Our client is a powerhouse in the global online fashion space, reaching millions of style-conscious shoppers every day. They are currently seeking a visionary Senior Customer Experience Manager to spearhead their front-line operations and transform "customer support" into a world-class "customer experience."
In this role, you wont just be managing tickets; you will be the lead architect of the customer journey. Our clients promise is to make fashion effortless, and you will ensure that from the moment a shopper hits 'buy' to the second they trial their new look at home, the experience is seamless. You will sit at the intersection of tech, logistics, and style, using data to anticipate friction before it happens and leading a large-scale operation to deliver "wow" moments at pace.
Requirements
* Operational Excellence: Proven experience managing large-scale, multi-channel contact centres (Live Chat, Social, Email, and Phone) within a fast-paced e-commerce environment.
* Strategic Leadership: Ability to manage departmental budgets, workforce planning, and BPO partner relationships across various international territories.
* Tech Stack Mastery: Expertise in CRM and help-desk platforms (such as Zendesk or Salesforce) and a passion for leveraging AI and automation to streamline "simple" contacts.
* Voice of the Customer: A track record of using CSAT, NPS, and contact-reason data to influence our clients wider business—from the warehouse floor to the web development team.
* Project Management: Experience delivering complex CX projects, such as implementing new self-service portals or launching international returns solutions.
The Right Candidate Should Have
* The Fashion Pulse: A deep understanding of the online fashion landscape. You understand that for our clients customers, a delayed delivery isn't just a logistics fail; its a missed birthday outfit or a ruined weekend plan.
* Analytical Rigour: You are comfortable diving into a spreadsheet to find the "why" behind the "what," turning raw data into a compelling narrative for our client's executive team.
* Adaptability: The agility to pivot during peak periods like Black Friday or January Sales, maintaining team morale when the pressure is on.
* Emotional Intelligence: A natural coach who can mentor Team Leaders, ensuring our clients unique brand voice is consistent, empathetic, and inclusive in every interaction.
* Global Mindset: Experience in a business with a global footprint, understanding the nuances of different markets and localising the customer experience accordingly.
If you are a CX leader who thrives on pace, loves solving complex puzzles, and is obsessed with making customers smile, our client wants to hear from you. This is an opportunity to join a brand at the forefront of digital retail and lead a team that doesn't just answer questions—I mean to build loyalty that lasts a lifetime.
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