Customer Success Manager

2 weeks ago

London UK, UK, United Kingdom VANITY GROUP | Certified B Corp Full time

Do you have an obsession with hotels? Are you a beauty aficionado? If you answered yes, then come play in the wonderful world of VANITY GROUP.


With a focus on innovating the hotel landscape with best-in-class partnerships, VANITY GROUP is dedicated to elevating hotel amenities from essential toiletry items to an experience that rivals even the sweetest suite. Now one of the world’s most influential hospitality partners, clients include Shangri-La The Shard, Sofitel Hotels & Resorts, Kimpton Hotels & Restaurants, Crowne Plaza, Holiday Inn, Hotel Indigo, Staybridges Suites, Tribe Hotels, YOTEL, and many more.


For this role, you’ll be explosion of colour in a world full of same old. You seize opportunities, move quickly, and know how to have fun along the way.


VANITY GROUP’s house of beauty will see you working with the most sought-after fashion, beauty, skincare, fine fragrance, lifestyle and spa brands to create unforgettable experiences. Innovation will be part of your DNA as you deliver first of its kind concepts with lashings of VANITY GROUP’s playful flair.


Ready to join the VANITY GROUP beauty parade? We can’t wait to meet you.


_________________________________________________________


WHO'S VANITY GROUP?

We are a creative hub of innovative design, development, manufacturing, and marketing for the global hospitality industry.


We’re the seed from which progressive fashion, beauty, fragrance and lifestyle brands grow, representing the world’s most highly regarded global consumer retail brands including Jo Loves by Jo Malone CBE, Percy & Reed London, Karl Lagerfeld, KEVIN.MURPHY, and Antipodes Nature to name a few.


Internationally renowned as the industry’s best-in-class cosmetics hospitality partner, VANITY GROUP has offices in London, Sydney, Dubai, and Shanghai.


POSITION SUMMARY

Reporting to the Supply Chain Manager, the Customer Success Manager will be responsible for overall customer service for VANITY GROUP’s hotel clients with a core focus on European clients and managing Customer Service Executives.


This role will be heavily focused on a successful end-to-end management program of all orders and ensuring customers’ expectations are met. Additionally, he/she will lead the Customer Success Officers, overseeing their day-to-day duties and development.


RESPONSIBILITIES


CUSTOMER SUCCESS

  • Working closely with the sales team, manage the customer success of all hotel clients in the UK/EU/Americas region
  • UK/EU/Americas customer order entries, integration with 3PL providers
  • Management of all 3PL relationships, reporting and facilitating monthly meetings with external contractors
  • Responsible for handling all customer calls and email inquiries within agreed SLAs
  • Responsible for placing all customer orders to 3PL warehouse through SAP and CSV files
  • Responsible for managing returns process with clients and 3PL warehouse
  • Providing quality and professional track and trace services to clients
  • Resolving service issues, complaints and claims within agreed SLAs
  • Work closely with freight forwarders, 3PL warehouse and transport to follow client orders from end to end – providing regular updates to client and internal stakeholders on order status
  • Assisting territory managers with ad hoc orders ensuring that nothing is missed with processing or delivery
  • Obtaining eta’s with out-of-stock items and providing regular updates to related inquiries about these eta’s.
  • Assisting the Finance Team with order tracing and PODs.


LEADERSHIP

  • Lead through our values, coaching, supporting and providing feedback to the Customer Success Officers daily
  • Lead a monthly department meeting with the Customer Success Officers making recommendations on areas of improvement and to keep across any deadlines
  • Ensure Customer Success Officers are accurately inputting data and meeting key SLAs
  • Assign tasks to Customer Success Officers based on capability and development opportunities
  • Be the Customer Success Gatekeeper, owning all processes and procedures of the department
  • Build strong relationships with other department leaders to ensure that the correct level of service is provided to all our clients consistently
  • Regular catch ups with each Customer Success Officer to ensure that daily tasks and duties are being completed to the standard of the department and company.
  • Be the overarching manager of all customer service processes in conjunction with territory managers, Customer Service Officers and clients


PROJECT MANAGEMENT

  • Actively participate in projects relevant to customer success improvement – SAP implementation, supply chain improvements, transport providers, etc
  • Provide meaningful feedback to the business in relation to recurring issues with clients, order process, and delivery.
  • Continuously provide solutions for the department as a whole whilst maintaining the SOP’s of the business
  • Implement best practice customer success principles and SLAs


STAKEHOLDER MANAGEMENT

  • Always maintain a high level of professionalism and motivational spirit with stakeholders
  • Working and collaborating with cross-functional teams to achieve outcomes and meet deadlines
  • Be a confident decision-maker, in situations of ambiguity and clearly conveying the reasoning for your decision
  • Manage upwards to Customer Success Manager, articulating delays/roadblocks with a solution-focused approach


⭐ ABOUT YOU

  • Minimum 4 years’ experience in a customer service role
  • Previous experience in a logistics/wholesale environment is desirable
  • Experience in beauty, hospitality or FMCG is highly desirable
  • Demonstrable experience working with customer service systems and working knowledge of ERP systems
  • Intermediate Excel skills
  • Working knowledge of SAP is advantageous but not required
  • Working knowledge of Salesforce is advantageous but not required
  • Strong communicator to facilitate business partnering
  • Organised and structured in daily duties
  • Confident trouble shooter


PERKS

  • Competitive Salary Package
  • Hybrid office/home workplace
  • Daily stocked “BRAVO BAR” snacks and munchies, for sweet or sour lovers.
  • Twenty free personal care products per year
  • Birthday Leave to celebrate your special day
  • Discounts with partner hotels locally and internationally
  • Recommend friend and family bonus scheme worth up to £500
  • 20% discount off award winning hair salon partner PERCY & REED LONDON hair products.
  • 15% off salon services & treatments (except blow dry appointments)
  • 50% discount off skincare partner TEMPLESPA on wide selection of luxury skincare, spa & beauty products
  • Welcome fragrance tapas and shot candle experience by JO LOVES including a personalized candle
  • Generous discounts from additional partner skincare, haircare and fragrance brands

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