We are looking for a customer-focused leader to drive best-in-class experience for our fashion brands community. In this role you will lead our Customer Success team, ensuring seamless post-purchase journeys, strong community engagement and continuous improvement across all touchpoints. If this sounds like you, please read on!
Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.
WHAT YOU’LL DO:
* Lead and develop a team of Customer Experience Advisors, ensuring service levels are met, customer satisfaction is high and retention is maximised.
* Foster a customer first culture across all departments.
* Implement policies & procedures that align with the interests of this fashion brand and its customers, including a process of continual improvement.
* Train, coach and mentor team members, including any performance reviews, skills mapping and succession planning.
* Act as an escalation point for customer inquiries, guiding the team through complex issues.
* Own the end-to-end customer returns process, ensuring timely resolution of cases. Analyse trends, collaborate with internal teams (Operations, Logistics, Product) to ensure customers receive clear, empathetic communication through the return journey.
* Provide customer insights to influence product development, merchandising and marketing.
* Manage the NPS & CSAT score process. Build predictive reporting, anticipating churn risk or problem categories before they spike.
* Track key metrics such as repeat purchase and customer lifetime value, developing strategies to improve them.
* Oversee complaints handling, ensuring policies remain effective and that public-facing issues (social media, reviews etc.) are managed quickly and positively.
* Partner with internal and external teams such as internal ticketing systems, returns systems, shipment tracking systems, to optimise the full customer journey.
* Lead seasonal and crisis planning, ensuring smooth customer communications during high-volume or sensitive periods.
* Drive CX technology improvements, leveraging automation and self-service tools without losing brand authenticity.
WHO YOU ARE:
* Problem-Solver: you seek out on simplifying complexity, discovering hidden answers, rooting out hidden problems, and finding solutions.
* An Agile Learner: you learn quickly when something changes, you see failure as an opportunity, and you easily understand underlying structures and intentions.
* Solid Decision Maker: your solutions and suggestions are based on wisdom, critical thinking, experience, and sound judgment.
* Compassionate Leader: you are genuinely interested in the success of others, a champion for their goals, offering appreciation and feedback; you’re viewed as approachable and fair.
* Reliable Communicator: you are good about keeping people updated about changes, and your written and verbal communication is clear and concise.
This role is fulltim4, and based 3 days a week in East Sussex