Customer Care IT Project Manager (temp)

Your Journey

This is a six-month contract role for an IT Project Manager who will work on introducing a new Customer Care case management system at Sweaty Betty that can form the basis for tracking all customer interactions and simplifying operational processes. Ideal candidates for this role will have a breadth of knowledge of case management tools for 150+ users supporting across multiple communication platforms (such as calls, live chat, and emails) and will have experience in delivering implementation projects end-to-end in multi-channel retail environments.

Sitting within the IT department at Sweaty Betty, you will bring your proven technical experience and be ready to work cross-functionally and with third parties to define requirements, select a software solution, and plan and execute the implementation.

We are building a distinctive shopping experience across every digital channel to deliver a world class service for our growing numbers of customers. This role will be key in implementing a tool that will immediately add value to the business. With a customer focused, positive, people-oriented, and highly organised attitude, you will use your experience to guide Sweaty Betty through the implementation process. Working closely with external partners as well as members of the team across all levels of the business, you will have a can-do attitude and be passionate about ensuring the business is always online and supported.

Your SB Journey:

• Managing the end to end implementation of a new ticketing system for Customer Care from selection through to go-live
• Working closely with Customer Care to gather and document requirements
• Software selection
• Project Delivery and Resource management
• Ensuring requirements are documented and delivered
• Project budgeting
• Producing documentation to support the project
• Utilising technical skills guide the project delivery

Must Haves

• Project Management experience
• Strong Technical Knowledge, particularly Customer Care tools, data and interfaces between systems
• Experience implementing a case management tool with capabilities to integrate into eCommerce and Retail platforms (live chat, calls, emails)
• Experience in guiding stakeholders through the software selection process
• Time management
• Budgeting
• Third party management
• Expert knowledge in Excel
• Strong visualisation experience
• Good commercial & senior stakeholder skills
• Ability to create clear documentation and find opportunities to optimise operational processes
• Self-starter who is able to work independently to drive change forward

The Extras

• Generous clothing allowance
• 50% off all Sweaty Betty merchandise
• 23 days holiday, with buy and sell holiday option
• Sample sales
• Company bonus scheme
• Cycle to work scheme
• Monthly Office Meeting
• Generous Company Maternity, Paternity and Adoption Pay and Childcare support
• Discounts at the best Studio Classes
• SB Flexible Working: we currently work flexibly between the office and home. Our focus remains keeping everyone safe and we will continue to review this in line with government guidance

Our D&I Commitment

Our Values: Well + Fit = Happy. It’s Personal. Keen To Be Green. Rebellious Spirit. Bordering on Obsessive. Green Juice & Cocktails.