Full-Time

Senior Manager

Client Services

Posted on 8/28/2024

The Honest Company

The Honest Company

201-500 employees

Eco-friendly consumer goods and subscription services

Consumer Goods

Compensation Overview

$98k - $115kAnnually

+ Annual Incentive Plan + Equity + Employee Stock Purchase Plan

Mid, Senior

Culver City, CA, USA

Hybrid position based in Playa Vista, CA.

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Communications
Requirements
  • Bachelor’s Degree/or equivalent experience is preferred
  • 4+ years of managerial experience in a call center environment
  • Exceptional written and oral communication skills
  • Extensive experience managing and coaching a team through an evolving CX environment
  • Proven ability to deliver results in a high volume, customer-focused environment while supporting a team and elevating CX to the next level
  • Experience collaborating at the executive level in a long-term, strategy-driving capacity
Responsibilities
  • Manage the Client Services team; mentoring and training team members to ensure that all representatives are providing excellent service to customers
  • Coach, motivate and mentor Client Services Team Leads
  • Develop strategic and operational plans for measuring and improving performance
  • Drive performance on written and phone channels against department/individual performance metrics
  • Reduce ASA; AHT and improve agent performance to meet team metrics
  • Implement NPS scoring/tracking system across email & phones
  • Pro-actively work with Product team to compile answers to FAQ’s and communicate product launches to team
  • Track customer sentiment and communicate to the team via weekly team huddles/monthly team meetings
  • Participate in 1:1’s with agents/team leads and effectively communicate performance to each agent/TL to support growth and employee development throughout the year
  • Align with warehouse re: damage/loss stats and customer feedback
  • Partner with Associate Director to serve as CS liaison w/SCM and other key internal business partners
  • Report on YoY performance stats; reduce COS; increase GP margins through reduction in comp freight/discounts/credits where possible
  • Implement cross training program within the department for all channels (phone; email; social; chat)
  • Manage BBB complaints and track YoY

The Honest Company provides eco-friendly consumer goods, focusing on beauty, baby, and cleaning products. Their products are made with clean, safe ingredients and are dermatologist-approved, appealing to health-conscious consumers who value sustainability and ethical practices. The company operates a direct-to-consumer model through its website, offering subscription services like the Diapers & Wipes Bundle, which allows customers to save on regular shipments. This approach not only ensures a steady revenue stream but also encourages larger purchases with free shipping on orders over $50. The Honest Company stands out from competitors by emphasizing transparency, social justice, and human rights in its operations, aiming to deliver high-quality products while maintaining ethical practices throughout its supply chain.

Company Stage

IPO

Total Funding

$489.3M

Headquarters

Los Angeles, California

Founded

2012

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for bilingual products can expand The Honest Company's market reach.
  • Experiential retail spaces offer opportunities for enhanced customer engagement and brand presence.
  • Rising interest in subscription models allows expansion beyond diapers and wipes.

What critics are saying

  • Increased competition in the eco-friendly market may dilute The Honest Company's market share.
  • Jessica Alba's departure could impact brand perception and customer loyalty.
  • Rising digital advertising costs may challenge the direct-to-consumer sales model.

What makes The Honest Company unique

  • The Honest Company offers eco-friendly products across beauty, baby, and cleaning categories.
  • Their subscription model provides a steady revenue stream with customizable product bundles.
  • The company emphasizes transparency and ethical practices, appealing to health-conscious consumers.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Wellness Program

Gym Membership

Professional Development Budget

Unlimited Paid Time Off

Flexible Work Hours

Parental Leave

Pet Insurance

INACTIVE