Customer Experience Manager

Position: Customer Experience Manager

Department:  Operations

Reports to:  Head of Operations

Location: Chicago, IL

Standard Work Week: M-F

About Us:

Flowers for Dreams is ushering in a craft flower movement. Locally crafted flowers for fair and honest prices across locations in Chicago, Detroit, Milwaukee, Minneapolis, as well as shipping to most of the Great Lakes region. Every bouquet benefits an amazing local charity. Named one of Business Insider's Most Inspiring Companies in America.

Position Overview:

We're looking for an organized, customer-centric leader that can help drive happiness and flower satisfaction for thousands of customers each week. Together with a small but mighty team, this Customer Experience Manager will oversee online and offline customer portals, grow our Net Promoter Score and order retention, help source brand-defining merchandise and goods, and serve as chief contact to our most loyal daily users.  This individual will primarily work onsite at our Chicago HQ.

Responsibilities:

• Manage team of 3+ staff; set customer service goals and maintain strong brand communication standards.
• Deliver Head of Operations monthly reports on customer analytics, ticket trends, and user insights.
• Help drive and implement customer retention strategy to increase lifetime value and NPS.
• Direct response times and resolution to customer inquiries via phone, email, website and social channels.
• Supervise company Zendesk portal & retail dashboard across all 4 company locations. 
• Manage merchandise inventory and office supplies ordering at Chicago HQ. 
• Curate our 'goods collection'; working with local makers to create inspiring seasonal bundles to pair with our bouquets.
• Regular interaction with daily designers, delivery coordinator & buyers on quality feedback.
• Recruit, train, and ramp up team significantly for peak periods like Valentine's Week & Mother's Day. 

Requirements:

• 2+ years experience in high-growth customer service or consumer-facing management.
• Proficient in best-in-class SAS tools for customer support or customer management.
• Strong communication and writing/email skills, with always-positive demeanor.
• Ability to multitask, adapt to changing circumstances, and keep obsessively organized.
• Proven record of process optimization, product improvement, and team collaboration.
• Shared aesthetic preferences and values; passionate about Flowers for Dreams mission.

 Benefits:

• United HealthCare Insurance with employer contribution
• 401(k) retirement savings plans with employer matching
• Dental and vision insurance
• Life insurance (Free)
• Student loan repayment matching
• PTO & paid holidays
• Family leave
• Wellness days
• FSA/HSA
• Commuter benefits
• Employee Assistance Program (EAP)
• Company provided macbook

Values:

• Do Good - "Life's Most Persistent and Urgent Question Is, 'What Are You Doing For Others?'" Martin Luther King Jr
• Take Risks - "Whoever Dares, Wins" Sayeret Matkal
• Challenge Yourself - "Every Artists Was First An Amateur" Ralph Waldo Emerson
• Make it Beautiful -"Design is a Behavior, Not a Department" David Milne
• Act Fast - "We Have a Strategic Plan, It's Called Doing Things" Herb Kelleher

Equal Opportunity Employer: 

Flowers for Dreams is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, training, and internship. Flowers for Dreams makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Cover letter required. 

In <2-3 paragraphs, please detail what draws you to the role, your informative experience(s), and shared values & excitement about the Flowers for Dreams brand.