Head Of Customer Care

Head of Customer Care. London. Hybrid Working. Salary up to £45,000

We think how you feel about your skin matters most. 47 Skin is the first skin care brand based on skin positivity. Our founder, Nic, battled acne for years, before he found a unique formula that worked. He wanted to share this discovery with the world and make others feel great about their skin, and so 47 Skin was born. We want to help you get where you want to be with products that work, and also help you feel confident and beautiful, every step of the way.

Due to continued year on year growth and significant investment in the Brand positioning and route to market, 47SKIN is now embarking on a clear product and target audience strategy that will help create more amazing products, engaging content / stories that resonate with this audience and generate high lifetime value. Finally, a number of new roles across the business have been created to help expedite growth, this being one of them.

About The Role:

The Customer Service team interacts with both prospective and existing customers, answering enquiries, and offering advice, along with resolving any after sales issues via phone, email and online channels. Reporting directly into the CEO, as our Head of Customer Care, you will champion the 47 SKIN brand by continually improving and delivering outstanding customer experience. You will utilise customers' touch points (social media / community and post sales) with the customer to exceed their expectations and create a positive outcome and experience, even when things don’t go to plan.

You will also be managing and upskilling, as well as growing, an existing team of 4 and be experienced at implementing streamlined processes and efficiencies to maximise performance and delight/amaze our customers, all the while engaging with great empathy and care. You will have a passion for offering customers an above and beyond approach to customer experience by leading by example and have transferable knowledge and experience.

While 75% of your time will be spent on delivering on the 47 SKIN promise ‘today’ (this quarter, this FY etc) you will be given the freedom to assess and implement new systems, processes and best practices in order to grow your team and keep aHead of the demand created by the increased number of orders.

Key responsibilities:

• Give outstanding customer service which exceed expectation by providing a bespoke journey to 47 SKIN customers.
• Lead by example and encourage individual and team development.
• Manage and lead all areas of Customer service including communication channels such as webchat, email, phone and social media
• You will improve the current 47SKIN Trustpilot rating of 3.5 to 4.5 and will be able to maintain this metric across all channels and platforms
• Generate ideas for improvement and development of the customer journey with 47 SKIN
• You will own and be the champion of User Experience
• Present feedback and trends to senior management that may impact 47 SKIN customer’s experience.
• Manage customer service response and resolution times
• Reduce escalations through real time optimisation and development

Candidate Profile:

• An excellent communicator who can and wants to enhance the customer experience by working collaboratively with the wider 47 SKIN team.
• A working or in depth existing knowledge of Gorgias software would be hugely advantageous
• Passionate about giving outstanding customer service and want to exceed the customers’ expectations by providing bespoke solutions where needed.
• Experience at creating Brand ambassadors and a community of engaged and loyal followers (“super customers”)
• Flexible and enjoy working in a high pace, fast moving and changing environment
• Are passionate about 47 SKIN and its potential

You have:

• 5+ years’ experience as a Customer Service Manager ideally within the online / retail industry
• Ideally have experience of working in a eCommerce D2C market
• Have an understanding of current Consumer Legislation
• Have experience of Customer service improvement projects and change initiatives
• Have extensive experience of managing communication via email, telephone and social media channels

Please apply to our retained Search Partner, Forward Thinking Recruitment Ltd for immediate consideration and a confidential discussion. All third party (Recruitment agency) / direct candidate introductions will be forwarded to Forward Thinking Recruitment for review. Final shortlisting is taking place wb 2nd April, Interviews with 47 SKIN will follow the week after