Manager of Customer Experience, Conde Nast
$75-102k
Global media company
Open for applications
Global media company
1001+ employees
Open for applications
$75-102k
1001+ employees
Company mission
To inform in new and compelling ways, creating beautiful, visually arresting moments that offer new perspectives, and new forms of self-expression.
Role
Who you are
- Bring 2-5 years of experience in contact center management, vendor relations, or customer service operations to the table, supported by a Bachelor's Degree
- Immerse yourself in a customer-centric mindset, demonstrating an unwavering commitment to delivering an exceptional customer experience
- Thrive in an environment where adaptability and change are embraced, showcasing your resilience and innovative spirit
- Possess exceptional written and verbal communication skills, able to articulate a clear vision, goals, and expectations that resonate across diverse audiences
- Showcase a detail-oriented approach, coupled with exceptional time management and organizational skills that enable you to navigate complex challenges seamlessly
- Exhibit proficiency in Google Suite and demonstrate a proven track record with telephony and CRM tools, coupled with an innate eagerness to swiftly adapt and learn about emerging tools and technologies
- Embrace the opportunity to travel up to 25% within the United States and internationally as required
What the job involves
- As the Manager of Customer Experience, you play a pivotal role in shaping the narrative of our customer interactions
- Beyond mere management, your influence extends to strategic collaboration, operational efficiency, and the creation of memorable experiences for our audience
- Oversee the dynamic landscape of our 3rd party Business Process Outsourcing (BPO's), ensuring a seamless integration that aligns with Condé Nast's commitment to excellence
- Forge partnerships with internal teams to craft innovative solutions, ultimately enhancing the end-to-end customer journey
- Lead the charge in managing key contact center metrics, from costs and service level agreements to Customer Satisfaction, Quality Assurance, First Contact Resolution, and more
- As the gatekeeper of performance, optimize processes to achieve outstanding results, setting new standards for the metrics that drive the business
- Spearhead campaigns within the contact center and on-site, transforming challenges into opportunities. Some notable examples are campaigns such as cancel/save, upsell, cross-sell, winback, and past due payment collection
- Collaborate with CX Leadership to bring forth fresh perspectives, elevating contact center processes to new heights
- Navigate vendor relationships with finesse, serving as the main point of contact for escalations, problem-solving, and risk mitigation
- Provide constructive feedback to vendors, fostering a culture of continuous improvement and an unwavering commitment to customer satisfaction
- Champion cross-functional communication, leading regular calls with customer service to identify and resolve issues
- Collaborate seamlessly with stakeholders across the enterprise, sharing insights and collectively addressing customer pain points through a Voice of the Customer Program
- Enforce cross-channel quality through meticulous remote monitoring and periodic on-site visits
- ○ Pioneer best practices by conducting insightful process reviews and documenting improvements that resonate with Condé Nast's culture and brand expectations
Our take
Condé Nast is a global media company responsible for producing print, digital, video and social brands. These include Vogue, GQ, The New Yorker, Vanity Fair, and Architectural Digest. The company now operates in over 32 markets and has ventured out with entertainment and education divisions.
With the decline in printed media, Condé Nast has held its market-leading position by recognising that it is no longer just a ‘magazine company’. Millions more consumers interact with its digital and social content over those who read the magazines. Not only does it now prioritise its digital content but to account for the collapse of print advertising, Condé Nast moved titles behind online paywalls.
Targeting future growth, Condé Nast in 2022 appointed a strategy and corporate development role to seek out new opportunities, and has placed great efforts into building its entertainment division. Recently, the company has had to lay off a number of its staff and undergo some restructuring, but it is doubtful this will have a major effect on its operations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Company benefits
- Domestic Partner Benefit Extensions
- Free Mental Health Services
- Assistance in Refinancing Student Loans
- Long-term Remote Work Pilot
- Extended Bereavement leave
- Extended Parental Leave
- Added Adoption Financial Support
Company HQ
World Trade Center, New York, NY
Leadership
Roger Lynch
(CEO, not founder)Previously served as President and CEO for Pandora, CEO for Sling TV, EVP of Advanced Technologies for DISH Network and EchoStar Corporation, and Chairman and CEO for Video Networks International LTD.
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