Customer Success Manager

To focus on proactively handling the emotion-based experience of our customers in the UK
To truly innovate when it comes to creating moments of wow within the customer journey You’ll impact the growth of the business by increasing our new customer numbers and heavily impacting our retention rates, creating an organic impact that supercharges our word of mouth marketing, brand loyalty and advocacy. You’ll be targeted on a variety of customer focused KPIs which will ultimately lead to growth of the business. Your commercial eye will look to hit your targets as efficiently as possible for the business and your creative flair will look to do this as impactful as possible for our customers as they experience our brand through the touch points you control. As a Customer Success Executive, you will be a key player in maintaining and enhancing the relationship between our brand and customers. You will engage with two key customer segments: new customers who have recently placed their first order and lapsed customers who haven't made a purchase in a set time. Your goal is to create a positive first impression, enhance the customer’s experience, and support retention by addressing any questions or concerns they may have while re-engaging lapsed customers by understanding their needs and identifying any areas for improvement. Immediate Responsibilities And Hot Projects Plot, Plan and Deliver on the following:
Be actively involved in driving change from a service based to experience-based approach to Customer Management
Take on the implementation of core KPIs to measure our effectiveness in executing our Customer focused strategy
Relentlessly focus on increasing our Trust Pilot and NPS rating.
Day To Day Responsibilities
Customer Outreach & Engagement:
Make outbound calls to customers who have recently placed their first order, ensuring that their order arrived safely and on time. Gather feedback on their initial experience and provide product advice where needed.
Proactively reach out to customers who haven't placed an order in a while. Gather feedback on why they’ve stopped purchasing, any concerns they may have had, and identify how we can improve our products or services to encourage them to return.
Support New Customers: Offer expert advice on the products they’ve purchased, including usage guidance, benefits, and answering any questions to help enhance their experience.
For lapsed customers, dig deeper into potential barriers to repurchase, whether related to product performance, customer service, pricing, or other factors.
Record insights from both new and lapsed customers, ensuring the feedback is relayed to the relevant teams (CX, Product Development, Marketing) to inform future improvements.
Be knowledgeable about our product range to provide guidance and solutions that align with customers' wellness and fitness goals.
Ensure any open questions or issues raised during calls are resolved in a timely manner.
Manage your daily tasks, output and achievement to set KPIs, with the goal of outperforming to expectation
Constant management & delivery of key performance targets
Ensure the brand is represented to the highest possible degree in all interactions, posts, engagements at all times
Requirements
A team player and lover of hitting targets
Growing strategic mindset and appreciation
Creative and lover of brands
Passionate about service, helping people and getting a kick on the extra mile
Avid self-learner & teacher
You have high standards for quality of delivery from yourself and from others
You are great at building positive, productive relationships
You have excellent interpersonal skills, and you are able to clearly communicate
You are a highly motivated self-starter with a flexible, can-do attitude
Essentially Required
Language capabilities and high standard of written and spoken English
Strong verbal and written communication skills, with the ability to engage customers positively and effectively.
Customer service or sales experience - we need to see you can handle people effectively
Proven experience and an impressive track record of self-development.
Creative, high energy, innovative, proactive and resourceful individual ready to take on a challenge.
Proven track record of delivering to target.
Relationship builder at speed and scale and able to show evidence of this.
A passion for health, fitness, and nutrition with the ability to offer insightful product advice.
Strong empathy and active listening skills to handle feedback and concerns professionally.
Proactive problem-solving abilities and a positive attitude.
Core Behaviours
~ Pace: Know that speed is your greatest ally. It builds momentum and is key for growth. Go fast.
~ Communication: Know that team is your greatest asset. Talk to them face to face, Don’t try to go alone.
~ Trust: When you say you’ll do it, do it. When someone asks for help, you give it.
~ Transparency: Nothing is off limits, to anyone at any time. Remove walls & call out red tape.
~ Challenge: Get comfortable with feeling uncomfortable. We need you to go where you’re scared to.
~ Learn: Drive a culture of experimentation and continuous improvement.
~360 Management: Manage up, down and across. Regardless of title, everyone is a leader. So Lead.

If you’re enthusiastic about customer care, love fitness and nutrition, and want to help build lasting relationships with customers, we’d love to hear from you