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E-commerce Customer Experience Manager

2 months ago

London, Greater London, United Kingdom Fella and Jones Full time
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As a key member of the Fella & Jones team, you will play a pivotal role in shaping the online customer service experience for our rapidly growing e-commerce business. This exciting opportunity will see you overseeing a team of Customer Experience Associates, ensuring seamless day-to-day operations, and conducting comprehensive training sessions to enhance their skills.

Key responsibilities will include:

  • Developing and executing seasonal sales plans to drive increased transactions and deliver exceptional customer experiences
  • Managing e-commerce systems, content management systems, customer service software, and best practices to optimize post-purchase experiences
  • Analyzing business metrics to track selling, identifying key trends, and maximizing assortment opportunities to achieve continued growth and profitability
  • Partnering cross-functionally with Boutique teams to optimize omnichannel order and return processes, ensuring a seamless customer experience across channels
  • Utilizing 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

The ideal candidate will possess:

  • 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 & Jones team directly.