Customer Service Manager

3 days ago

United Kingdom Creed Full time

About the House of Creed

The House of Creed is an authentic, luxury perfume house dedicated to the creation of highly original artisan fragrances made from the finest perfume ingredients the world has to offer.

About the role

We are seeking an experienced Customer Service Manager, with a passion for luxury, the drive to make a difference and who lives and breathes D2C consumer experience. The customer care team are crucial brand ambassadors for Creed, ensuring every customer interaction exceeds the customer’s expectations.

As the Customer Service Manager, you play a pivotal part in upholding the brand’s prestige and delivering an unparalleled, high-touch customer experience. Your primary objective is to set and uphold the standards for excellence amongst the UK customer service team, driving a consistent brand experience with each and every interaction a consumer has with the brand, whether the customer is just setting out on their journey of discovery with Creed, they’re a dedicated online or boutique customer or have chosen to experience Creed in one of our official partner outlets. You will be responsible for the training, quality control and new processes as well as being the point of escalation for complex tickets.

KEY RESPONSIBILITIES

Team Management

  • Manage the UK customer service team, supporting and inspiring high performing individuals and creating a coaching culture within the team.
  • Be the lead point of contact with the 3rd Party Customer Care Agency, ensuring they have all the necessary tools and processes to execute the same level of service as internal customer care members.
  • Define and improve SLAs, monitoring team performance against benchmarks, providing regular reviews, feedback and delivering best in class training.
  • Define and organise regular product/service training for the team to facilitate best in class knowledge for the customer.

Customer Excellence

  • Be the expert in all customer care processes, including returns, product quality, product guidance and fraudulent orders and regularly review processes/action improvements.
  • Guide and support digital transformation by regularly communicating back customer on-site experience to the ecommerce team.
  • Carry out regular audits of standardised responses, ensuring they are up to date and always meet the latest brand standards.
  • Work with 3PL to report back common trends/areas for improvement in operational service.
  • Be the point of escalation for inbound customer enquiries via phone, post, and all digital channels (email and live chat)
  • Supporting peak contact periods by assisting with general in-bound customer requests and queries

Reporting

  • Regularly analyse trends in customer issues, highlight important themes in customer feedback to wider business stakeholders, including NPD, Marketing and Ecommerce, and provide recommendations for improvements to reduce the number of inbound enquiries.
  • Develop and implement in depth reporting across all relevant KPIs, providing visibility to the wider business and providing proactive actions to improve customer experience.
  • Manage day-to-day of fraud partner, monitoring fraud scores and highlighting fraud patterns, challenge high risk orders and work with fraud partner and Head of Digital to set rules and challenge SLAs for improved performance.

PERSON SPECIFICATION

Knowledge & Skills

  • Proven track record in managing an in-house customer service team within a retail environment, including the management of direct reports.
  • Evidence of having delivered world class service in the luxury B2C sector.
  • Ability to manage direct customer relationships with empathy and respect.
  • Proven ability to manage internal processes and main stakeholders.
  • Excellent knowledge of customer service management methods and techniques to deliver efficient and effective solutions to customer queries.
  • Trouble shooting and multi-tasking skills.
  • Hands on experience of key Ecommerce, Customer Service and business tools like Shopify, Gorgias, Microsoft Dynamics D365, Returns portal software, Payment providers (e.g. PayPal, Klarna) and fraud tools (e.g. Riskified).
  • Competent in Excel and other reporting software.

Key Competencies

  • Excellent verbal and written communication skills
  • Service orientated and passionate about hosting and making people feel happy/comfortable.
  • Intuitive, enjoys problem solving and can do so under pressure.
  • Demonstrates strategic and broad view of business, industry, and consumer environment.
  • Dynamic, proactive, assertive and autonomous with an enthusiastic, positive outlook, i.e. willingness to accept new responsibilities in a growing market
  • Presentation skills.
  • Sound judgement and decision-making skills with great attention to detail to ensure all customers feel confident in solutions to queries.
  • Strong negotiation and influencing skills.
  • Highly organised team player, flexible and able to handle multiple activities, establish priorities, meet deadlines and work collaboratively with others.
  • Thrives in a high pace environment.

Location

This role is hybrid, split between working from home and working in the London head office in London (in EC1).

Benefits

This role presents a unique opportunity to drive growth for a luxury fragrance brand. In return you will receive a competitive salary and benefits package, along with product allowance and 25 days’ holiday.

Why The House of Creed?

Luxury Redefined : We do not just sell fragrances; we offer an unparalleled luxury experience that goes beyond expectations.

Innovation: Be part of a team that thrives on pushing boundaries and creating scents that resonate with a diverse audience.

Diversity and Inclusion: We celebrate differences and believe that a diverse team fosters creativity and innovation.

Career Development: Whether you are in a retail role or part of the head office team, there are plentiful opportunities for professional development and career growth.

Job Applicant Privacy Policy

Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by The House of Creed. Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is necessary for the purposes of recruitment, which may include your details being shared with the hiring manager(s).

The House of Creed is an equal opportunity employer, and we encourage candidates from all backgrounds to apply. If you feel this is the right opportunity for you, and you can demonstrate expertise in the above areas, we look forward to receiving your application.

We very much value your interest in our company. Due to a high level of applications, we regret to only be able to contact candidates we feel are best suited for this role. Thank you for your understanding.

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