Overview

The Customer Advocacy Manager leads a team of Customer Advocates in providing outstanding customer service that meets and/or exceeds expectations. In addition, the Customer Advocacy Manager will perform Root Cause Analysis on customer related service issues and play an important role in expanding the Customer Advocacy function across additional states.

Primary Responsibilities

• Deliver integrated and high-quality customer experience across pre- and post-sales touchpoints.
• Plan and supervise changes and manage the daily operations of a multi-state Call Center.
• Implement, review and improve all call center policies, procedures, and service standards.
• Lead change as we transition customers to a more self-service model.
• Lead change as we transition non-selling activities from Sales to Service .
• Analyze KPI s, agent scorecards, quality assurance and manpower utilization.
• Prepare productivity and performance reports as required.
• Set up and meet performance goals and targets for speed, efficiency, and quality.
• Motivate, coach, and retain staff as well as coordinate reward, bonus, and incentive schemes.
• Monitor random inbound customer issues to improve the quality, minimize errors and track operative performance.
• Review the staff's performance, determine training needs and schedule training sessions.
• Handle escalated concerns and resolve all issues presented in professional and timely manner.
• Collaborate with management team and agents to facilitate and foster a spirit of innovation and inclusion.
• Create and implement process improvement initiatives to improve overall performance efficiency.
• Perform other work-related duties and special projects as assigned.
• Drive innovation of ecommerce platform to reflect the changing marketplace and new trends in B2B ecommerce.
• Partner with colleagues across SGWS functions and divisions to co-develop a portfolio of digital innovation solutions from ideation to realization.
• Work closely with Operations, Commercial Transformation, Supply Chain, and Service teams to ensure omnichannel ordering, delivery and customer service are seamless.
• Work closely with Digital Enterprise teams to define KPIs and metrics that will ensure a data-driven approach to deliver tangible recommendations and monitor performance.
• Work with Digital Enterprise teams to develop strategies, set objectives and ensure progressive improvement for customer acquisition, engagement, site traffic, and conversion rates.
• Perform other job-related duties as assigned

Additional Primary Responsibilities

Minimum Qualifications

• Bachelor's Degree required, MBA strongly preferred
• Five years experience managing exempt level employees in a call center environment
• Three+ years of experience in building and operating e-commerce business with a focus on B2B
• Three+ years in digital strategy initiatives
• Passion for wine and spirits category
• Prior experience building and managing at-scale (high transaction volume) e-commerce platform
• Demonstrated online marketing (e.g. acquisition, personalization and retention tactics) experience is a plus
• Proven success managing cross-functional teams and external vendors and partners such as agencies to accomplish goals
• Ability to travel domestically in the U.S. to field locations as needed

Physical Demands

• Physical demands with activity or condition for a considerable amount of time include sitting and typing/keyboarding using a computer (e.g., keyboard, mouse, and monitor) or adding machine
• Physical demands with activity or condition may include occasional to rare amount of time include walking, bending, reaching, standing, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

Southern Glazer’s Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.