Customer Service and Experience Manager

Location

Central London | United Kingdom

Job description

CUSTOMER EXPERIENCE MANAGER

Overview

The Métier e-commerce team is expanding, and we are looking for a bright and personable individual to take charge of our online customer service. The Customer Service and Experience Manager will be a crucial part of a small, entrepreneurial team in a fast-growing company based in London, W1. The right candidate will develop with the role, enjoying exposure to different areas of the luxury leather goods industry and all the various functions of a growing online brand with opportunity to contribute directly to its success.

The Customer Service and Experience Manager will report into our Head of Ecommerce, working closely with the CEO, Operations team and Retail team. Initially they will be the first point of contact for online customer service before hiring and managing a customer service team member within twelve months of starting. We do not offer remote working and will ask the candidate to be based in our studio in Marylebone full time.

Responsibilities

• Owning all points of contact for all customer enquiries over phone, email, and live chat - ensuring timely and accurate response and the delivery of excellent customer service and unified experience with a view to building a team.
• Build relationships with customers, striving to encourage repeat purchases and loyalty through delivering friendly, knowledgeable, and efficient service.
• Work closely with the CEO and Ecommerce team to implement a VIC and clientele program.
• Working closely with the Ecommerce, Retail and Operations teams to ensure a luxury end to end experience for customers across channels and at all points in the customer journey, from customer facing policies and ensuring orders are dispatched on time, to implementation of new tools and processes.
• Daily supervision of the OMS ensuring the Operations team dispatch orders on time and resolve any issues impacting customers’ orders.
• Working closely with Ecommerce, Operations and Finance Team to manage RMAs, repairs, and refund processes.
• Supervise the day-to-day functioning of the CRM tech eco-system, working with Ecommerce and Operations team to resolve any issues.
• Own the day-to-day management of customer and order data, maintaining GDPR best practice and update customer records.
• Regularly communicating with the business regarding customer feedback and owning the reporting on customer care data to the wider team in a clear.

Candidate’s Background

Essential

• Fluent written and spoken English.
• A passion for luxury retail and delivering excellent customer service, with an understanding and experience of a variety of customers and situations.
• Working to team KPIs and sales targets.
• Experience in ecommerce trading and the world of online retail, ideally small to medium business.
• Excellent interpersonal skills, a people person who loves getting to know customers and building relationships. with them to make them feel special.

Beneficial

• Experience with Shopify.
• Experience with Brightpearl.
• Experience with customer care ticketing tool such as ZenDesk.
• Retail customer service experience - at least 2 years, whether in bricks and mortar or online.

Key Personal Competencies/Skills 

We are a small team, so you must be proactive and willing to roll up your sleeves and get stuck in. We are looking for someone who is:

• Highly motivated, hardworking, flexible, and comfortable with change.
• Has excellent written and verbal communication skills.
• Highly accurate with a meticulous eye for detail.
• A logical and analytical thinker.
• Prepared to go the extra mile and use one's initiative.
• Excellent with time-management skills with the ability to multi-task across projects.
• Takes pride in their work and enjoys seeing tasks through to completion.
• Able to be calm under pressure and meet deadlines.
• Able to think logically and calmly on their feet, use common sense and a service minded approach to dealing with issues as they arise.
• Able to handle decisions in a responsible way and has the initiative to escalate issues appropriately.

About Métier

Métier is a luxury leather goods house that enhances the life and work of the modern-day man and woman. Hand-made in Italy and anchored by a modular collection of timeless pieces, we believe purposeful design can transform daily experiences. We are featured regularly in publications such as Vogue, Esquire and the Financial Times and have a cult celebrity and editor following.

Benefits of Working at Métier

• 25 days holidays in addition to the usual bank holidays.
• Modern central London office with complimentary drinks.
• Staff discount with 50% off full retail price.
• Regular team socials.
• Being part of a fast-growing global brand at a key stage.

Start date: Immediate

Please send your application or any questions to [email protected]

Job tags

Salary