Hallmark Cards Consumer Care Experience Director in Kansas City, Missouri

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Date: Apr 16, 2018

Location: Kansas City, MO, US, 64108

Company: Hallmark

The Consumer Care Experience Director will build, launch and lead Hallmark’s new customer care ecosystem and operations. This work will span across existing offerings including 1-800-HALLMARK, Hallmark.com, Hallmark Labs, Crown Media and Hallmark Baby. This role will add value to the Hallmark customer experience by developing a best-in-class Customer Care organization that reflects the Hallmark brand and our Beliefs & Values.

Responsibilities include:

  • Develop Customer Care Strategy - Create and execute the Hallmark Customer Experience strategy and bring the organization along. The Consumer Care Experience Director will work across the Hallmark portfolio of businesses to create a unified customer care strategy and customer care experience. Implements a consistent measurement for the voice of the consumer.

  • Build Ecosystem & Operations - Develop customer care ecosystem across channels and portfolios of business. Scale according to the business and channel needs.

  • Thought Leadership - Brings a deep understanding of the customer care landscape and stays abreast of trends and opportunities in the space. Adapts this knowledge to Hallmark’s benefit.

  • Customer Experience - Ensures consumers have a consistent experience across all of Hallmark’s care centers. Aligns the customer experience strategy with the needs of the business and key stakeholders.

  • Drives Organizational Capability - Drives continuous improvement and efficiencies beyond immediate scope of responsibility. Develops key performance indicators to drive capabilities and evolve the customer experience. Drives results through innovation and pivoting rapidly when necessary. Minimizes disappointments and aims for quick wins to generate momentum and organizational support.

  • Collaboration - Collaborates with leaders to ensure business priorities are delivered on while acting as the voice of the customer and elevating the Hallmark customer experience. Works to resolve issues across businesses and offerings. Partners closely with IT and Insights & Analytics organizations.

  • Provide Data Driven Recommendations - Measures and adjusts as needed to gain the best return for the business. Utilizes data to inform, develop and adjust customer care strategy.

  • Leadership – Creates a collaborative environment and builds strong relationships across the organization and Hallmark portfolio of businesses. Manages team (direct and indirect) to deliver upon established metrics/goals/revenue targets.

Requirements:

To be considered an applicant for this position you must show how you meet the basic qualifications of the job in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. Individual file size attachment limit is 10 MB.

In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and background checks.

BASIC QUALIFICATIONS

  • Bachelor’s degree

  • 10 year’s experience leading a customer care organization

PREFERRED QUALIFICATIONS

  • Previous experience in a brand/retail environment

  • Strong affinity and understanding of the Hallmark brand

  • Experience with consumer care strategy roadmap development and delivery

  • Previous experience leading and transforming a customer experience initiative

  • Strong understanding of LEAN

  • Strong analytical and critical thinking skills. Proven experience in using data to drive outcomes.

  • Flexible and collaborative approach to problem solving

  • Ability to influence multiple internal and external stakeholders

  • Strong project management skills

  • Business ecosystem orientation. Ability to effectively work within and across Hallmark’s portfolio of businesses

  • Enterprise change management experience

ADDITIONAL DETAILS

Relocation will be available and provided for selected candidate.

Hallmark believes in enriching the lives of our employees by offering benefit programs to help you:

  • Take care of you and yours: We offer comprehensive medical, dental and vision benefits, as well as discounts on elder care, child care, education assistance and adoption assistance.

  • Save for your future: Through profit sharing, you share in the success of Hallmark. We also offer a 4% match on 401(k) contributions.

  • Enjoy your time: Maximize your work-life balance through Paid Time Off (PTO), paid holidays, community volunteer opportunities and discounts on product, entertainment venues, amusement parks and sporting events.

  • And More! (Like an on-site cafeteria, free parking, access to Crown Center and a fitness center.)

Hallmark is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status. Principals only please.

Nearest Major Market: Kansas City

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