James Dirck
Senior DTC Experience Manager at DVF (Diane von Furstenberg)
- Role
- Senior Dtc Experience Manager at DVF (Diane von Furstenberg)
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
Experience
Senior Dtc Experience Manager
May 2017 — Present · New York, NY, US
Managing a team of Client Experience Specialists, as well as hiring / training new employees• Handling all escalations from clients • Maintaining lines of communication with our 3PL to ensure adequate coverage by projecting order volumes, as well as ensuring fulfillment and return processing is within SLA• Assisting with all elements of the order process for our e-commerce website (invoicing orders, handling payment errors, chargebacks, inventory reconciliation, correcting return issues, overseeing uploads to the 3PL’s system, handling of defective and damaged pieces)• Aligning with development and applications IT Teams to ensure all operational functions, online features and 3rd party partners are working properly / consistently improving efficiencies • Regularly meeting with senior management to improve Client Experience for the brand. Assisting in rolling out all new projects / systems for the e-commerce department - including introducing new vendors to improve business operations • Building out the commission structure for the team, ultimately transitioning the department to a hybrid CX / Sales team• Pulling reports to monitor KPIs / always working to improve the overall performance of the department• Reviewing client feedback / reviews to supply suggestions for future launches, promos and improving client interaction / experience on our website, as well as in brick and mortar locations. Managing product reviews • Styling customers and assisting with fit advice, as well as providing care for trouble with the website and a variety of additional order issues• Operating our Loyalty program, assisting to consistently improve the benefits for the business and the company• Overseeing operations at our retail Flagship location, generating training guides for stylists and training• Aiding with planning and executing marketing events and representing the company through external networking events
Education
Pace University
Bachelor’s Degree, Acting, English
2010 — 2014
Skills
- Writing
- Editing
- Microsoft Word
- Team Leadership
- Customer Service
- Public Speaking
- Research
- Event Management
- Microsoft Excel
- Retail
- Employee Training
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