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E-commerce Customer Experience Manager

2 months ago

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

About the Role:

Fella and Jones is seeking an experienced E-commerce Customer Care Manager to join our team in London. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences across our e-commerce platforms.

Key Responsibilities:

  • Oversee the day-to-day operations of our Consumer Affairs Representatives, providing guidance and support to ensure seamless customer interactions.
  • Develop and implement training programs to enhance the skills of our Customer Experience Associates, ensuring they are equipped to handle complex customer inquiries.
  • Analyze and optimize our email and chat services to maximize their effectiveness in resolving customer issues.
  • Collaborate with cross-functional teams to drive sales growth, improve customer satisfaction, and enhance the overall e-commerce experience.
  • Partner with our Digital Marketing, IT, and Operations teams to resolve customer service and site issues, ensuring a positive and efficient purchase experience.

Requirements:

  • 3-5 years of experience in e-commerce customer service or operations, preferably in a call center environment for a beauty or luxury brand.
  • Proven ability to manage customer expectations, build loyal relationships, and drive sales growth.
  • Strong selling skills, customer service, and interpersonal skills.

What We Offer:

Fella and Jones offers a competitive salary and benefits package, as well as opportunities for professional growth and development in a dynamic and fast-paced environment.