Customer Experience Manager

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD.

We are looking for a Customer Experience Manager to support our Australian and New Zealand business. The Customer Experience Manager will provide support to the Australia team in a variety of capacities including but not limited to; providing support the Customer Service team as they execute daily customer enquiries, provide support to our Operations and Ecommerce teams to improve our end consumer experience, and assist with overflow of enquiries where required. This is a highly cross functional support position which will work closely with Ecommerce, Sales, Operations, Finance and Marketing, and be a sup-port system as we grow the brand in Australia and New Zealand.

You are someone with good organizational skills that allow you to stay on top of multiple items at the same time and can switch direction. You are the consummate team player. There is no task or project too big or too small for you - you attack them all with passion, creativity, a positive outlook, and attention to detail. You raise your team up, always jumping in to help no matter what the task. You know service excellence like the back of your hand and are able to handle most escalated situations.

**Responsibilities**:

- Provide support and assistance to Customer Service team where required, acting as the escalation point on complex customer issues
- Provide support to your team by handling the overflow of customer enquiries, acting with high ownership, including but not limited to:

- Explaining product features and attributes
- Educating customers on best practices to maximize the use of YETI products
- Troubleshooting product performance issues with customers to minimize returns of first-quality products
- Processing customer returns, warranty claims and assisting with product registrations
- First response to marketing and New Dealer enquiries
- Inventory availability
- Resolve complex or unusual requests or problems that require a customized solution and response
- Work closely with the Ecommerce team to provide insight from the customer's perspective
- Identify opportunities for enhancement and work with cross functional teams on various experience improvement projects
- Work closely with the Operations team to resolve inventory discrepancies and help in closing outstanding inventory cases
- Operate a high level of productivity, leading the way in the team's KPIs
- Provide insightful feedback and reporting on a weekly basis

**Qualifications and Attributes**:

- High school certificate required
- Experience in a similar role within a product-based business is preferred
- Experience with a retail or wholesale background is preferred
- Previous people management experience preferred, but not essential
- Strong interpersonal and influencing skills
- Proven experience working in a fast-paced high-volume environment
- Ability to prioritize and develop processes to do work efficiently and effectively
- Strong written and verbal communication skills
- Proficient with basic computer skills
- Proven experience working in a fast-paced high-volume environment
- Be a steward of and maintain the YETI Brand
- Must be a team player, able to work within tight deadlines on multiple projects in a fast-paced environment, while maintaining a positive attitude
- Optimistic, energetic and collaborative

**YETI is proud to be an Equal Opportunity Employer.**

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