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Customer Care Manager

Please Note: The application deadline for this job has now passed.

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

Sweaty Betty Ltd

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