Customer Experience Manager

Description

My client is a fast-growing e commerce business based in the Golbourne area. They have been identfiyed at one of the Financial Times’ fastest-growing companies, consistently ranked among the top for the last four years. Their rapid growth is driven by a commitment to quality, sustainability, and exceptional customer experience. As they continue to scale, they are looking for a highly experienced Customer Experience Manager.

Role Purpose

To lead, develop, and motivate the Customer Experience team to deliver outstanding service, while driving continuous improvement in processes and performance to enhance the customer journey.

Key Responsibilities

* Lead, support, and motivate the Customer Experience team to deliver exceptional customer service.

* Act as a key point of escalation for complex customer issues, ensuring timely resolution and clear communication.

* Provide regular detailed reporting on refunds, customer metrics, and performance insights to the CEO and senior management.

* Balance refund levels against average selling price to work towards best practice benchmarks for the business.

* Recruit, induct, and develop team members to support business growth.

* Work closely with senior management to define and implement KPIs and identify process improvements focused on optimising the customer journey.

* Act as a champion for customer experience across all departments, promoting retention and loyalty.

* Monitor and respond to marketplace feedback, including investigating and resolving negative reviews on platforms such as Trustpilot.

* Liaise with delivery contractors to minimise customer service issues, attending regular online meetings to feed back insights and improve performance.

* Attend trading and metric performance meetings with stakeholders to maximise business performance.

* Collaborate with Finance, Operations, and other teams to identify root causes of issues and implement effective solutions.

* Maintain and develop strong working relationships with online platforms from a customer experience and account performance perspective.

* Design and implement training materials to support team development.

* Manage daily workloads using eDesk (experience preferred but not essential) and recommend improvements for more efficient platform use.

* Utilise Google Workspace and Microsoft Office tools for communication, documentation, and reporting.

Skills and Experience

* Excellent command of written and spoken English, with strong customer-facing communication skills as all contact is conducted via eBay and email.

* Demonstrable empathy and understanding in dealing with customers to deliver excellent service.

* Extensive experience leading a customer service team in an eBay environment.

* Proven track record of delivering KPIs and improving customer experience in a fast-paced setting.

* Experience designing and implementing process improvements to increase efficiency and enhance the customer journey.

* Strong leadership and people management skills with the ability to motivate, inspire, and develop a team.

* Excellent IT skills, including proficiency with Excel, Google Workspace, Microsoft Office, and customer service ticketing systems such as eDesk.

* Skilled in analysing customer and operational data and reporting insights to senior management.

* Confident handling escalations, complaints, and complex customer issues, including public feedback management.

* Experience liaising with delivery contractors and cross-functional teams to resolve operational issues.

* Strong prioritisation, organisational, literacy, and numeracy skills.

* Commercial awareness with the ability to balance customer satisfaction and operational targets.

This role is office based in Golbourne and offers some flexability in terms of working hours. This is an excellent role in a grwoing team that will offer support and development to the right person

Ad ID: 5416900833