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Customer Experience Manager
2 months ago
About Hunza G
Hunza G is a renowned brand in the swimwear industry, known for its high-quality products and exceptional customer service. The company was founded in 1984 and has since become a household name, synonymous with the beach lifestyle.
Key Responsibilities
This role is a critical part of the Hunza G team, responsible for ensuring that every customer interaction exceeds expectations. As a Customer Experience Manager, you will be the in-house expert and guardian for the Hunza G customer, building a robust strategy and processes to deliver a best-in-class customer experience.
Key Responsibilities:
- Develop and Implement Customer Experience Strategy: Create and deliver an ambitious strategy for the customer care department, focusing on maximizing the brand's Net Promoter Score (NPS).
- Develop and Implement Reporting: Develop in-depth reporting across relevant Key Performance Indicators (KPIs), providing visibility to the wider business and proactive actions to improve customer experience.
- Manage Customer Care Team: Manage the in-house and third-party members of the Hunza G customer care team, ensuring an elevated and consistent communication of the customer-first ethos and brand values.
- Develop Service Level Agreements (SLAs): Develop customer service SLAs and ensure targets are met without compromising service level.
- Collaborate with Cross-Functional Teams: Work with relevant wider business departments to highlight customer pain points and deliver solutions.
- Manage Customer Queries: Manage and resolve customer queries across various channels, including phone, email, live chat, and review platforms.
The Ideal Candidate
- Proven Experience: Strong experience in managing global ecommerce customer care teams, offering best-in-class customer service.
- Direct to Consumer Experience: Direct to consumer experience essential, fashion/swimwear experience ideal.
- Customer Obsession: Customer obsessed with a proactive approach.
- Appeasement Strategy: Strong experience in appeasement strategy.
- Hands-on Approach: Hands-on approach to customer care.
- Communication Skills: Strong written and verbal communication skills.
- Fast-paced Environment: Ability to work in a fast-paced environment as part of a small, growing, and passionate team.
- Attention to Detail: Highly organized with great attention to detail.
