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About the Role
Aimé Leon Dore is seeking a Customer Experience Manager to oversee and resolve customer issues across all channels, supporting the end-to-end customer journey. This role acts as a central point of contact for customer concerns, ensuring brand-aligned responses and partnering with internal teams for a smooth customer experience.
Responsibilities
- Lead, mentor, and develop a high-performing CX team, fostering a customer-first mindset.
- Address a broad range of customer concerns, including post-purchase questions, product issues, service complaints, delivery delays, order discrepancies, store interactions, and general feedback.
- Maintain ALD’s service tone and brand voice in all digital communications while delivering efficient, solutions-oriented resolutions.
- Serve as the primary CX liaison with internal teams to ensure voice-of-customer insights are shared and actioned.
- Partner with all internal teams to align CX initiatives with product rollouts, marketing campaigns, and operational changes.
- Work with fulfillment, logistics, and operations teams to troubleshoot order-related concerns.
- Support operational and service improvements by documenting issue trends and proposing workflow enhancements.
- Identify, lead, evaluate, and deploy workflow automation, AI/chatbot integration, and process digitization.
- Monitor, analyze, and report on key CX metrics to inform strategy and performance.
- Champion a culture of continuous improvement, proactively identifying friction points and implementing solutions.
- Establish, track, and exceed departmental and personal KPIs.
Requirements
- 3–5+ years in customer experience, customer service, hospitality, retail support, or digital support roles.
- Strong written communication skills with the ability to convey clear, professional, brand-aligned responses.
- Experience managing high-volume customer inquiries with accuracy and empathy.
- Experience with Gorgias, ERP, 3PL Warehousing and Shopify preferred.
- Ability to collaborate effectively, hold others accountable, and take ownership of function.
- Strong problem-solving skills with the ability to navigate complex customer concerns.
- Organized, detail-oriented, and able to manage multiple open cases simultaneously.
Skills
- Customer Experience
- Customer Service
- Hospitality
- Retail Support
- Digital Support
- Written Communication
- Collaboration
- Problem-Solving
- Organization
- Detail-Oriented
- Gorgias
- ERP
- 3PL Warehousing
- Shopify
Location
- New York, New York
Work Type
- Full-time
Experience Level
- 3-5+ years
Salary/Compensations
- $80,000 - $90,000
About the Company
- Aimé Leon Dore is from Queens, NY. With a strong focus on simple yet powerful design, we are driven to create timeless work by portraying an aesthetic that is uniquely our own.