Susie Legaux
Director of Guest Services @Magnolia
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WORK HISTORY
Director of Guest Services @Magnolia
Knoxville, TN, US
Leading the full Guest Services function for Magnolia, overseeing voice, email, chat, and claims support across Magnolia.com, Magnolia Table, and experiential locations. Responsible for team development, operational excellence, and delivering exceptional guest experiences that reflect the Magnolia brand.• Oversee a multi-channel support team, managing day-to-day operations, staffing, and performance for a high-volume contact center.• Drive guest satisfaction through process improvements, team coaching, and technology adoption.• Champion a culture of accountability, inclusion, and guest-first service, with a strong focus on professional development and leadership modeling.• Collaborate cross-functionally with eCommerce, Marketing, IT, and Executive teams to align service strategy with broader business goals.• Own performance reporting, executive updates, and continuous improvement planning to enhance CSAT, reduce response times, and streamline workflows.Key focus areas: Strategic leadership · Customer experience transformation · People-first team culture · Operational efficiency · Cross-functional partnership
EDUCATION
Southern Methodist University
Bachelor's degree, Broadcast Journalism with a minor in Marketing
SKILLS
ABOUT SUSIE LEGAUX
Strategic and people-centered leader with a proven ability to drive results through vision, values, and team alignment. Known for building inclusive, accountable cultures and leading with a strong sense of purpose, I blend high-level strategy with hands-on execution. My leadership is anchored in developing people, optimizing performance, and navigating complexity with clarity. Top Strengths: Strategic Thinking • Team Development • Operational Execution • Values-Based Leadership • Change Management • Guest Experience
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