Head of Ambassador

4 weeks ago


Croydon, Greater London, United Kingdom Tropic Skincare Full time

About the Role

We're seeking a seasoned leader to spearhead our Ambassador and Customer Support team. As the Head of Ambassador & Customer Support, you'll be responsible for driving strategic initiatives that enhance the efficiency and effectiveness of our support initiatives.

Key Responsibilities

  • Leadership & Management: Inspire and empower the HQ team with strong leadership and a clear vision, fostering a positive and motivating work environment.
  • Strategic Planning: Develop and implement strategic plans to improve Ambassador and Customer support initiatives, leveraging data-driven insights to inform decision-making.
  • Innovation & Improvement: Introduce new ideas and better working methods to increase efficiency and effectiveness in a fast-paced environment.
  • Cross-Functional Collaboration: Work with cross-functional teams to ensure ambassador and customer-centricity is embedded across the organisation.
  • Feedback Integration: Transform ambassador and customer feedback into actionable insights and recommendations for product improvements.
  • Ambassador and Customer Journey Oversight: Champion the Ambassador and Customer journeys, ensuring timely, clear, and compassionate responses that exceed expectations.
  • Training & Development: Elevate the HQ team through engaging training sessions on platform features and best practices.
  • Efficiency & Automation: Drive efficiency by supporting and championing process automation and streamlining.
  • Metrics & Reporting: Define, analyse, and report key success metrics, identifying business priorities and translating them into actionable plans.
  • Strategic Growth Planning: Shape the future growth of your team, leading strategic planning and development.
  • Team Management: Energise your team with regular check-ins, inspiring mid and end-of-year reviews, and dynamic weekly manager meetings.
  • Awards & Recognition: Champion our mission to achieve prestigious awards for outstanding customer experience.
  • Systems Management: Revolutionise our systems to exceed the expectations of our HQ team, Ambassadors, and Customers.
  • Project Leadership: Lead all Ambassador and Customer support projects, delivering exceptional results on time and setting new standards of excellence.

About Tropic

Tropic Skincare is a certified vegan, cruelty-free, and CarbonNeutral beauty business that empowers communities across the globe. We're seeking creative and ambitious individuals who share our vision and are passionate about skincare and sustainability.


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