Customer Care Manager
Your Journey
We are looking for a Customer Care Manager who is bordering on obsessive about the experience we provide to our customers. You understand taking a personal approach can make a lasting impression and foster long term customer relationships. Most of all we are looking for a manager who sees this opportunity as more than just a job!
This role will report to the Vice President, Ecommerce and as a guardian of our customer service, you are responsible for training, managing and motivating a team of c.10 to deliver the customer experience we are renowned for.
Our Values: Well + Fit = Happy. It's Personal. Rebellious Spirit. Bordering on Obsessive. Green Juice & Cocktails.
Your responsibilities will include:
- Being a point of escalation to solve customer concerns that are not easily resolved in the first instance by the team
- Troubleshooting complex customer queries efficiently
- Set performance levels and KPIs for team; measure and review to ensure customer expectations are always exceeded and satisfaction levels maintained
- Work closely with the Ecommerce team to improve the customer experience by relaying customer feedback trends and insights
- Provide continuous training to ensure expert product and systems knowledge within the team
- Manage, coach and develop the Customer Care team, embedding our Sweaty Betty values
- Ensure team engagement with the brand through awareness of business initiatives and objectives
- Manage the rota to ensure appropriate staffing levels within budget
Please note: this role requires flexibility to support the team during all open hours. As such, you may be required to work some weekends and some evening shifts.
Must Haves
- 2 years experience within a Customer Care management role
- Experience within Retail
- Excel
- Strong communication skills
- Problem-solving skills
- Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
- Motivational skills and an ability to supervise and mentor a strong team
- Creative thinking, to be able to come up with new ideas to improve Customer experience at Sweaty Betty
- An ability to work well under pressure
The Extras
· Generous clothing allowance
· 50% off all Sweaty Betty merchandise
· Free exercise classes in our on-site studio
· Sample sales
· Cycle to work scheme
· Company bonus scheme
· Flexi hour scheme, including 4pm Friday finish
· Generous Company Maternity, Paternity and Adoption Pay
· Childcare Support
· Discounts to the best Studio Classes
· Quarterly Support Office Parties
· 23 Days holiday, with buy and sell holiday option
· Fresh Fruit Monday