E-commerce Customer Experience Manager

2 weeks ago

London, Greater London, United Kingdom Fella and Jones Full time

About Fella and Jones

Fella and Jones is a luxury fashion brand seeking an experienced E-commerce Customer Experience Manager to join our team. As a key member of our customer service team, you will play a crucial role in crafting the online customer service experience for our rapidly growing e-commerce business.

Key Responsibilities

  • Oversee the day-to-day operations of the Consumer Affairs Representatives, conducting formal training sessions upon initial hire and ongoing refresher courses.
  • Evaluate and analyze systems, such as email and chat services, to ensure they are being used to their maximum benefit.
  • Execute seasonal sales plans, focusing on driving increased transactions and delivering an exceptional customer experience.
  • Manage e-commerce systems, content management systems, customer service software, and best practices.
  • Analyze business metrics to track selling, identifying key trends and maximizing assortment opportunities to achieve continued growth and profitability.
  • Partner cross-functionally with Boutique teams to optimize omnichannel order and return processes, ensuring a seamless customer experience across channels.
  • Help resolve customer service and site issues by collaborating 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.
  • Excellent customer service skills.

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