Customer Experience Manager

4 weeks ago


London, Greater London, United Kingdom Harper Full time

About Harper

Harper is an innovative company that prioritizes personal service in the digital world. By partnering with luxury and premium fashion brands, we deliver exceptional Try Before You Buy services to our customers. Our portfolio includes renowned brands like Victoria Beckham, Jigsaw, ME+EM, LK Bennett, RIXO, and Self Portrait.

The Role

We're seeking a Senior Customer Service Representative to manage and run our customer service operation, maintaining high levels of customer experience as we scale. This role involves hands-on work with customers and brand partners, identifying opportunities to improve processes and implement systems to streamline operations.

Key Responsibilities

  • Deliver exceptional customer service across various channels, ensuring swift resolutions to inquiries and complaints.
  • Oversee customer and departmental processes, including order management, returns, and delivery tracking.
  • Develop and refine customer service policies, procedures, and standards to enhance the customer experience.
  • Monitor and analyze service metrics and KPIs to identify trends and areas for improvement, reporting regularly.
  • Mitigate fraud risks and ensure accurate payment processing for services.
  • Foster collaboration across Harper departments, streamlining processes and improving efficiency.
  • Build and maintain strong relationships with brand partners, providing effective support and advice.
  • Liaise daily with the warehouse team and third-party delivery partners to address and resolve customer queries.
  • Stay informed on Harper's products and those of brand partners to ensure accurate and consistent support.
  • Drive customer retention and loyalty through initiatives that enhance the overall shopping experience.

Requirements

  • At least 2 years experience in a customer service role.
  • Experience working in the fashion industry or with high-value customers.
  • Solid understanding of customer service principles and best practices.
  • Excellent written and verbal communication skills with the ability to interact effectively at all levels.
  • Ability to multitask, prioritize, and manage time efficiently.
  • Proficiency in CRM software and relevant tools.
  • Strong time management and adaptability to changing priorities.
  • Knowledge of payment processing services would be advantageous.

Why Harper

Harper is in an exciting phase of growth, and we're looking for talented individuals to join our team. Our service is highly regarded by customers and partners, and we're supported by a strong network of investors. With a brilliant team and vibrant culture, we're creating something special. You'll have the opportunity to take on real responsibility, exercise autonomy, and make a lasting impact.



  • London, Greater London, United Kingdom Manager with experience Full time

    Job Title: Class 2 Driver PositionWe are a reputable Food Wholesale Distribution Company that delivers mainly in North London. As a Class 2 Driver, you will be required to safely deliver food products to our regular customers, representing the company with a professional approach. This role requires applicants to have a Category C driving license, up-to-date...


  • London, Greater London, United Kingdom Ted Experience Full time

    About This RoleTed Experience is seeking a highly skilled Senior Operations Manager to join our team. As a Senior Operations Manager, you will be responsible for overseeing the technology used at the heart of our business and working on a partnership account that deploys a trained workforce to demonstrate and sell a product in various retail channels.Key...


  • London, Greater London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

    Unlocking Customer Success with ServiceNowKonversational, the leading experts in ServiceNow customer workflows, seeks a seasoned Principal Technical Consultant to spearhead customer success initiatives.As a key member of our team, you will leverage your technical expertise to deliver tailored ServiceNow solutions that drive business outcomes and exceed...


  • London, Greater London, United Kingdom Customer Labs Full time

    Job DescriptionThe Customer Service Resource Coordinator plays a crucial role in managing the Field Service Engineers' resource diary. This position requires excellent customer relations skills, commercial acumen, and the ability to develop and sustain relationships with key stakeholders.Key ResponsibilitiesManage the Field Service Engineers' resource diary...


  • London, Greater London, United Kingdom Intrepid Experience Full time

    At Intrepid Travel, we inspire and lead unforgettable travel experiences for the planet and its people. Our mission is to create adventures that benefit local communities and the environment.We are seeking a skilled Tailor Made Sales Consultant to join our team in the UK & EU region. In this role, you will use your expertise to design and sell unique,...


  • London, Greater London, United Kingdom 3Search Full time

    Job Title: Customer Experience ManagerJob Summary:We are seeking a Customer Experience Manager to join our team at 3Search. As a key member of our customer experience team, you will be responsible for designing, implementing, and managing customer experience projects that drive satisfaction and retention.Key Responsibilities:Develop and manage detailed...


  • London, Greater London, United Kingdom Sainsbury's Supermarkets Ltd Full time

    Customer Experience ManagerAs a Customer Experience Manager at Sainsbury's Supermarkets Ltd, you will be responsible for delivering exceptional customer experiences across our stores. Your key focus will be on operational in-store management, ensuring that your area is running smoothly and efficiently. You will work closely with the Lead Customer Experience...


  • London, Greater London, United Kingdom 3Search Full time

    Fintech Career OpportunityWe are working in partnership with a pioneering consumer FinTech brand to find a customer-focused Senior Customer Lifecycle Manager.This role is ideal for a commercially-minded professional looking to join a successful business where you will be given plenty of autonomy.The Senior Customer Lifecycle Manager will:Work...


  • London, Greater London, United Kingdom Redefined Ltd Full time

    About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at Redefined Ltd. As a key member of our commercial team, you will be responsible for delivering exceptional customer experiences across our managed accounts channel.Key ResponsibilitiesDevelop and execute customer-centric brand plans to drive business growth and...


  • London, Greater London, United Kingdom Smiggle Full time

    Customer Experience Manager Job SummaryAs a Customer Experience Manager at Smiggle, you will be responsible for delivering exceptional customer service and creating a memorable shopping experience for our customers. This is an exciting opportunity to join a fun and vibrant team and contribute to the success of a leading brand.


  • London, Greater London, United Kingdom WeFlex Ltd. Full time

    Customer Success Manager (B2C) Job Description at WeFlex Ltd.WeFlex Ltd. is a pioneering company in the electric vehicle revolution, aiming to make EVs accessible to ride-hailing drivers. Our mission is to provide finance for various electric vehicles, from affordable options to luxury models, and offer world-class customer experience.We are seeking a...


  • London, Greater London, United Kingdom Intuit Inc. Full time

    At Intuit Mailchimp, we're on a mission to empower small businesses to build their brands and grow their companies. Our Customer Success team is at the forefront of this mission, using a consultative approach to guide customers through their lifecycle and help them achieve their marketing goals.Key ResponsibilitiesEngage with customers through virtual and...


  • London, Greater London, United Kingdom Pegasus Homes Full time

    We are Pegasus Homes, a dynamic business that designs, builds, and creates high-quality homes for independent later living. Our developments offer stunning community living for the over 60's.We are excited to have created a new role for a Customer Experience Manager to join our sales team. As a key player, you will prioritise our customers across every...


  • London, Greater London, United Kingdom ClearScore Full time

    Key ResponsibilitiesAs a Customer Support Manager at ClearScore, you will be working directly with our users to help them with escalated queries such as fraud, bugs, and disputes.You will become a subject matter expert in a specific area, understanding our ClearScore users and their needs.Using data and relationships with internal and external stakeholders,...


  • London, Greater London, United Kingdom Lookers Full time

    Job Title: Customer Service ManagerEstimated Salary: £43,200 OTE (including £36,000 basic plus bonus)About UsBattersea Land Rover is part of the Lookers group, one of the UK's largest motor retail businesses. We're dedicated to providing an outstanding service experience to our customers and are committed to excellence in everything we do.Your Role:As a...


  • London, Greater London, United Kingdom Pegasus Homes Full time

    Pegasus Homes is a dynamic business that prides itself on designing, building, and creating high-quality homes for independent later living. We are excited to introduce a new role that will be key in delivering exceptional customer experiences across all aspects of our sales process.This role involves managing the customer journey from initial inquiries to...


  • London, Greater London, United Kingdom Jaded London Full time

    As a Customer Experience Manager at Jaded London, you will play a vital role in ensuring seamless delivery to our customers. Your main responsibility will be to monitor customer orders from the moment they place an order until it reaches their doorstep.The ideal candidate will have a proven track record of managing a team of at least 4 people with experience...


  • London, Greater London, United Kingdom END Full time

    We are seeking a skilled Customer Experience Manager to join our Retail Team for our Soho store. The ideal candidate will be responsible for assisting the Store Manager in maintaining high standards of customer service and driving sales growth.Key responsibilities:Assist the Store Manager in maintaining store operations and ensuring customer...


  • London, Greater London, United Kingdom Collibra Full time

    Job Role: Customer Experience ManagerCollibra is seeking a skilled Customer Experience Manager to lead the charge in establishing, improving, and maintaining post-escalation processes. This is a hybrid position based in London.The ideal candidate will have demonstrated ability to communicate customer issues in a meaningful way to both technical and business...


  • London, Greater London, United Kingdom The Little Fine Wine Company Full time

    Job Description:The Customer Experience Manager will oversee the efficient management of customer service operations, ensuring high-quality interactions and timely resolutions to customer inquiries. This role requires strong communication skills, proficiency in Excel, and the ability to learn new systems quickly.Responsibilities:Process and track orders, as...