Since 1986, FCP Euro has become the leading online catalog store for OEM and Genuine replacement parts for European cars. Check out our website www.fcpeuro.com.
Because of unprecedented growth, we’re expanding our company with new products and we’re growing fast! With the right people, we’re convinced the next few years will be an exciting growth phase. To meet this challenge, we’re looking for a eCommerce Marketing Analyst.
What's the culture and personality at FCP Euro?
At FCP Euro, we’re not just the usual corporate jargon. We're big on hiring for chemistry, fit, CULTURE, and compatibility and then teaching the appropriate skills for each position. The FCP Euro culture is huge!
Right now we’re in one of the most exciting growth phases in our history. You’re going to feel that urgency, fast pace, and energy if you become part of the FCP family. Everyone has an opportunity to grow with us, especially people who show entrepreneurial spirit, ambition, and smarts.
Web Inquiry Manager
The Web Inquiry Manager at FCP Euro is responsible for
Manage, Improve and Sustain FCP Euro Customer Ticket Process
Schedule’s team to ensure answer time less than 10 minutes during work hours and less than 6 hours during non work hours
Holds all team members to FCP Euro Service KPI’s (NPS, Stella Connect, etc)
Continuously creates and improves macros to improve one touch resolution
Removes Phone Agents 100% from web inquiry responsibility
Develops and Improves FCP Euro Euro’s Customer Ability to Self Serve
Improves and Maintains FCP Euro’s FAQ Section
Improves and Maintains FCP Euro’s Answer Bot
Researched and Makes case for Live Web Agent Help
Coordinates with Dev Team to create a more responsive customer experience using FCP Euro’s website the single source of truth
Helps reduce FCP Euro’s inquiries as a % of visits to less than 0.5%
Helps reduce ticket touches per agent to less than 1.15 per resolution
Manages all Forum and Social Media Responses and Mentions
Make sure all online PM’s (Social and Forums) receives timely and accurate responses
Develops and Maintains Social Media and Forum dashboard to assure all bases are covered
Monitors and replies when needed to all customer service social media references
Conduct Usability Studies, Collects Feedback and Executes Plan to Improve Online Customer Experience
Does quarterly usability studies of frequently visited site pages
Presents findings to Customer Experience and Development team
Suggests improvements based off usability findings
Coordinates with Dev team to execute plan to improve site self service
Recruits and Develops Team that Provides Industry Best Service
Continuously recruits and keeps a well lubricated pipeline for FCP Web Team
Requires all team members to maintain a minimum 4.75 stella connect score
Also Manages and develops team to maintain NPS score of 90%+
Identify and develop key candidates for specialized or lead positions to push the department forward
Develops and tracks team KPI’s and assesses weekly
Coordinates with Customer Experience Director to develop headcount model for a forward looking 12 months
The Web Inquiry Manager reports to the Customer Experience Director
Salary Range: $50k - $65k based on experience
We look forward to hearing from you!