Director, Communications & Customer Care

Big Lots - Columbus, OH

Full-time - Senior

Columbus, OH

5,001-10,000 employees

General Merchandise Retailers

About the position

The Director of Communications & Customer Care is responsible for overseeing communication strategies between corporate and store teams, ensuring an exceptional customer experience. This role leads a team focused on customer service and communication channels, developing policies and procedures that foster effective communication and align customer service standards with brand values. The director serves as the point of escalation for major issues and service disruptions, ensuring timely resolutions and continuous improvement in customer care.

Responsibilities

• Develops and implements communication strategies that ensure alignment and efficiency between corporate and store teams.
• Directs and participates in the creation, review, update, and dissemination of communications for stores.
• Reviews, approves, and offers feedback on communications and documentation produced for stores from outside the department.
• Leads gatekeeping efforts regarding store tasks and ensures reasonable scheduling for successful execution.
• Directs and ensures the proper management and maintenance of the task management platform and an online repository of digital store communications.
• Directs and leads the customer care team to ensure high levels of customer satisfaction across all channels.
• Creates, updates, and maintains performance metrics and SLAs to track customer and associate interactions.
• Designs, implements, and continually improves customer service policies, procedures, and training programs.
• Prepares, maintains, and analyzes reports regarding performance, productivity, and customer feedback.
• Conducts regular assessments of customer service feedback and store communication effectiveness.
• Develops and manages budgets for the store communication and customer care teams.
• Identifies opportunities to increase technology stability and negotiate maintenance contracts.
• Manages direct reports, including staffing, training, development, and performance assessment.

Requirements

• Bachelor's Degree or equivalent experience required.
• Minimum of 10 years' experience in communications, customer service call center, or related retail operations required.
• Minimum of 3 years of people management experience required.
• Excellent communication skills with an ability to develop clear, impactful messaging for diverse audiences.
• Excellent interpersonal, problem-solving, and conflict resolution skills.
• Skilled in managing budgets and negotiations with 3rd party vendors.
• Demonstrated experience with customer service software and communication tools.
• Ability to analyze performance metrics and data to make informed decisions.
• Project management skills with a proven ability to execute initiatives on time within budget.