Retail Customer Service Director
1 week ago
Jaded London is seeking a highly experienced Retail Customer Service Director to lead our customer care team. As a key member of our management team, you will be responsible for developing and implementing strategies to improve the customer experience and drive business growth.
The ideal candidate will have a minimum of 5 years experience as a Customer Care Manager for online stores, with a proven track record of managing a team of at least 6 people. A working knowledge of customer service software, databases, and tools is essential. The salary for this position is estimated to be around £50,000 - £60,000 per annum based on location and industry standards.
We offer a comprehensive benefits package including 50% Employee Discount, 24 days holiday per year, a paid day off on your birthday, hybrid working arrangements, pension scheme, bonus scheme, employee assistance programme, £500 employee referral bonus scheme, and local business discounts.
In this role, you will be responsible for:
- Developing and implementing strategies to improve the customer experience and drive business growth.
- Managing, motivating, supporting, and coaching the Customer Care Team.
- Continuously improving the customer experience, creating engaged customers, and facilitating organic growth.
- Regularly reviewing procedures and policies to ensure they provide the best customer experience.
- Dealing with customer queries and assisting with returns, exchanges, and any product faults via email/live chat/social media.
- Accessing Jaded social media accounts; responding to customer comments positively and responsively, reflecting our audience and the brand.
- Using various customer service software, including Shopify/Gorgias.
- Resolving relevant data flow and settings issues in the software used.
- Data entry, including weekly collation of all data regarding the number of emails replied to, response times, returns processed, etc.
- Demonstrating great knowledge of our product and general love for the brand.
- Handling any shipping, size, or price issues across all platforms.
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