Director, Direct-to-Consumer Call Center

Varsity BrandsFarmer's Branch, Texas | November 22, 2021

The Company

BSN Sports is the leading direct marketer and distributor of sporting goods to the school and league markets in North America, and with ~$1.3 billion in revenue, is the largest division of Varsity Brands. The company reaches its individual and institutional customers via direct sales, catalog, and e-commerce channels. BSN has grown substantially in the years prior to acquisition by Bain, largely through acquisition of smaller competitors. BSN’s growth has continued post-pandemic: The company expects to achieve a record year for both sales and external acquisitions.

The Role

BSN Sports is seeking a new Director, DTC Customer Service to consolidate existing Customer Service operations associated with their exisitng DTC businesses (My Team Shop, Fancloth, and Sideline) and optimize for future growth. The new Director will be responsible for all customer service functions for the three BSN DTC business, reporting the Senior Vice President, Operations and will oversee a 20 person team of existing BSN team members and another dedicated 20 team members from a third-party provider headquartered in South Africa. The position is based at company headquarters in Farmers Branch, TX (near Dallas.)

Experience & Requirements

• At least 15 years of professional experience, with significant experience in well-respected customer service, inside sales, or client experience organizations.
• Experience managing multi-site customer service operations, including multiple inbound channels (phone, internet, social media, etc.)
• Past success in implementing and utilizing customer service KPIs and metrics to increase customer satisfaction.
• Experience forecasting, budgeting, and leading quarterly and annual business planning processes; expert?level financial, quantitative, and analytical skills.
• Familiarity with a consumer product supply chain and experience partnering quality and operations on customer complaints and other product issues.
• Strong leadership and management skills; experience setting and communicating goals, measuring accomplishments, and giving useful feedback.
• Nimble and entrepreneurial in nature – past success in an environment with a high growth trajectory and limited resources.
• Hands-on player/coach; strong results orientation; continuous improvement and customer service mindset
• Demonstrated ability to recruit, retain, manage, and develop top talent; a natural mentor.
• Excellent communication skills, including written, verbal and presentation skills; comfortable and credible with both internal stakeholders, customers, and external audiences.
• A flexible, dynamic, self-demanding and proactive individual; able to motivate him/herself and others; a natural bias for action and ability to deal with ambiguity

Application Information

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Additional Questions

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