From water-use to CO2 emissions, only the oil industry pollutes more than the fashion industry. Reformation makes killer clothes that don't kill the environment. THE COMPANY: REFORMATION Reformation is a group of young designers and forward-thinkers led by Founder / CEO / Creative Director – Yael Aflalo. In 1999 Yael founded her first fashion line, Ya-Ya after working for eclectic designer Fred Segal. After much success with Ya- Ya, Yael gained a true understanding of the industry and started brainstorming a new concept... With a shocking 12.7 million tons of clothing going directly into American landfills annually Yael and the Reformation team is aiming to create a truly sustainable, fashion-forward company. Grow your career in fashion with Reformation and help better the environment while you're at it. Highlights New corporate HQ in Downtown Los Angeles; America's first sustainable sewing factory. ~125+ employees (and quickly growing) with target revenues of $30M+ in 2014. 3 retail stores, 1 in Los Angeles (Melrose) and 2 in New York (SOHO & Lower East Side). Able to release products in 2-6 weeks and turn inventory very quickly (every 30 days). The company is positioned to be a fashion leader with domestic sustainable manufacturing. THE OPPORTUNITY: DIRECTOR OF CUSTOMER EXPERIENCE No position at Reformation is about the status quo, every team member is passionate about building a company rooted in excellence. Reformation is looking for a driven, results-oriented, self-directed and strategic customer advocate to head up its Customer Experience and Client Services Operations. The ideal candidate will lead and develop the customer service team to provide the best possible service to our loyal customers (#RefBabes). This person must also be able to come up with ideas and programs to increase sales and efficiencies while being operationally focused. Execution is a must. The perfect fit is someone who is motivated, analytical, and creative and a phenomenal communicator. You will be building strong relationships through partnership and collaboration and must be able to handle difficult customer issues while maintaining cool and composed. Flexibility is a must, we are a fast-paced and rapidly growing company whose potential knows no bounds! Specifically... Oversee (build, lead and develop) Reformation's 'Customer Love' team and create great long-lasting relationships with our RefBabes. Work closely with the marketing and retail teams to create a cohesive customer experience across all channels. Be the primary driver for customer interactions and spreading the "voice" and "brand" of our customer service through both online and offline channels, specifically in the retail stores. Help establish appropriate metrics for measuring customer experience, engagement and satisfaction. Measure and exceed customer service goals, including: customer retention, churn rate, renewals/win-backs, etc. Develop, implement and monitor procedures for effective and efficient operation of a world-class custome service organization, including the appropriate training and reporting. Evaluate and select customer service/client care technologies to be used and oversee implementation as appropriate. Create consistent messaging for the team who responds to our customers by email, phone, web chat, and social media. Provide technical support to customers having difficulties with the website and checkout process. Answer all customer inquiries regarding merchandise including measurements, garment care and general questions. Properly address customer complaints and negative feedback to get the best possible outcome for both the customer and company. Assess situations and provide the best solution to rectify customer problems based on company guidelines. Investigate and resolve all shipping issues/errors and properly document as needed. Partner with leadership team to create and execute new policies, procedures and client retention initiatives. Constantly research and keep up-to-date with company information, industry news and competitors. Integrate clientele program with current promotions in order to produce more sales and provide customer support.