Customer Experience Manager - eCommerce Retail Brand

Customer Experience Manager - eCommerce Retail Brand (Weekdays)
Colchester HQ
Excellent Salary + Company Bonus Scheme (up to 15% of salary) + Perks

Ready to join one of the most exciting and fastest-growing brands in the UK?

We are officially one of the UK’s fastest growing companies. Not only did we rank number 34 in the recent Sunday Times Fast Track league table, but we also placed as the 6th fastest growing online retailer in the UK.

Despite such success, we are just at the start of our journey. With 13 European websites and counting, plus expansion into the USA, China and beyond; we have ambitions to become the No.1 online sports nutrition brand in Europe – and ultimately the world. We need your help to do this. Join the likes of Anthony Joshua, Tom Daley, Jonathan Joseph, Lucy Watson & Lucy Mecklenburgh - our brand ambassadors who all share our vision to Dominate Life™ and be the best…

Where you come in:

The Customer Experience Manager is responsible for all aspects of a multimedia Contact Centre, driving customer service excellence across the team. 

Responsible for all coaching, training across the customer service function. 

Customer Experience Manager Key Accountabilities:

+ Conduct regular coaching sessions with all members of the team.
+ Responsible for all training and development across the CS department. Designing and deliver bespoke training courses aligned with the customer service proposition. 
+ Culture, must display the ability to lead people with tact, diplomacy & maturity and possess the personal drive to inspire others to reach the goals as set out in the strategic and operational plans.
+ Accountable for the leadership and management of the Customer Service Department on a day-to-day basis.
+ Responsible for delivering the customer delivery proposition. 
+ Responsible for KPI delivery
+ Resource planning resource across the Contact Centre
+ Leading and engaging the Customer Service team to deliver continued business performance and ensure the Customer Service Department can support future business growth. 
+ Working alongside the Senior Operations team to create the strategic direction for the Contact Centre 
+ Be a brand ambassador with all internal and external stakeholders
+ Data analysis and reporting.
+ Adhoc duties as and when required.

Ideal Candidate Specification: 

+ Strong management experience in a customer facing role
+ Excellent coach with a training background. 
+ A nature leader with proven track record of engaging and motivating teams in a Customer facing environment. 
+ Self-motivated, independent and target driven
+ Exceptional communication skills. 

Salary, Hours & Benefits:

+ Excellent Salary
+ Annual Company Bonus Scheme – up to 15%
+ Pension
+ Company discount scheme
+ Perk Box subscription with reduced price gym memberships, cinema tickets and free mobile phone insurance
+ Casual dress code
+ Career progression
+ Working hours: Monday to Friday 8am to 6pm

You may have worked in the following capacities:
Contact Centre Manager, Customer Service Supervisor, eCommerce Customer Services, Online Customer Services, Retail Customer Services Manager, Customer Experience Supervisor, Customer Service Assistant Manager, Web Customer Care, Web Retail Customer Support

Interested? Apply here for a fast-track path to the Hiring Manager

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.