Director of Customer Experience
Location: US, CA, Los Angeles
Department: Customer Service
Employment type: Full-time
Required experience: Director
Required education: Bachelor's Degree
Industry: Apparel & Fashion
Function: Customer Service
Company profile: 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.HighlightsNew corporate HQ in Downtown Los Angeles; America’s first sustainable sewing factory.~110+ 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.
Description: 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 (#URL_9fb3dd4bb17c5be0c637564f4c91bcec47767eeab2f6b0fcdefc83dbed4b4cdb#)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.HighlightsNew 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 EXPERIENCENo 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. 
Requirements: THE RIGHT CANDIDATE = EXPERIENCE x PERSONAEDUCATION: BA/BS degree required, MBA a nice plus!EXPERIENCE: 5-7+ years of relevant experience in a customer facing role with 3+ years managing a team.Dynamic leader ready to take on anything that comes at them and inspire their team to do the same.Strong leadership, organizational, administrative and project management skills.A creative problem solver that looks for new solutions versus the status quo.Must possess strong listening and communication skills (written, verbal and interpersonal) to effectively communicate with customers and all levels within the company.Able to manage confrontational and escalated customer issues in a controlled and courteous manner.Possess strong research skills.Be a subject matter expert on company and industry.Flexible and resilient, comfortable with ambiguity, adaptable to a fast changing environments.Fun and full of energy to instill into Reformation’s Customer Love team. But more importantly...You LOVE being hands-on and solving problems - you don’t see this as a task; it’s a passion.You have a passion for sustainability and want to be part of a team driving eco-goodness within fashion.You’re the type of team member who is willing to pick up slack and do the unglamorous tasks to help grow the  company.Eager to be an integral part of the team that defines the culture of Reformation and the customer experience.Interest and passion for sustainability is a must.Thrive in a fast-paced, results and team-oriented environment.Able to effectively multi-task and manage marketing calendars and deadlines.A self-directed individual that knows what needs to be done and operates with a sense of urgency, focus and discipline.Above all, possess the highest levels of integrity, ethics and character. 
Benefits: If this sounds like you, we’d love to hear from you.Reformation offers a competitive salary + benefits + potential equity/options.Be part of a team defining the future of sustainable fashion. 
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