Senior Manager - Customer Service and Experience

About Nickey Kehoe

Nickey Kehoe is devoted to building a groundbreaking and lasting company culture focused on creating calming, beautiful spaces amid chaos. We value diversity and inclusivity, celebrating unique perspectives as growth opportunities. Our goal is to foster a team of enthusiastic, long-term employees passionate about their roles, collaborating effectively while maintaining high standards and achieving significant work.

Position Summary

This leadership position is accountable for devising and executing company-wide customer-centric strategies to ensure exceptional experiences and support the company's growth. You will safeguard our reputation for quality products, seamless communication, and outstanding customer service while managing brand loyalty programs. Serving as the customer's advocate, you'll translate feedback into meaningful product, policy, and process upgrades across all departments.

Key Responsibilities

• Develop and implement consistent customer service approaches across various sales channels and growth efforts like the Gift Registry.
• Lead, mentor, and grow a multi-location customer service team supporting diverse sales platforms.
• Enhance processes by identifying improvement opportunities, integrating automation, and refining workflow efficiency.
• Set and track key performance indicators such as return reasons, resolution timelines, return rates, and customer loyalty metrics.
• Assess and deploy customer service tools including CRM systems, helpdesks, and communication platforms.
• Collaborate cross-functionally with product, sales, marketing, and operations teams to address customer needs and improve experiences and quality.
• Analyze customer feedback and service data to recognize trends, issues, and business improvement areas.
• Lead prompt resolution of service disruptions and escalations to minimize customer impact.
• Oversee day-to-day customer experience support to ensure consistent, high-quality service across all touchpoints.
• Direct issue resolution workflows, empowering the team to balance fiscal responsibility with optimal customer and client retention outcomes.
• Create, implement, and maintain SOPs for customer-facing policies compliant with state and industry standards (returns, exchanges, refunds, warranties).
• Manage concierge programs such as gift registries and VIP gifting initiatives.
• Develop KPIs to monitor customer experience and team workflow responding to communication volumes and lead times.
• Own and manage warranty programs and actively contribute to client retention strategies.
• Gather and utilize customer feedback through surveys to inform strategic improvements.
• Use data analysis to assess performance issues like mis-shipments and quality problems, and establish plans and SOPs for optimization.
• Identify and deploy automation solutions for operations such as special order confirmations and order tracking updates.
• Lead the customer experience team with innovation, addressing operational challenges and soliciting employee feedback, while collaborating with business leadership to meet organizational objectives.
• Conduct weekly team meetings to communicate organizational strategies, advocate for the team, and address procedural concerns.
• Stay informed about emerging trends and best practices in customer experience management.
• Evaluate training needs and ensure applicable development for direct reports.
• Perform additional projects and tasks as assigned to support business needs.

Qualifications & Attributes

• Minimum 7 years of experience managing Customer Experience, Client Services, Retail Operations, or related customer-facing functions.
• Exceptional communication, coaching, and relationship-building capabilities.
• Analytical proficiency to interpret performance metrics and develop actionable improvements.
• Preferred experience with custom or one-of-a-kind luxury home products.
• Proficient with technology systems such as Shopify, Excel, Asana, and CRM platforms.
• Strong ability to prioritize and manage multiple concurrent responsibilities.

Company Values & Benefits

• Comprehensive Medical, Dental, and Vision insurance coverage.
• 401(k) plan with company matching contributions.
• Generous paid leave offerings.
• Substantial employee discounts.
• Opportunities for hybrid work arrangements.
• Supportive parental leave policies.
• Monthly office-provided lunches.
• Engagement in community volunteering activities.

Compensation & Equal Opportunity

The role offers a base salary between $110,000 and $130,000 annually, with exact compensation influenced by factors including location, experience, and skills. We are an Equal Opportunity Employer committed to non-discrimination across all legally protected characteristics. Reasonable accommodations are available upon request during recruitment and hiring.

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