At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you’ll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you’ll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.
As the Customer Experience Associate Manager, you will be responsible for overseeing and maintaining YETI EMEA’s customer experience to ensure the highest level of customer satisfaction. You will lead a team of customer service representatives, execute and maintain the CX strategy defined by the Global CX team, manage day-to-day performance, and act as a key operational partner to ecommerce, operations, logistics, and vendor management teams.
Reports to: Director of Supply Chain EMEA.
Key Responsibilities:
Team Leadership:
Lead, coach, and motivate a team of customer service representatives to achieve performance goals and deliver exceptional service.
Partner closely with Vendor Management to review performance and service quality of partner agents.
Review and submit agent feedback
Monitor and assess quality scores and performance insights
Identify trends, address performance gaps, and escalate issues as needed
Validate BPO performance inputs for Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs)
Provide ongoing training, guidance, and feedback to enhance team members' skills and knowledge.
Foster a collaborative, structured, and performance-driven team environment.
Customer Service Strategy:
Implement and maintain customer service strategies, policies, and procedures as defined by the Global CX team, ensuring consistency across EMEA.
Ensure day-to-day operations align with established CX frameworks, workflows, and service standards.
Identify operational gaps or risks and raise recommendations to relevant stakeholders for review.
Customer Issue Resolution:
Act as an escalation point for complex or high-impact customer inquiries and complaints, ensuring timely and effective resolution.
Collaborate closely with ecommerce, operations, logistics, and supply chain teams to resolve customer-impacting issues.
Ensure customer service teams have the appropriate tools, documentation, and processes to resolve issues efficiently.
Support omnichannel customer inquiries across email, contact forms, chat, and phone, ensuring prompt, accurate, and brand-aligned responses.
Order Management Oversight:
Oversee end-to-end order management operations, ensuring the order pipeline flows smoothly without disruptions.
Monitor and escalate where necessary operational issues such as:
Inventory shortages and backorders
Delayed or blocked orders
Returns processing timelines and exceptions
Validate reports on order production and shipping issue trends, identifying recurring problems.
Work with logistics, operations, and supply chain teams to resolve issues and support implementation of process improvements.
Quality Assurance:
Monitor and evaluate customer interactions to ensure service quality and adherence to company standards.
Review quality results across internal and BPO teams, identifying trends and improvement areas.
Support corrective actions and performance improvement initiatives where required.
Customer Service Metrics and Reporting:
Own daily monitoring of omnichannel performance, including email, contact forms, chat and phone.
Maintain and track existing customer service KPIs, ensuring service levels are consistently met.
Prepare and deliver weekly and monthly performance reports, highlighting trends, risks, and operational insights for management.
Validate data accuracy and performance inputs for leadership reporting, including WBRs and MBRs.
Qualifications and Skills:
Proven experience (4 years) as a Customer Service Manager or similar role within an online retail or DTC environment.
Experience managing or supporting BPO / outsourced customer service teams is a bonus.
Experience in attending to customer inquiries and issues across various channels, including tickets, phone, and chat.
Excellent leadership and people management skills, with the ability to inspire and develop a high-performing team.
Strong understanding of customer service principles and practices, with a customer-centric mindset.
Exceptional communication and interpersonal skills, both written and verbal.
Proficient in using customer service software, ticketing systems, and CRM tools. Ideally, Zendesk, Shopify, parcelLab, Klayvio.
Comfortable working with reporting dashboards, QA tools, and performance scorecards.
Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
Demonstrated problem-solving skills and ability to handle challenging customer situations.
Knowledge of online retail platforms, e-commerce processes, and customer service best practices.
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Benefits & Perks:
Click here to learn about the benefits and perks we offer at YETI.
YETI is proud to be an Equal Opportunity Employer.
Our commitment to creating a diverse, equitable, and inclusive culture is at the center of everything we do for our employees. We embrace all applicants looking to bring their authentic selves to YETI and contribute to our mission of keeping the wild WILD. Find out more about our commitment to DE&I at yeti.com/esg.html.
All applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws.
YETI welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require accommodation in order to apply for a job, please contact us at accommodationrequest@yeti.com.