Manager, Client Care Operations & Insights

Manager, Client Care Operations and Insights 

About the role:

CHANEL is looking for an Operations and Analytics Manager to join our Customer Care Team in Piscataway. You will play a leading role in creatively identifying business trends and insights across all three product divisions, Fashion, Fragrance and Beauty and Watches and Fine Jewelry. This role is cross functional and interfaces with internal CHANEL teams like Merchandising, Insights, Digital, Retail, Tech and Education teams. You will also be a key partner to our Third-Party Vendor and work closely with their internal teams including Workforce Management, Reporting, Operations, Education and Quality teams. Our ideal candidate will have 3-5 years of experience and a passion for client experience, data analytics, new technologies and driving operational efficiencies.  

What impact you can create at CHANEL:

·       Work closely with CCC vendor and partners to review forecasting and staffing model for all channels 

·       Partner with the Group Director, Customer Care by offering backup operational support in the oversight and management of our third-party service provider. Effectively coordinate with external partners, ensuring compliance with performance metrics, service level agreements, and maintaining seamless operations in their absence. 

·       Develop and provide weekly, monthly and quarterly reports on Contact Center Trends.  Providing full analysis on areas of opportunity to Operation Management Teams for collaborative assessment.   

·       Manage and process data requests from Customer Care/Operations as well as Business teams and assist with report customizations and health checks to ensure all users have access to consistent data 

·       Seek to understand customer trends that can inform our Customer Care strategy and business solutions by leveraging data from several sources (including  Salesforce, Medallia, AI Powered sentiment tools and site analytics) 

·       Partner to maintain Power BI dashboards for Customer Care 

·       Establish relationships and ongoing communication with the Customer care team and our partners (Digital, Tech and business) to stay informed on activities and projects that might impact data and reporting 

·       Support the creation of Business Cases to proactively anticipate the forecast impact of business changes as well as provide hindsight on impact of each post implementation. 

·       Formulate innovative recommendations for how to adopt new technology, how to refine our use of existing technology to better share CCC data and insights 

·       Prepare in depth analysis on Customer Care Center NPS and Quality scores across all Customer Care Center channels and provide reporting on trends.  Research and benchmark NPS to provide full overview on program performance 

You are energized by:  

·       Working in a highly collaborative environment 

·       Collaborating with passionate teammates  

·       Navigating complexity and supporting consistent transformation and change 

·       Demonstrate curiosity and an analytical mindset, proactively exploring data trends to uncover valuable insights 

·       Excel at storytelling! Translate data findings into clear and compelling narratives, using visualizations and articulate communication to tell a story that resonates with business stakeholders, fostering a deeper understanding of the insights derived from the data. 

 What you will bring to the team: 

·       Bachelor’s degree or 3-5 years of experience in a related role. 

·       Experience in a call center environment preferred. 

·       Previous experience in Salesforce and Power BI preferred. 

·       Adept at tailoring messages to diverse stakeholders. Adjust the communication style and level of detail based on the audience in order to ensure that each stakeholder gains valuable insights aligned with their specific needs and objectives.  

·       Advanced proficiency in Microsoft Excel, including but not limited to complex formula creation, data analysis, and the ability to develop comprehensive spreadsheets to support strategic decision-making. 

·       Proficient in creating dynamic and visually compelling presentations using tools such as Microsoft PowerPoint or other relevant software. Must be able to effectively transform data and analytical findings into clear, engaging, and persuasive visual narratives. Demonstrate expertise in designing slides that enhance understanding, capture attention, and align with the preferences and expectations of diverse audiences, including executives and cross-functional teams.  

Position Logistics:  

·       Hybrid role based out of Piscataway, NJ office  

·       Ability to travel to various boutiques as required