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Senior Manager, Customer Experience

Rent the Runway

Rent the Runway

Customer Service
Brooklyn, NY, USA
Posted on Tuesday, September 19, 2023

About Us:

Rent the Runway (RTR) is transforming the way we get dressed by pioneering the world’s first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental or ownership. RTR offers designer apparel, accessories and home decor from 700+ brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times, while Hyman herself has been named to the “TIME 100” most influential people in the world and as one of People magazine’s “Women Changing the World.”

About the Team:

Customer Experience lives and breathes our mission of empowering our customers to feel amazing. We've been called fit gurus, personal stylists, shipping virtuosos, and even fashion therapists. From styling advice to troubleshooting orders to offering a confidence boost when needed, we're ready to help with anything. Customer Experience is truly the heart of our business and has a major impact on our continued success.

About the Job:

As the Sr. Manager of Customer Experience, you will support in leading our CX operation and driving strategic transformation. In this role you will be instrumental in shaping the organization’s understanding of customer behavior drivers and will influence business decisions through compelling analyses and insights. You will drive critical improvements in people and organizational structure, process and culture. You will be responsible for leading a remote team of customer service experts and will work to maximize efficiency across all of our channels while balancing delivering an exceptional customer experience throughout the entire customer lifecycle. We are looking for someone who is customer obsessed and gets excited by driving improvements. Must also be an excellent communicator, highly analytical and entrepreneurial in nature and motivated to inspire strong culture for a remote team. The Senior Manager of CX will need to have an impact driven mindset, strategic perspective and empathetic approach.

This position will report into the VP of CX, manage a remote team and also partner with cross functional leaders across the organization. You will be required to come into our Brooklyn, NY headquarters a minimum of 1 day a week.

What You'll Do:

  • Provide leadership to the Customer Experience team leads by defining team goals, objectives, priorities, and culture
  • Develop a deep understanding of our team performance metrics and demonstrate the ability to speak to the numbers. Ensure we can hit our targets and communicate any barriers with potential solutions
  • Build and implement effective strategies for improving Rent the Runway's customer experience, leveraging best practices that best fit our product offering and culture
  • Develop effective customer and department feedback processes and partner cross-functionally to share findings and propose solutions designed to improve the customer experience
  • Ensure our different processes are effective and efficient, acting on feedback from our customers, team members, and relevant stakeholders
  • Lead a team of Team Leads supporting 75+ associates to develop a world class customer experience team
  • Partner with recruiting to bring in new talent, including both Team Leads and associates
  • Establish a regular operating cadence with your team to communicate information, provide coaching, develop camaraderie, and share team performance
  • Promote positive employee engagement and reinforce the RTR culture

About You:

  • Passion for the customer and drive to create lasting experiences that are beyond customer expectation
  • Dedicated to continuous improvement, data-driven decision making, ongoing learning, and testing new ideas
  • You’re an excellent communicator, across all levels and mediums
  • Comfortable setting aggressive goals and achieving results
  • Experience creating new processes and executing in a constantly changing environment
  • Strong people management skills with demonstrated experience creating a culture of collaboration and teamwork
  • You have proven experience with CRM applications and leveraging technology to optimize customer experience operations
  • Ability to work cross-functionally to report customer feedback on product and internal tools and present recommendations for change to improve customer experience
  • You have experience managing teams virtually and driving engagement

Benefits:

At Rent the Runway, we’re committed to the happiness and well-being of our employees, and aim to create a workplace that fosters both personal and professional growth. Our benefits include, but are not limited to:

  • Generous Paid Time Off including vacation, paid bereavement, and family sick leave - every employee needs time to take care of themselves and their family.
  • Universal Paid Parental Leave for both parents + flexible return to work program - because we know your newest family member(s) deserve your undivided attention.
  • Paid Sabbatical after 5 years of continuous service - Unplug, recharge, and have some fun!
  • Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we’ve got you covered.
  • Industry leading 401k match - an investment in your future.
  • And most importantly - working with a great team!

Rent the Runway is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

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The anticipated base salary for this position is $98,800 - $123,500. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held. This position is also eligible for equity compensation.