Head of Customer Experience - eCommerce

Location
Colchester
Salary
Competitive Salary Package + Benefits
Posted
16 May 2019
Closes
13 Jun 2019
Ref
12615
Contract Type
Permanent
Hours
Full Time

Head of Customer Experience - eCommerce Contact Centre - Sports Nutrition Brand
Colchester
Competitive Salary Package + Benefits Package

Ready for your next challenge? Ready to be part of the fastest growing success story in active nutrition? Ready to have some fun?

If yes, we'd love to hear from you.


We are at the start of an incredible journey, with a mission to move the business from a manufacturing-led retailer to a destination brand for active nutrition. We need your help to do this…

As Head of Customer Experience you be responsible for:

+ The creation and execution of Contact Centre strategy
+ Managing all aspects of a multimedia Contact Centre
+ Driving customer service excellence across the team
+ Department budget

Head of Customer Experience Key Accountabilities:

+ Leading the strategic and operational delivery of our customer service function
+ Working with key stake holders across the business to define the ‘Voice of the Customer’ and delivering a consistent and trusted brand experience at every single touchpoint on the customer journey.
+ Project Management.
+ Continually look for ways to improve our customer experience journey, whether it be digitally, traditionally or something more innovate. 
+ Evolve and transform process and service by embracing digital and other technology. 
+ 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.
+ Responsible for KPI delivery
+ Leading and engaging the Customer Service team to deliver continued business performance and ensure the Customer Service Department can support future business growth. 
+ Be a brand ambassador with all internal and external stakeholders
+ Data analysis and reporting.
+ Adhoc duties as and when required.

About You

+ Strong management experience in a customer facing role
+ Excellent coach with a training background (1x direct report - Customer Experience Team Leader)
+ 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 & Benefits:

+ Competitive salary
+ We’re open & honest, actively listening to employee feedback to help us in our goal to become one of the best places to work
+ We have huge ambition and actively support each other to hit goals and drive the business forward
+ All sorts of Learning & Development support, including a dedicated budget per team
+ Statutory pension scheme
+ Perkbox subscription with discounted cinema tickets and gym membership
+ Casual dress code
+ Company discount scheme
+ Annual company bonus scheme
+ Regular product desk drops
+ Monday to Friday 9am to 5pm

You may have worked in the following capacities:
Customer Experience Manager, Contact Centre Manager, eCommerce Customer Experience, Retail Customer Experience,

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.

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