Head of Customer Care

2 days ago

Manchester, United Kingdom Club L London Full time

**Our Background**

Established in 2007, Club L London has fast become the go-to online destination for the confident, glamorous, fashion-savvy woman in search of that something extra special. Figure flattering designs, body contouring fabrications and quality are always at the heart of the Club L brand renowned for statement designs, iconic silhouettes and exquisite embellishments.

We manufacture everything in house and abroad and so apart from fit, quality and design it’s imperative that we source and manufacture in an ethical and environmentally friendly way. At Club L our team are like family so ensure all our staff are paid fairly and have full access to company benefits. We are also working hard to ensure that we are environmentally conscious throughout the production process. We now ship 85% of all goods by sea and have reduced packaging by 60% since 2019.

We are passionate about nurturing upcoming talent within the fashion industry whether it be design and development, marketing and PR, digital tech, creative, social or customer services within a diverse and collaborative environment.

Our team is dedicated, ambitious and hard working and with a prestigious portfolio of global partners and a rapidly growing e-commerce team, there are numerous opportunities to join Club L’s influential team and take your career to the next level.

**Your main purpose**

We are on the lookout for an exceptional Customer Care leader to revolutionise our service offering. we have a huge opportunity for an ambitious individual to oversee a drains up review of the department and upgrade of our service channels. You will be an experienced Zendesk user with in-depth knowledge of the technical set up of triggers and automations ensuring automation and speed of service are centric to the Customer Care strategy ahead of our peak trading period.

You will manage service delivery on existing channels and launch new channels always with automation and simplicity in mind. You will have a keen eye for the latest trends in technology, ensuring all opportunities are explored to automate and enhance our customer journey. Working with the existing team, with the support of a Customer Care Team Leader, you will create and maintain a proactive strategy promoting self service through the curation of an extensive knowledgebase engaging a community approach to service. Maximising functionality of Zendesk through integrated software and processes, you will ensure optimum service levels with a lean team model maintaining a balance in favour of proactive process/action as opposed to reactive recovery of Customer Experience.

You will be the voice of the customer and used to communicating and presenting at all levels. You will translate business priorities back into the Customer Care function ensuring alignment in process, communication and tone with the wider business focuses. This is an exciting role with an appeal to an experienced Customer Care leader that wants to come in and curate a strategy, re-write the rulebook and set the tone for Club L London’s service transformation.

**Roles and Responsibilities**
- Own and maintain service on all Zendesk channels ensuring adoption of all automation potential whilst maintaining personal feel to CX.
- Development and maintenance of Zendesk help centre launching proactive service initiatives that promote utilisation and self-serve as much as possible.
- Source and onboard new SaaS integrations to enhance service offering and overall CX/UX.
- Work with internal stakeholders to align Customer Care team with business priorities.
- Manage close partnership with Operations, Finance, Ecommerce, Merchandising and IT teams.
- Ensure detailed and concise sharing of customer insight to product development teams.
- Take an active interest in commercial performance both in increased net sales through reduction of returns rate and profitability through effective cost management.
- Manage a headcount budget in line with impact expectations of automation and efficiency improvement initiatives of your own design.
- Conduct regular development catch ups with the existing Customer Care team.
- Are confident introducing and managing carrier SLA’s / KPI’s striving for continuous improvement.
- Have a track record of problem solving and delivering efficiency gains through process automation.
- Own and enhance CSAT performance through Trustpilot

**The role is for you, if you have**:

- Advanced knowledge of managing Zendesk or similar ticketing platform with ability to manage automation through tags and triggers.
- Sound understanding and experience using WMS systems. Peoplevox advantageous.
- Shopify experience preferred.
- Must be able to provide examples of leading Customer Care strategy transformation as part of a fast-growing retailer ideally with a background in Fashion.
- Microsoft Office with strong skillset in analysing data using Microsoft Excel.
- Experience using CSAT feedback from Trustpilot to

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