Aug 11, 2018
This is an amazing opportunity to work in the Head Office of a Global and well known Fashion's Digital E-Commerce business based in Central London. The main responsibilities of this role are to help develop and strategize the digital customer services, ideally from fashion e-commerce background. You'll understand have worked on e-commerce systems and customer service software's, you'll be a key player in analyzing and keeping on top of data whilst using this to inform decisions and build upon an incredible customer experience. You will have experience in managing projects within a fast-paced environment whilst also being an inspiring leader. Duties Include: Establishing the Customer Service Team: Evaluating the current digital customer service operation for the global platform (UK & US) and assess against 'best practice' considering both what is required now and for the future. Defining a customer service philosophy which falls in line with the brand message and reflects the goal of customer centricity. Develop and coach a team globally Identify and implement of working practices which will support the customer service goals and reflect both what is different/same in relation to customer behavior and expectations across two key markets. Working closely with the digital leadership team to deliver customer service improvements and reduce contact time/waiting. Leading the customer service team: Managing each channel (telephone, social media and email) with appropriate KPI's and SLA's Utilizing available data and performance against KPI's (including NPS) to devise and implement solutions which improve customer satisfaction, maximize sales and capture customer contacts through all channels (includes telephone, email and social media) and ultimately increase satisfaction whilst decreasing numbers of contacts. Use data and insight to deliver personalization of customer service with exceeds expectations and reflects the brands vision and aspirations. To be the 'subject matter expert' for customer services internally and share the in line insights and reporting with all key stakeholders (including operations, digital trading teams, brand, social platforms and product teams) Ensuring the right feed into the customer services team from product, brand and digital teams so that all team members is an Ambassador for the brand who can then deliver exceptional customer service. Create an engaging team environement through setting goals and progress plus support performance through constructive feedback and coaching. To ensure all resource plans are in place which reflect the forecast, and build capacity to cope with peaks and troughs without this effecting service levels, in the most cost-effective way. The Person/Required Skills: Experience in digital customer service, ideally from footwear or fashion background Background in call routing within busy call centres with in-bound and out-bound calls Experience working on Projects (Project Management) Strong understanding of ecommerce systesma nd customer service software (i.e fraud tools) Commerical knowledge with a good understanding of digital business drivers Proactive in identifying, resolving and communicating challenges. Excellent organisational skills - can work strongly managing several projects at the same time. Passionate about making customers satisfied and happy on a personal level and through utilisiing data and insights to inform decisions. Experience a culture of excellent customer service. Strong and motivational leader with strong communication skills Experience of working in change management environments in a rapidly growing and changing environment Experience in working with Global teams - preferably UK and US