Head of Customer Care

3 weeks ago

London, United Kingdom ME+EM Full time

**Job Role: Head of Customer Care**

**Reporting to: Chief Operating Officer**

**Location: Head Office, White City Place, West London**

**Contract type: Full Time, 37.5 hours per wee**k

**Workplace Type: Hybrid**

**Flexibility around shift patterns is essential, ranging from 8:30am-10pm Monday-Friday and 9am-5pm on Saturdays.**

**About Us**:
ME+EM is one of the UKs fastest-growing modern luxury fashion brands. As a direct-to-consumer business we operate in a truly multi-channel sense with seven London stores, as well as concessions in Harrods and Selfridges, supporting a rapidly expanding global digital business.

We are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and aren't afraid to take risks. Everyone contributes to our success at all levels, and that's precisely what makes being a member of the team so rewarding.

Our goal is to make ME+EM as diverse and inclusive as we possibly can. We make sure everyone has a voice with annual engagement surveys, employee-led committees, focus groups and quarterly town hall meetings. We pride ourselves on being approachable, supportive, and welcoming and ensure that everyones hard work is rewarded.

**Responsibilities**:
**Leadership and Strategy**:

- Lead the strategic and operational delivery of our customer care function.
- Establish the long-term strategy for the team and its evolution over the next 18-24 months, bringing in prior experience to help steer direction, set goals, and benchmark.

**Team Management**:

- Supervise and provide guidance to a team of customer care advisors, ensuring they deliver exceptional service in line with the brand's standards.
- Develop training programs and provide ongoing coaching to enhance skills and knowledge within the team.

**Customer Experience Enhancement**:

- Continuously evaluate and improve customer service processes to enhance the overall customer experience.
- Identify pain points and develop strategies to streamline operations and implement self-service options for customers to access information and resolve queries independently.

**Proactive Query Resolution**:

- Implement strategies and processes to proactively address and resolve customer queries before they escalate into tickets.
- Utilise technology, automation, and knowledge management systems to identify common customer issues and develop preemptive solutions.

**Performance Analysis and Reporting**:

- Develop and implement key performance indicators (KPIs) to assess the effectiveness of customer care initiatives, including the proactive query resolution measures.
- Regularly analyse data and generate reports to identify trends, areas for improvement, and opportunities to exceed customer expectations.
- KPIs should include (as a minimum): Avg Speed tovAnswer/Respond, Contacts per Order, Trustpilot TrustScore, Cost per Contact, AvgContacts per Agent per Hour, and Agent C-Sat.

**Cost Control**:

- Agree and manage the departmental budget, and provide business cases for any software tools that will improve efficiency, service levels and customer experience.

**Omnichannel Customer Support**:

- Ensure consistent service quality and prompt response times across all platforms.

**Luxury Brand Ambassador**:

- Uphold the brand's image and values by exemplifying exceptional professionalism and knowledge of luxury fashion.
- Maintain a deep understanding of the brand's collections and latest trends to provide expert advice and assistance to customers.
- Look to ensure our top customers' needs are met and exceeded where appropriate.

**Crisis Management**:

- Handle the most complex customer complaints and ensure timely resolution of any escalations or GDPR compliance manners.

**Team Collaboration**:

- Collaborate closely with other departments, such as merchandising, marketing, logistics, IT and retail, to ensure seamless communication and alignment in providing a unified customer experience.
- Participate in cross-functional projects to drive customer-centric initiatives.
- Work with key stakeholders across the business and be the Voice of the Customer.

**Recruitment**:

- Coordinate team recruitment, maintain job descriptions and liaise with HR on team objective setting, and anticipate any additional resource requirements.
- Maintain up-to-date knowledge of industry developments and evolving trends.

**About you**:

- Proven experience in customer service management, preferably some time within the luxury fashion industry.
- Sound knowledge and understanding of luxury fashion brands, trends, and customer expectations
- Excellent leadership and people management skills, with the ability to motivate and inspire a team.
- Strong problem-solving and decision-making abilities, with a focus on delivering effective and efficient solutions.
- Highly data-driven and analytical, using data to make informed decisions and recommendations back to the business.
- Experience in implementing automated and pro

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