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Customer Care Manager – eCcommerce – No.1 Home Robot Brand

Employer
Recruitment Revolution
Location
London
Salary
£45,000 - £55,000 Plus Benefits
Closing date
8 Feb 2022

View more

Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Function
Customer Service
Job Level
Management & Executive
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Job Details

If you have appropriate leadership & management experience supporting e-care, omnichannel or digital teams in a digital retail environment, we’d love to talk…

Role Info:

eCommerce Customer Care Manager
Central London, SW1 / Hybrid Working
£45,000 – £55,000
Plus Benefits
Product: World Leader in Consumer Robot Vacuums / Floor Care

You’ll be a good match if you have these skills:

+ B2C sales and order management (EMEA/global)
+ Contact centre experience in .com companies (EMEA/global)
+ Performance management for sales and growth programs
+ Voice of the Customer and Customer Experience analysis

About Us:

Founded in 1990 with the vision of making practical robots a reality, we have sold more than 30 million robots worldwide.
We are committed to fostering invention, discovery, and technological exploration in the pursuit of practical and valuable robot products for the home.
Our company is full of creative and driven individuals working together to make the impossible possible. The company's corporate headquarters are located in Bedford: MA, USA, with offices also in Pasadena: California, London, Shanghai, Guangzhou, Hong Kong, and Tokyo.

The Ecommerce Customer Care Manager Opportunity:

We are seeking a customer care leader with a customer-centric mindset and proven record of building, leading and growing best in class ecommerce customer care teams in a fast-growing environment.

You will be responsible for the overall Contact Center sales performance, ecommerce programs and revenue driving initiatives in EMEA.
This role is the liaison between care and commercial organization, leads ecommerce customer care operations, develops and executes initiatives, programs and processes that meet or exceed ecommerce revenue and experience goals. You will strive for relentless improvement of customer experience and are a strong customer advocate.

The role manages 4 practice areas:

+ Ecommerce programs: execute, grow, and lead ecommerce customer care initiatives that improve the overall satisfaction with our website, e-care while growing digital revenue.
+ Ecommerce customer experience: Partner across functions and departments to address ecommerce customer experience gaps and improve overall satisfaction.
+ Order Management: Establish ecommerce support processes and best practices including proactive management of order and fulfilment issues, reporting and oversight.
+ Revenue driving: Leads initiatives that focus on sales retention, incentive programs and sales goals. Manages the performance of the sales support team.

About You:

+ BA. /BSc. in Business or related field.
+ 7+ years’ experience supporting e- care, omnichannel or digital teams.
+ Experience in a retail digital environment required
+ Prior demonstrated success in a similar position
+ Experience in creating processes and procedures that support contact centre ecommerce teams
+ Demonstrated ability to manage the care related pieces of an ongoing DtC transformation project
+ A demonstrable knowledge of contact centre metrics, best practices and sound understanding of contact centre workflow
+ Ability to develop training of ecommerce and sales programs including designing workflows, SOPs
+ Ability to develop and track key performance indicators, establish orders monitoring dashboard to track orders flow
+ Previous experience supporting consumer electronics, warranty and repair programs desired
+ Experience with supporting premium brands with fast-growing digital channels (app, direct/ecommerce) strongly preferred
+ Experience with managing ecommerce and revenue driving programs strongly preferred
+ Experience with implementing order management systems preferred

Skills:

+ Excellent Performance management and Improvement
+ Strong interpersonal skills and ability to effectively communicate and collaborate on complicated concepts and recommend courses of action
+ Strong project management skills, ability to complete projects on time, problem-solving skills and ability to translate analytic data into strategic ideas
+ Process mapping and Improvement
+ Proven record of driving change and significant improvements in customer care ecommerce operations
+ Analytical skills. Strong attention to detail. Ability to build operational reports, measure and track improvements.
+ Excellent organizational skills and ability to meet tight deadlines in an environment of competing priorities.
+ Demonstrated ability to drive change and influence individuals at all levels of the organization and to take appropriate risks

Systems:

+ Experience in Salesforce Service Could and Commerce Cloud preferred.
+ Must be highly knowledgeable in order management, warehouse management and payment processing systems
+ Familiar with data visualization tools, such as Tableau, Qlik

Sounds like a good fit? Apply here for a fast-track path to the Hiring Manager.

You may have worked in the following capacities:
Ecommerce Customer Care Manager, Customer Service Sales Manager, eCom Customer Support Manager, eCommerce Customer Contact Centre 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 you may be contacted 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.

Company

We’re Talent Acquisition Specialists that founded change in 2005. Since then we’ve helped over 2500 clients grow, prosper and lead.

# Our Story

Frustrated by poor experiences with traditional agencies, our founders (just two regular candidates), decided that the outdated industry needed modernising and a new balance of power. In 2005, a new kind of agency model was born, putting the client and candidate at the heart of the experience whilst removing the pushy sales, schmooze and high fees.

# What makes us different?

Aside from a sensible fee model, custom technology and a direct unhindered path to candidates we…

…don’t sell candidates and we don’t sell jobs: we facilitate relationships and champion the process of ‘organic hiring’ to help create stronger and longer-lasting engagements.

# Who we work with

With an industry reputation for delivering results we are the go-to talent finders for tech start-ups to global brands who all demand the best service and talent.

From business owners hiring 2 people a year to Internal Recruiting teams hiring 200+ people a year, RR sources talent across all sectors and levels.

# Reputation

Our expertise has also been called upon by some of the leading job boards including the UK’s No1. Reed.co.uk.

Recruitment Revolution is a member of the REC with a 100% compliance pass rate and holds a Feefo 5* Platinum Award for Service.

For more information please contact Team RR on 0800 294 3113 or visit https://www.recruitmentrevolution.com

 

Find Us
Website
Telephone
01344844064
Location
Castle Hill House
12 Castle Hill
Windsor
Berkshire
SL4 1PD
United Kingdom
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