E-commerce Customer Experience Manager

6 days ago

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

E-commerce Customer Experience Manager

We are seeking a highly skilled E-commerce Customer Experience Manager to join our team at Fella & Jones. As a key member of our luxury fashion brand, you will play a crucial role in crafting the online customer service experience for our rapidly growing e-commerce business.

Key Responsibilities:

  • Oversee the day-to-day operations of the Consumer Affairs Representatives, conducting formal training sessions and ongoing refresher courses.
  • Evaluate and analyse systems, such as email and chat services, to ensure they are being used to their maximum benefit.
  • Execute seasonal sales plans, focusing on driving increased transactions and delivering an exceptional customer experience.
  • Manage ecommerce systems, content management systems, customer service software, and best practices.
  • 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.

Requirements:

  • 3-5 years 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.

About Fella & Jones:

Fella & Jones is a leading luxury fashion brand dedicated to delivering exceptional customer experiences. We are committed to providing our customers with the highest level of service and support, and we are seeking a talented E-commerce Customer Experience Manager to join our team.

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