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E-commerce Customer Experience Manager

2 months ago

London, Greater London, United Kingdom Fella and Jones Full time
Job Opportunity

E-commerce Customer Care Manager- Luxury Fashion Brand

Competitive Salary & Benefits

Office Based - London

Fella and Jones is seeking an experienced E-commerce Customer Experience Manager to join our luxury brand team. As a key member of our customer service team, you will play a crucial role in crafting the online customer service experience for our rapidly growing e-commerce business.

You will oversee the day-to-day operations of the Consumer Affairs Representatives, conducting formal training sessions upon initial hire and ongoing refresher courses. Your expertise will be essential in evaluating and analysing systems, such as email and chat services, to ensure they are being used to their maximum benefit.

Key Responsibilities:

  • Execute seasonal sales plans, focusing on driving increased transactions and delivering an exceptional customer experience.
  • Manage e-commerce systems, content management systems, customer service software, and best practices.
  • Analyse business metrics to track selling, identify key trends, and maximize assortment opportunities to achieve continued growth and profitability.
  • Ensure optimal post-purchase experiences, including order tracking, return, and exchange processes, and contribute feedback to optimize these processes through system or process enhancements.
  • Partner cross-functionally with Boutique teams to optimize omnichannel order and return processes, ensuring a seamless customer experience across channels.
  • Utilize analytics and primary application dashboards to identify trends in user behaviour and provide recommendations to improve processes, resolve recurring customer issues, and achieve strategic and operational business goals.
  • Collaborate with Digital Marketing, IT, technology/platform provider, Customer Service Team, Operations, and ICP Warehouse partner to ensure positive and efficient purchase experiences.

Requirements:

  • 3-5 years of e-commerce relevant experience in online customer service or operations.
  • E-commerce experience in a call centre environment for a beauty or luxury brand.
  • Ability to effectively manage customer expectations and build loyal customer relationships.
  • Strong selling skills, customer service, and interpersonal skills.
  • Excellent customer service skills.

Apply via LinkedIn or contact Fella and Jones directly for more details.