Outbound Customer Success Executive
Location: Warrington, Cheshire
Job Category: Other
EU work permit required: Yes
Job Description
We are seeking an Outbound Customer Success Executive to focus on proactively managing the emotional experience of our UK customers. Your role will involve creating memorable moments within the customer journey, impacting business growth by increasing new customer acquisition and retention, and enhancing our brand loyalty and advocacy.
You will be responsible for engaging with new customers and re-engaging lapsed customers, ensuring a positive experience and addressing any concerns to foster loyalty.
Immediate Responsibilities and Hot Projects
* Drive a shift from a service-based to an experience-based approach in Customer Management
* Implement core KPIs to measure effectiveness in customer strategy
* Focus on increasing Trust Pilot and NPS ratings
Day-to-Day Responsibilities
* Make outbound calls to recent customers to confirm order receipt, gather feedback, and provide product advice
* Reach out to inactive customers to understand reasons for inactivity and encourage re-engagement
* Support new customers with product guidance and usage advice
* Identify barriers to repurchase among lapsed customers and suggest improvements
* Record and relay customer insights to relevant teams
* Maintain knowledge of our product range to assist customers effectively
* Resolve customer questions or issues promptly
* Manage daily tasks to meet KPIs and outperform expectations
* Represent the brand professionally in all interactions
Requirements
* Team player with a target-driven mindset
* Strategic thinking and appreciation
* Creative, brand-loving, and passionate about service
* Self-learner and teacher
* High standards for quality and relationship building
* Excellent interpersonal and communication skills
* Motivated self-starter with a flexible attitude
Essential Skills
* Proficiency in English (written and spoken)
* Customer service or sales experience
* Proven track record of self-development and target achievement
* Interest in health, fitness, and nutrition
* Empathy, active listening, and problem-solving skills
Core Behaviours
* Pace: Act quickly to build momentum
* Communication: Value team collaboration
* Trust: Follow through on commitments
* Transparency: Be open and honest
* Challenge: Embrace discomfort for growth
* Learn: Foster experimentation and improvement
* 360 Management: Lead at all levels
If you love customer care, fitness, and nutrition, and want to build lasting customer relationships, we want to hear from you!
#J-18808-Ljbffr