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Customer Experience Manager

1 month ago

London, Greater London, United Kingdom Swoon Editions Full time
About Swoon Editions

We are a forward-thinking company that creates distinctive designs for homes. Our mission is to spark home obsession everywhere. We design original pieces in-house and use innovative processes to discover the next trend quickly.

Our business model is designed to be efficient, cutting out expensive overheads like shops and overstocked warehouses. This allows us to offer our products at affordable prices. We have a diversified growth strategy, which is powering our brand to a significant market share.

We are looking for a talented individual to join our team as a Customer Experience Manager. This role will involve working with our third-party contact centre and the core business to ensure that our customer support is best in class. You will be responsible for optimising all current systems and processes that support customer interaction, information exchange, and performance efficiency.

Key Responsibilities:
  • Manage the Customer Service team and hold them to account for SLAs
  • Resolve complex customer problems that require escalation
  • Work with the senior leadership team to define best-in-class customer experiences
  • Support the Head of Operations to ensure our resource requirements are met, and we're able to deliver the service levels we have agreed
  • Provide weekly and monthly business updates on the performance of the customer contact centre
  • Support on the roll out of initiatives to improve the customer proposition during and after delivery
  • Support on the creation and roll out of initiatives to improve the tools within the contact centre
  • Deliver training to improve the performance of our Care agents

Requirements

  • 2-3 years experience within E-commerce customer service
  • Previous experience with CRM software (Zendesk or similar) and E-commerce platforms (Magento or similar)
  • Comfortable with Google Sheets/Excel
  • Ability to deal with complex escalated customer issues
  • Ability to work autonomously
  • High energy with a proven ability to move at pace whilst remaining level-headed and calm
  • Ability to effectively utilise data to inform performance-enhancing strategies
  • A strong communicator and influencer with an ability to drive and deliver change management whilst maintaining stakeholder buy-in and relationship

Benefits

We offer a competitive salary, share options programme, profit share scheme, wellbeing allowance, and pension scheme. We also provide private medical cover for you and your family, holidays, working environment, and other perks. You will be entitled to 27 days holiday rising to 30 with tenure, four months of summer hours finishing at 1 PM on a Friday, and free furniture on each anniversary of employment. You will also receive a friends & family discount of 20% and frequent meet-ups, in-person workshops, and socials.