Oh Snap!
This job is no longer active - but you can still view the details below.

Vice President, Customer Service

| Chicago

Vice President, Customer Service

FTD, we are continually evolving the business by promoting a culture of service within our Call Center. Helping transforms our business through customer-meaningful solutions, prompt responses, and business-impacting results. We strive for the best end-to-end customer experiences, reinforced through the closed-loop process of communication, and flawless delivery with high perceived quality as well as value for every order.

We are searching for top-level Vice President of Customer Service to join us at FTD. You will take a leading role in building and establishing relationships with our customer base for our Floral-brand E-Commerce business. You will lead us in reimagining our Service Centers, responsible for developing and implementing multi-channel strategies. You will be responsible for providing world-class customer care programs that drive customer satisfaction and market leadership. You will improve FTD's NPS score, ultimately, bring FTD to the cutting edge of E-Commerce customer experience.

Growth & Strategy

The company will hang its hat on four primary areas of focus to win in the industry.

  1. Growing and deepening our florist relationships going back to our roots of enabling florists not just to survive but thrive as locally owned businesses throughout the continent. Offering exceptional systems and services harnessing the power of FTD's analytics, marketing, technology, and service teams.
  2. We are creating Amazing end-to-end customer experiences for our customers of florists, 3PL drop-shippers, plant, and gift businesses served by ftd.com, proflowers.com, and several other URL's.
  3. We are growing and developing partnership marketing opportunities, with Companies where flowers make sense as a complementary companion. Retail, corporate, event sites, dating sites, the possibilities are endless. Also, back-end partnerships, to enhance the customer experience for delivery, payments, distributed commerce.
  4. Modern, smart, scalable, flexible, rapid, and frequent deployment of remarkable technologies to enable all of the above.

You will contribute to building a customer-focused response team that thrives on customer satisfaction and retention as we navigate retail seasons. You will also help with;

  • Call Center Management - You will be creating a best in class integrated, modern and sophisticated customer care experience which will be the focal point of the enterprise as the company continues to evolve, consolidate and unite its global footprint into a fluid and consistent brand identity and experience with our B2B and B2C customers. Oversee all contract renewals and negotiations.
  • Digitally Curious - You will driving digital care within FTD to become a premier customer care function with a truly omnichannel approach to customer engagement and advancing the customer's willingness to recommend digital care interactions across the FTD customer base, which will inherently reduce traditional call center dependency by making the digital channels the preferred channels for customer experience into a digitally and socially focused operation.
  • Analytical - You will identifying, designing, and implementing process improvement interventions to maximize organizational effectiveness and efficiency to drive performance and deliver an exceptional customer experience using consumer insight across all channels. Advanced data analytics tools can help businesses uncover business-critical insights and gain a competitive edge. Work with internal teams to structure analytics roadmap.
  • Flexible of Mind - You will lead the focus on structural diversity defining who we are by how we serve the customer from both B2B and B2C. Your mental ability to switch from previously held beliefs to new situations, and maturing multiple concepts simultaneously, such as the rise of customer-centricity, and often criticized metrics like average handle time coupled with first contact resolution.
  • Work Ethic & Connectivity - You will be ensuring that the right people are in place and that agents are high energy, modern and can reinvent the call centers. Be a role model of courtesy and respectfulness when interacting with the team.

What we seek is a Vice President, Customer Service with the ability to handle high volume call center activity while coaching and mentoring employees and peers to succeed. These are what we are looking for;

  • To create effective partnerships with the Floral GM to ensure customer service is aligned with the voice and message of each of the FTD brands.
  • Act as ambassador and spokesperson of the Customer Care Unit into the broader business, communicating progress, challenges, and opportunities identified by the function.
  • Minimum of 10 years of relevant work experience incomparably scaled and complex multi-channel organizations, and call center Sr. level leadership experience with BPO operations.
  • Ability to set KPIs as well as metrics about the short and long-term development of new social and digital channels which effectively measure the success of the transition.
  • Advanced knowledge of voice and phone technology in a service center environment, including automated call distribution systems (ACD), and integration with corporate systems and databases.

What we offer is an opportunity to be a part of a team that shines under pressure and challenges you exceed your goals. We encourage and welcome out of the box ideas in all areas of the business as we push for efficiency and collaboration. We much enjoy all the benefits of working for a digital E-Commerce Company.

Join us and contribute to our digital transformation! While you are part Customer Service team, you will have a broader impact on the overall growth of the business. Consider joining one of the few high-traffic E-Commerce companies that can offer you the possibility of adding your fingerprint on the development and resurgence of a 109-year-old company.

Reporting to: Aimee Baldassaro, SVP, Customer Experience

Location: Downers Grove

Hours: Full-time Monday through Friday

Connect on LinkedIn with the Recruiter: Duarte R Mendonca #LI-DM1

Read Full Job Description

Technology we use

  • Engineering
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We also have an office in the heart of Downtown Chicago at 200 N LaSalle

An Insider's view of FTD

What does your typical day look like?

As Brand Manager, I am constantly working to ensure we are engaging with our consumers and living out our brand vision via all channels. My day is 100% collaborative, between meeting with channels managers, reviewing new campaign launches - building a brand takes teamwork. When you have an online business, your consumers are shopping with you 24/7,

Kristin Byrne

Brand Marketing Manager

What unique initiatives do you have that encourage innovation?

I have had the opportunity to build a platform from the ground up. Opportunities like these are few and far between in this day and age. FTD has been like a master class in leadership for me, and it has produced a fundamental mind shift for me on what leadership means.

Dimple Rao

VP of Product Management and UX Design

What's the biggest problem your team is solving?

On our FOL team, we are creating a feature complete platform migration for all of our florist sites. This is a rather large task in that most of our florist sites look like they were created in the .COM era of the internet. Our new platform will provide huge UX boons. In addition to self-improvement, it may also attract new florist partners

Michael Walsh

Software Engineer

What are FTD Perks + Benefits

FTD Benefits Overview

FTD is dedicated to you and your family. We work hard to provide a wide range of competitive and affordable health care benefits that reflect your changing needs. Our goal is to empower you with the resources and flexibility you need to live well, be well. The benefits you elect will start the first day of the month following the date of hire.
Our benefits offerings include medical, prescription, dental and vision coverage, a company contribution to a Health Savings Account (HSA), life, accident, and disability insurance, paid time off, and tuition reimbursement. We are committed to providing fair compensation to all of our employees, including performance-based compensation incentives for many of our positions. FTD, Inc. is a premier floral and gifting company. We offer very generous employee discounts on our FTD.com and Proflowers brands.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
If you are eligible for benefits, you can enroll in an FSA regardless of whether or not you are enrolled in FTD’s medical plan.
Disability Insurance
FTD offers short and long term disability at no cost to you. The disability benefits will replace up to 67% of your weekly base income up to $2,500/week for STD and up to $10,000/month for LTD.
Dental Benefits
FTD offers two great dental plans through Aetna. A Dental HMO with co-pays where you choose your Primary Care Dentist and a Dental PPO which has benefits in and out of network.
Vision Benefits
FTD offers vision coverage through Eye Med which offers a broad network of nationwide providers to choose from to meet your vision needs. Retailers such as LensCrafters, Pearle Vision, , and JCP
Health Insurance Benefits
FTD offers three medical plans through Aetna to choose from including one EPO where you choose a Primary Care Physician and two PPO High Deductible Health Plans (HDHP)
Life Insurance
For employee coverage of 2x base salary up to $600,000. *Per IRS regulations, the cost FTD pays for coverage above a certain level is considered “imputed income,” and is included on your W-2.
Wellness Programs
We know how important wellness is to your overall success. The FTD Wellness program is here to help you identify and achieve your health and wellness goals.
Onsite Gym
Our One North Dearborn location offers an onsite state-of-the-art fitness center, cycle center and bike room.
Retirement & Stock Options Benefits
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on the department and role, FTD offers some scheduling flexibility. We also offer summer hours so that our team members can enjoy extended weekends and fun in the sun with family and friends
Remote Work Program
Family Medical Leave
Care for yourself or a family member who is seriously ill, to care for a newborn or newly adopted child, or to attend to the affairs of a family member who is called to active duty in the military.
Vacation & Time Off Benefits
Generous PTO
FTD recognizes 9 paid holidays each calendar year and allows employees to take time off for vacation, personal responsibilities and sick time.
Paid Holidays
FTD recognizes 9 paid holidays each calendar year.
Paid Sick Days
Perks & Discounts
Casual Dress
FTD allows employees to wear casual workplace attire every day, not just Fridays!
Commuter Benefits
Take advantage of the pre-tax benefit, you may elect up to the IRS limit of $260/month for transit and $260/month for parking.
Free Daily Meals
During FTD’s peak season such as Valentine’s Day, Mother’s Day, and Christmas FTD often provides lunch to thank employees for their hard work (along with the occasional just because lunch).
Game Room
Our game room includes Ping Pong.
Some Meals Provided
We provide food during Peak Season.
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Up to $2,500 after one year of employment
Promote from within
Online course subscriptions available
More Jobs at FTD19 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Marketing
Operations
Project Mgmt
Sales
Data + Analytics
new
Chicago
Developer
new
Chicago
Design + UX
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Operations
CSR
new
Chicago
Operations
new
Chicago
Project Mgmt
new
Chicago
Sales
new
Chicago
Marketing
new
Chicago
Data + Analytics
new
Chicago
Marketing
new
Chicago
Finance
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago