Senior Customer Service Manager

Customer Service Manager / Client Support Manager required to establish and grow a Client Service Division for one of the most exciting Retail brands to hit the internet in 2024!!!! Endorsed by many global superstars and with huge growth plans which have started in the last six months!!!......

This is a hugely exciting British Lifestyle Brand with a global vision, combining style and purpose through the creation of luxury footwear products. Launched in 2021, the brand has enjoyed epic growth and a strong celebrity following.

This growth trajectory means our client wants to strengthen and push on to the next stage.....

Customer Services Manager

We are looking for an experienced Customer Services Manager to lead our online and wholesale customer support function to deliver outstanding customer experiences globally.

We’re a rapidly growing brand with some inspiring 2024 plans and we need a proactive, Customer Service-obsessed individual to ensure we maintain our strong customer experience as the business rapidly grows.

Responsibilities

• Developing and maintaining SOPs, Training and Policies to instil a "Customer-First" mentality
• Work closely with the e-Commerce Team to identify and continually drive improvements across the whole customer journey
• Own and manage the relationship with an outsourced Customer Service provider, working with them to identify opportunities to innovate and establish new tools and technologies to better serve the customer
• Empowering our outsourced Customer Service agents to resolve tickets autonomously whilst staying aligned with our brand values
• Resolve any escalated Customer Service issues effectively and to a high standard
• Using CSAT scores & amp; other KPIs to develop action plans for improvements to the

Customer Experience

• Implement strategies to reduce the number of tickets logged and the average number of interactions to resolve tickets
• Own the Gorgias Help Centre and continually look for ways to improve its performance to increase self-service customer support
• Regular QA checks of ticket responses
• Monitor and respond to online reviews
• Monitor & Report on returns to provide valuable feedback to our product team
• Liaise with the warehouse to ensure that queries regarding deliveries and orders are resolved efficiently
• Ensure any out-of-stock orders are dealt with immediately and the root cause identified and fixed
• Manage orders, ensuring orders are placed and fulfilled within 24 hours of order receipt
• Build relationships with wholesale accounts, predominantly in the US and UK to ensure orders are delivered on time and in full
• Manage wholesale order shipments with our warehouses, ensuring all their delivery requirements are met and no chargebacks are received
• Support with product data loading in US retail partner systems, ensuring they are able to place orders effectively and that all styles are set up for drop ship where required

Needs to Know / Have

• Experience in e-Commerce Customer Service
• Experience using Customer Support Tools (ideally Gorgias) & Shopify
• Experience in Managing Outsourced Customer Service Functions
• An Analytical Mindset with a focus on continuous improvement
• Excellent communication skills
• Experience in managing wholesale accounts would be beneficial
• PC skills: Excel (vlookups, pivot tables), Word, Outlook, PowerPoint

Key Relationships

• 3PL
• E-coms team
• Customer Services agency

SPLIT REMOTE AND OFFICE BASED ROLE 50/50%