Honey Baked Ham Jobs

Job Information

The Honey Baked Ham Company, LLC Director, Customer Engagement in Atlanta, Georgia

After over 60 years in business, we're still deeply committed to Making Meals Memorable. We're the home of The World's Best Ham™ and the secret to our success isn't a secret at all--it's our people. We're a high performance team committed to being authentic in everything we do and to living our Values in full view of the communities we serve. We have an entrepreneurial spirit that's brought us a lot of success and we're looking for a Director of Customer Engagement to join the team. This role is based on our customer care center in Dunwoody, Georgia and is responsible for HoneyBaked's overall customer service experience across all channels. Sets the strategy, planning and execution of all customer experience goals, initiatives and metrics.

WHAT THIS ROLE DOES

  • Directs day-to-day leadership of the responsibilities, performance management, training and development of the customer experience and contact center teams

  • Develops and manages the budget and P&L for the contact center operations

  • Responsible for seasonal operations including staffing, training and incentive plans for 150+ seasonal associates

  • Develops training programs for seasonal and year-round contact center positions; develops customer service resolution grids to ensure R&A is managed to budget; customer service intranet content management

  • Analysis and reporting of company customer service metrics to the organization; identify trends and recommended solutions and/or best practices

  • Collaborates cross-functionally to identify issues, trends and consumer insights related to all lines of business

  • Focuses on continuous improvement of customer service processes and systems

  • Manages relationship and contract negotiation with 3rd party call center

  • Manages relationship and contract with third party customer service to provide customer service programs and insights

  • Leads team that is responsible for all customer resolution including social, phone, mail, email and B2B order entry for D2C orders; overall team responsible for $15MM in sales

  • Participates on cross-functional strategic imperative teams; Leads Customer Experience Initiative

  • Manages company fundraising website program

  • Provides ad hoc support to operations for special programs such as mystery shops, IVR, etc.

  • Oversees HBH "swag" collection that is featured on internal and consumer website

YOUR TRACK RECORD

Bachelor's degree or equivalent experience, along with 5+ years' contact center management experience. Strong interpersonal, networking and influencing skills along with excellent problem solving and analytical skills.

WHAT ELSE TO KNOW?

The Director has two direct reports - a Contact Center Manager and a Customer Service Manager.

WHAT WE OFFER

Competitive salary and benefits plan, including a matched 401(k) and a culture where doing the right thing is the only thing to do...and where you can have fun (Really. It's in our Values. #notstuffy) We're proud of our company and to be an equal opportunity employer. Applicants for employment are considered without regard to race, sex, color, citizenship, national origin, religion, age, marital status, disability, military/uniformed service, sexual orientation, gender identity or expression or any other protected class under applicable federal, state or local law.

The Honey Baked Ham Company LLC is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

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