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Assistant Manager of Customer Love

Reformation

Reformation

Customer Service
Los Angeles, CA, USA
Posted on Tuesday, May 21, 2024

Who We Are:

Founded in 2009, Reformation is a revolutionary lifestyle brand that proves fashion and sustainability can coexist. We combine stylish, vintage-inspired designs with sustainable practices, releasing limited-edition collections for individuals who want to look beautiful and live sustainably. Setting an example for the industry, Reformation remains at the forefront of innovation in sustainable fashion—running the first sustainable factory in Los Angeles, using deadstock and eco fabrics, tracking and sharing the environmental impact of every product, and investing in the people who make this revolution possible. The brand has also established itself as a pioneer in retail innovation, developing an in-store tech concept that brings the best of its online experience to its physical doors.

We are a future focused organization committed to the belief that the problems facing our planet and society can be solved through innovation, common sense and education. Being naked is the #1 most sustainable option. We're #2.

Here at Ref, we put people first. We know that you can't innovate and do cool stuff without having everyone on board. So we work to create a culture where everyone feels like they belong and where their voices are truly valued. We build an inclusive culture together and make a real impact along the way.

Assistant Manager of Customer Love, Social:

Reformation is looking for an Assistant Manager of Social, housed under our Customer Love team. This person will assist in leading the team’s efforts to create seamless, authentic, and fast solutions for our customers across all branded social media platforms. They will also be responsible for leading our specialized team of clientele and retention associates, who work closely with our VIP customers.

Responsibilities:

  • Escalation Responsibilities:
    • Perform the responsibilities of an Assistant Manager by taking over escalated customer interactions and resolving sensitive cases related to the Retention and Social teams.
    • Establish a plan of action to resolve customer concerns, escalated customer feedback, messaging related to current events, and other sensitive callouts.

Operational Responsibilities:

    • Build and maintain resources and processes for our VIP program rollouts, third-party review sites, NPS strategy, Hemster initiatives, and social media platform engagement opportunities.
    • Meet with the Marketing and Social team regularly to determine the strategy for support and staffing during high-volume periods and major marketing moments.
    • Act as a liaison between the Customer Strategy and Customer Love team for all things

related to our clientele program.

  • Create training documents and SOPs.
  • Create approved verbiage and response banks for all major marketing moments, current events, retail events, and product launches.
  • Complete monthly ongoing reporting for team metrics, program performance, and social media trends.
  • Special projects and other workflows as assigned.

Managerial Responsibilities:

    • Monitor social media platform activity and Slack during off-hours.
    • Contribute to Customer Love weekly meetings by providing team updates.
    • Monitor SLA based on current shift/staffing to ensure team members meet goals.
    • Complete payroll for all team members.
    • Create shift schedules for all team members.
    • Lead the recruiting, onboarding, training, and offboarding for all CL Retention and Social roles.
    • Hold weekly touch bases with Retention and Social team leads to review team performance and provide coaching as needed.

Who You Are:

  • Passionate about Reformation’s mission and living out the brand values.
  • Passionate about social media and familiar with all existing platforms.
  • A dynamic leader, ready to take on anything that comes at them and will inspire their team to do the same.
  • Strong organizational and project management skills.
  • A creative problem solver who looks for new solutions versus the status quo.
  • Must possess strong listening and communication skills (written, verbal, and interpersonal) to communicate with customers effectively, as well as colleagues at all levels within the company.
  • Possess good judgment. Able to manage public-facing, sensitive, and escalated customer inquiries in a controlled, empathetic, and professional manner.
  • Possesses a strong sense of brand tone and voice.
  • Flexible and resilient, comfortable with ambiguity, and adaptable to fast-changing environments.
  • Previous experience using any of the following is a plus: Endear, Kustomer, Meta Social Media management tools, TikTok Ads Manager, Social Commerce, Meta Back-end (for Facebook and Instagram), Instagram Mobile backend/Business Profile, Meta for Business, Meta Ads, Deposco, Global-E, and all social media platforms
  • Previous clienteling experience a plus

Availability:

This is a fully remote role, requiring full-time availability

  • May be required to travel bi-annually
  • 24/7 ownership of social media escalations required

Benefits & Perks:

  • Health, vision, and dental insurance for eligible employees
  • Paid vacation, sick, holidays & volunteer time-off for eligible employees
  • Mission based company + casual and entrepreneurial work environment
  • Clothing discount, dog-friendly office, company events + parties and much more
  • 401K with company match

The Reformation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or protected veteran status

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