E-commerce Customer Experience Manager

3 weeks ago

London, Greater London, United Kingdom Fella and Jones Full time
E-commerce Customer Care Manager - Luxury Fashion Brand

We are seeking an experienced E-commerce Customer Care Manager to join our team at Fella and Jones. As a key member of our luxury brand's e-commerce team, you will play a crucial role in crafting the online customer service experience and overseeing a team of Customer Experience Associates.

Key Responsibilities:

  • Execute seasonal sales plans to drive increased transactions and deliver 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 behavior 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

For more information, please contact the Fella and Jones team directly at contact@fellaandjones.

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