The Senior Customer Services Manager will own the process, systems and insight that make great service sustainable and scalable. Responsible for the end-to-end customer experience across our omnichannel operation (retail stores, online, membership and loyalty) the Senior Customer Services Manager will have an operational focus coupled with the ability to own escalations and step in on tickets when workload demands.
Key Accountabilities & Responsibilities(include but are not limited to):
- Champion a customer-first culture across the team
- Work with the team to create moments that go beyond expectation: making customers feel seen and valued
- Act as the internal voice of the customer - bringing the perspective of our customers and members into commercial, product and operational decisions
- Work closely with retail, digital, and membership teams to ensure the customer experience is joined up end-to-end
- With support of the Customer Services Manager, manage and triage the team's ticket queue, stepping in to handle tickets directly when workload requires
- Manage our presence and reputation across all customer-facing review platforms including Google Revi...