Director of Client Experience

Director of Client Experience

Boston, MA

Description

Founded in March of 2015 , M. Gemi is a line of shoes made the old way, by hand, in Italy, sold the new way: direct to consumer, with new drops of limited edition styles every Monday, at what had previously been historically impossible prices.

We’re inspired by beauty, passionate about Italian craftsmanship, and devoted to supporting family-owned workshops. Also, we’re obsessed with shoes, and dedicated to delivering them at a price that feels unfairly good.

Our team—located in Boston, New York, and Florence—is comprised of outstanding talent that crosses the spectrum and is united in our devotion to quality and innovation at every touch point, from unparalleled client service to disruptive retail experiences, and of course, creating exceptional products, from shoes to store to website. We seek highly ambitious, creative problem solvers to join our quickly growing team. To learn more visit: www.mgemi.com

The Role

● Work in conjunction with the leadership team in the creation, implementation and management of operations plan and strategic roadmap of client services
● Responsible for driving service and sales performance metrics impacted by the CX function
● Drive the next phase of Client Services Operations including building an outbound sales function, upholding standards of service, and providing an exceptional fit and styling experience that supports repeat sales and customer loyalty
● Responsible for the recruiting, management and career development of a growing team.
● Partner with Product and Engineering teams to make recommendations and create solutions for operational excellence
● Gain an understanding of our business, clients, and our domain allowing you to use your judgment and make autonomous decisions

Requirements

About You
● 7-10 years of experience in managing a customer facing operation
● You understand the meaning of high touch and get exceed about exceeding the expectations of a client
● You are a leader, a teacher and coach.
● You are motivated by crushing goals and continuously push yourself and team to the next level
● You have experience inventing or reinventing clientele and outbound sales models
● Have a strong focus on quality and a desire to get things done in the best possible way
● You’re interested in the transparency behind brands and the opportunity to innovate in consumer industries that are ripe for disruption

Benefits

What’s in it for You?

● Visibility and impact: Play a lead role in the development and advancement of an outbound sales strategy
● Innovation: You will work for a brand that is reinventing retail and will master a seamless and optimal client omni channel experience
● Forward momentum: An impactful role in a well-funded startup by top tier VCs.
● Continuous learning: You’ll be joining the company early so there are lots of challenges for you to have a meaningful impact on as we learn and solve them together
● Love of la dolce vita: Celebrating the many special and inspiring aspects of Italian culture
● An artistic mission: Believe and support the tradition of old world artisans and craftsmanship
● Building team culture: Impact and help shape our corporate culture
● Equity compensation as part of compensation package