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Customer Engagement Manager
2 weeks ago
**Senior Customer Experience Specialist**
**Glasgow (hybrid flexible working)**
**To £30,000**
The company is a globally focused business with their largest markets being the US, Europe, and Australia. If you’re up for the challenge of working in a growing, fast-paced global company where your input will drive change and product development, we wantto hear from you.
**The Role**
This is an exciting role where you will be leading the customer service charge. You will interact directly with customers, providing them with advice and guidance across the product range, ensuring that they are delighted with the experience and encouragingthem to tell others.
You will work closely with the social media, design and logistics teams acting as a linchpin between them and the customers. Your actions will drive customer adoption and ultimately sales.
**Essential attributes and skills**
**Key responsibilities include**:
- Lead the Customer Service team.
- Formulate the customer service strategy across all touchpoints, set KPI’s and drive the performance of the team.
- Engage with social media channels (Facebook, Instagram, Twitter and Tik-Tok) for both organic and paid content in a friendly, polite, and timely manner - resolving issues, advising on product queries, tracking parcels, or dealing with a multitude of othervaried and surprising questions.
- Moderate spam, trolling or offensive comments.
- Drive customer engagement including qualitative and qualitative feedback and research.
- Look out for and act against counterfeit and fraudulent products / posts.
- Create a positive safe place for our customer community.
- Link with design team for product updates and new product development and launch.
- Host customer focus groups and other feedback sessions to help evaluate new products and garner insight from customers.
- Monitor and moderate the member only Facebook group in conjunction with and under the guidance of the social media Team.
- Generate replacement customer orders, arrange refunds, track orders, and offer advice.
- Provide personable and individual customer service.
- Guide the team in interacting with customers in their own individual way, enhancing the customer experience and developing the sense of being part of the community.
- Liaise with colleagues across all departments in particular social media and design, to include communication with warehouse, technical support, or other colleagues to resolve customer
issues and ultimately enhance the customer experience.
**About you**
You will ideally have a positive and energetic outlook and will be obsessed with ensuring customers have a fantastic well rounded experience with all touchpoints of the business.
You will work well in an agile, fast paced team, and will enjoy variety and growth in your role.
If you are invigorated by the challenge of an exciting, varied and creative work life, and want to work in a truly innovative environment, then this could well be the place for you.
- Pertemps acts as both an employment business and an employment agency_
