Customer Service Manager

4 days ago

Brighton, United Kingdom Tate Full time

Unique opportunity for an experienced E-Commerce Customer Service Manager, to cover maternity, 9-12-months fixed term contract, full time office based (with opportunity to work 1 day from home after onboarding), Brighton, East Sussex, competitive salary.Our client is an online global luxury fragrance company.

Working as part of a small team you will be tasked with the extraordinary opportunity of managing and developing their existing online retail business, whilst identifying new opportunities for the acceleration of our online retail results.

You will build strong customer relationships and contribute to maximising sales and financial growth based on KPI targets, whilst providing and upheld a flawless and consistent customer experience.

The E-Commerce Customer Service Manager does require occasional flexibility to work outside of standard hours, (normally Monday-Friday, 9-5.30pm) for special launches or events.

**Responsibilities**:

- Ensure the company's targets and KPIs are tracked and met by the team.
- Working with the Ecommerce Assistant to maintain and update product catalogue and categories on website.
- Manage day to day operational tasks, processes, planning and analytics
- Analyse, review and create reports to share with senior management on a daily, weekly, monthly, quarterly and annual basis
- Capture data and analyse trends to forecast and create an online sales plan
- Maximise online sales through general enquiries as well as utilising live chat and other socials
- Train and manage the online department and customers service team
- Maintain and provide a premium level of service reflective of the brand and ensure all queries and complaints are dealt with quickly and professionally
- Liaise with the Production Team and Fulfilment Centre to ensure there are adequate stock levels
- Ensure all online policies are compliant and up to date
- Liaise with the Digital Team to optimise webstore activities.

**Skills required**:

- Experience at a manager level in online customer services - preferably in the luxury beauty/fragrance industry
- Organised, motivated and results driven
- Excellent written and verbal communication
- Experienced in using Microsoft Office tools including Word, Excel, Outlook and PowerPoint
- Confident in using Excel spreadsheets to report and analyse data
- Ability to build strong relationships across the business and work collaboratively with different departments

The E-Commerce Customer Service Manager, competitive salary, Brighton based, is a fixed term contract, 9-12 months to cover maternity, and ideally looking for early September start date to give a handover. Benefits include 20 days holiday plus Bank Holidayspro rata, pension, discount off products after 3-month probationary period, free Bagel Thursdays and opportunity to work from home one day per week after initial onboarding and training. Looking to interview straight away for an immediate start date. Pleasecontact for further details on the salary as the client has requested we don't advertise this.

Tate is acting as an Employment Business in relation to this vacancy.

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