Asst. Manager, Customer Success- Direct-to-Consumer (DTC)

Since 1920, New Era has been hand-crafting the finest headwear and apparel in the world. New Era employees are masters of their craft. We are innovators, architects of culture, experts, and forward thinkers. We demand excellence because we pride ourselves on the quality of our products and the authenticity of our brand. Every day at New Era is a new experience because we are redefining what it is to be a lifestyle brand.

This family-owned business was built on the hard work and dedication of our employees. The creativity, innovation, and passion our teams of people around the globe bring every day have made New Era what it is today.

Apply to join New Era's team!

Asst. Manager of Customer Success will assist in leading our Direct-to-Consumer (DTC) customer success team. The ideal candidate will play a pivotal role in understanding our customers' needs, driving customer satisfaction, and fostering loyalty. This role is critical in identifying upsell opportunities, recommending strategies for long-term retention, and implementing initiatives that create moments of "surprise and delight" to enhance the customer experience.

Responsibilities

• Leadership & Team Management:
  • Lead, mentor, and develop a team of Customer Success Specialists to ensure they provide exceptional service and support to DTC customers
  • Set clear performance expectations, conduct regular team meetings, and provide ongoing feedback and coaching to team members
  • Foster a customer-centric culture, encouraging the team to go above and beyond to surprise and delight customer
• Customer Understanding & Success Strategy
  • Deeply understand customer needs, preferences, and pain points through direct feedback, data analysis, and customer interactions
  • Implement customer success strategies that align with New Era's DTC business goals, ensuring we meet and exceed customer expectations
  • Collaborate with cross-functional teams (e.g., sales, product, and marketing) to identify and implement personalized, surprise-and-delight initiatives that create memorable experiences and foster customer loyalty
• Customer Engagement, Loyalty & Upsell
  • Proactively engage with key DTC customers to understand their needs, address concerns, and ensure they receive maximum value from our products
  • Identify opportunities for loyalty programs and upselling by analyzing customer behavior, purchase patterns, and feedback
  • Work with the sales team to identify and create targeted upsell and cross-sell opportunities, while ensuring a seamless customer experience
  • Implement strategies to increase customer lifetime value, drive repeat purchases, and boost brand advocacy through personalized communication, loyalty-building campaigns, and other engagement initiatives
• Surprise & Delight Initiatives
  • Collaborate with marketing and other departments to create and execute programs that surprise and delight customers, such as personalized gifts, exclusive offers, and unexpected product upgrades
  • Ensure the team is equipped to deliver delightful moments in customer interactions, turning everyday touchpoints into extraordinary experiences
  • Leverage customer feedback to continuously refine and evolve these initiatives to maintain a fresh, exciting approach to customer satisfactio
• Performance Monitoring & Reporting
  • Track and report on key performance indicators (KPIs) related to customer success, including customer satisfaction scores, retention rates, upsell conversions, and lifetime value
  • Provide regular updates to senior management on the progress of customer success initiatives and suggest data-driven improvements
  • Utilize CRM and customer analytics tools to monitor interactions, track issues, and gather insights for ongoing optimization
• Cross-functional Collaboration
  • Work closely with product development to provide customer insights that inform product enhancements and innovations, ensuring our offerings are aligned with customer needs
  • Partner with the marketing team to craft campaigns that drive loyalty and engagement through customer-specific offers and value-add initiatives
  • Collaborate with sales and fulfillment teams to ensure seamless onboarding of new customers and smooth execution of surprise-and-delight moments
• Keep all sensitive matters confidential
• Other duties as assigned

Knowledge, Skills and Abilities

• Strong ability to analyze customer data, identify patterns, and translate insights into actionable strategies for upsell and retention
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams
• Strong problem-solving skills, a customer-first mindset, and a passion for delivering delightful experiences
• Ability to thrive in a fast-paced, dynamic environment

Education and Experience

• Bachelor's degree in Business Administration, Marketing, or a related field; relevant job experience in lieu of degree will be considered
• Three (3) to five (5) years of experience in in customer success, account management, or a related field, preferably within a DTC or e-commerce environment
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and other customer success tools

Travel Requirement

• 0% to 5%; domestic and/or global

New Era Cap, LLC is an Affirmative Action and Equal Opportunity Employer that believes in inclusion and does not discriminate against any candidate or employee on the basis of race, color, sex, age, religion, national origin, sexual orientation, gender identity, disability, veteran status, genetics, or any other basis protected by applicable local, state or federal laws."

The salary range for this posted position is $60,000 - $70,000 (plus bonus & benefits) and pertains to candidates located in Western New York. Actual compensation is determined by a wide array of factors including but not limited to skill set, education, essential job duties and requirements, and necessary experience.

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