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Manager
ModCloth
Pittsburgh, PA, United States
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ModStylist Manager
ModCloth is an innovative, digital-first lifestyle brand committed to inspiring personal style and helping its community of customers feel like the best version of themselves. We offer a whimsical design aesthetic featuring feminine silhouettes and bright, colorful prints. The company designs and sells its own exclusive line of apparel in a full range of sizes, and carries a unique assortment of fashion and home decor from over a hundred independent designers.
The ModStylist Manager is responsible for leading a team of ModStylists dedicated to providing the most engaging, accurate and personal product and styling information to our customers. They are also charged with implementing and maintaining a comprehensive, brand-appropriate product knowledge program to all Customer Care team members. They will strategize on program elevation, clienteling/customer relationships, and improved sales performance on the ModStylist team.
Reporting to the Director of Customer Care, the ModStylist Manager is responsible for driving strategy, innovation, and performance for the ModStylist team, in addition to supporting the high-level goals and performance expectations of ModCloth. This person will be charged with driving a culture of a personalized service, identifying opportunities for ModStylists to drive conversion contributing to overall sales goals of the company.
What you'll do...
• Develop and implement innovative ModStylist strategies, priorities, goals and processes that drive an amazing service experience for our customer
• Lead the team’s priorities, vision, and culture while identifying opportunities for continuous improvement
• Provides coaching to achieve high performance and structures the training agenda to meet the individual’s needs
• Initiate cross-training programs with other teams to execute on the company’s overall product and customer experience strategy
• Lead the development and ongoing management of product knowledge training
• Work with BI to understand conversion and AOV trends for the total team and for individual team members
• Partner cross-functionally with Marketing, Retail, Merchandising, and Technology to develop tactical and strategic operational plans
• Maintains in-depth knowledge of ModCloth product and design strategy, unique selling proposition, and marketing plans, using this information to define strategic direction for the ModStylist team
• Conduct performance reviews on all team members and develop individualized performance plans focused on goals and personal growth
• Research, vet, and propose new technology solutions to enhance customer service and segmenting capabilities as well as our ability to anticipate customer needs
You have...
• 5+ years experience in Retail Management
• Well-versed clienteling strategies
• Excellent written and oral communication skills Strong attention to detail
• Ability to facilitate meetings and feedback sessions
• Ability to thoroughly articulate strategies and objectives
• Strong management and organizational skills Ability to drive towards decisions with many decision makers
• Strong customer focused service vision
• Willingness to take risks and brainstorm innovative features
• Analytical and problem solving skills
• Ability to create tests and experiments to prove success/value
• Ability to analyze data to drive future decisions
• Demonstrates agility to adjust to the fluid demand of a retail/contact center environment
• Desire to cultivate and model a leadership style that is consistent with our culture and creates a highly motivated and engaged team
Nice to have...
• 2+ years experience managing in contact center environments
• Prior experience in women’s retail
• Working knowledge of Salesforce, Tableau, Google Suite, Microsoft Excel