationship vendors, CRM systems, and boutique integrations
- Manage, monitor, and support RFM model
- 100% Employer covered Medical, Dental & Vision
- 401K
- PTO
- 10 Paid Holidays
- Bachelor’s Degree, preferably in Business Administration, Marketing, Communications or a related field
- 3-5 years of experience in customer service or customer experience in a DTC or e-commerce environment
- Proven leadership experience managing customer service teams with a demonstrated ability to set goals, provide direction, and improve team performance
- Experience with CRM systems and familiarity with help desk operations; Experience in NetSuite and Shopify preferred
- Strong background in managing complex customer issues with experience in escalation management and problem resolution
- Previous experience working with cross-functional teams to design and optimize the customer journey and processes
- Hands-on experience with data-driven customer engagement strategies, including RFM modeling and customer retention programs
We are a family owned and operated company, and our core values help shape our company culture. These core values are the foundation that we use to build our team, collaborate with each other, and how we approach our work. We are committed to understanding our customers, solving problems by finding and applying solutions, speaking up when we need help all while valuing our time, money and resources.
As we continue to grow and bring new brands into our portfolio, we strive to become one of the preeminent providers of women's high-end luxury apparel in the US. Our goal through all of our efforts is to create a welcoming, inspiring environment that makes it easy for our customers to build a quality wardrobe that works for their style and their lives. They should not have to worry about what to wear or buy next — we do the thinking for them through our passionate understanding of their wants and needs when it comes to getting dressed. Not only do our collections delight the imagination, they also teach our customers how to dress, offering value beyond the aesthetic of a well-designed wardrobe.
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