Join arenaflex, a leading luxury retail brand, as we continue to redefine the art of customer care in the digital age. As a Manager of Digital Customer Care in our Atlanta office, you will be at the forefront of delivering exceptional, personalized experiences to our discerning customers. If you're passionate about leading high-performing teams, driving innovation, and making a lasting impact on customer satisfaction, we want to hear from you.
**About arenaflex**
arenaflex is more than just a store – we're a story that has captivated the hearts and minds of America for over 160 years. Our legacy is built on a foundation of innovation, tradition, and a commitment to delivering unforgettable experiences. As a leader in the luxury retail industry, we're dedicated to making fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives.
**Job Overview**
As a Manager of Digital Customer Care, you will lead a high-performing team of service professionals, inspiring them to deliver luxury-level care that is personal, thoughtful, and distinctly arenaflex. This role is not just about answering inquiries; it's about leading people to transform the everyday into something extraordinary. You will be responsible for developing your team's skills, mindset, and performance, enabling them to exceed expectations across voice, chat, and email channels.
**Key Responsibilities**
* Lead a team of 20-30 colleagues, championing a positive, customer-obsessed culture and serving as the primary leadership presence and role model within the environment.
* Develop and empower team members to exceed performance expectations, while consistently sharing progress, insights, and opportunities with key business partners.
* Foster a supportive, accountable environment by addressing challenges with empathy and clarity, offering timely feedback, coaching, and guidance to support individual and team growth.
* Assist in developing, improving, and implementing processes that enhance both the colleague and customer experience.
* Build strong relationships and collaborate with team members across multiple divisions (MCCS and Stores), both in-person and remotely.
* Suggest methods to improve operational areas.
* Lead inclusive hiring and onboarding practices that attract top talent and foster a welcoming, learning-focused environment, ensuring new team members feel valued, supported, and equipped to deliver exceptional customer care from day one.
* Serve as a trusted escalation point for complex customer concerns, resolving issues with empathy, urgency, and a commitment to delivering an elevated, luxury experience that reinforces customer trust and loyalty.
* Manage and lead special projects to enhance the department's overall performance.
* Maintain regular, dependable attendance and punctuality.
**Essential Qualifications**
* Inspirational Leadership & Team Empowerment: Demonstrated ability to lead with empathy and purpose, cultivating a high-performing team culture rooted in trust, accountability, and continuous growth.
* Strategic Communication & Relationship Building: Exceptional interpersonal skills to foster meaningful connections with team members, cross-functional partners, and stakeholders. Proficient in articulating vision and feedback clearly, ensuring alignment and collaboration across all levels of the organization.
* Customer-Centric Mindset: A deep commitment to placing the customer at the heart of every decision. Experienced in resolving complex customer issues with grace and urgency, consistently exceeding expectations to build lasting loyalty.
* Innovative Problem-Solving & Decision-Making: A proactive approach to identifying challenges and implementing creative solutions. Capable of navigating ambiguity with confidence, making informed decisions that enhance both customer satisfaction and operational efficiency.
* Analytical Acumen: Strong analytical skills to interpret data, track performance metrics, and inform strategic initiatives. Proficient in leveraging insights to drive improvements in service delivery and team effectiveness.
* Organizational Excellence & Time Management: Ability to prioritize tasks effectively in a dynamic environment. Skilled in managing multiple responsibilities while maintaining a focus on quality and attention to detail.
* Technical Proficiency: Comfortable navigating various digital platforms and tools essential for modern customer care operations. Quick to adapt to new technologies that enhance service delivery and team collaboration.
**Preferred Qualifications**
* Candidates with a High School diploma or equivalent are encouraged to apply. 1-2 years of direct experience required.
* Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
* Able to work a flexible schedule based on department and company needs.
**What We Can Offer You**
Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.
Some additional benefits we offer include:
* Merchandise discounts
* Performance-based incentives
* Annual merit review
* Employee Assistance Program with mental health counseling and legal/financial advice
* Tuition reimbursement
**Access the full menu of benefits offerings**
**About arenaflex**
Now is an exciting time for a arenaflex career as we continue to focus on creating exciting and memorable experiences for every arenaflex customer, whether their journey starts online or in the store. Our opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas let you express your creativity and commitment to excellence, grow your career and make a difference to your arenaflex colleagues and customers.
**Bring your creativity, energy, and ideas to the arenaflex team – Apply Today!**
**Expected salary:** Competitive salary range based on experience.
**Location:** Atlanta, GA.