The Role
Digital Tonic are working with an insanely ambitious, premium FMCG brand in Devon, as they embark on their search for a Customer Experience Manager. This is a company that is continuing to experience record growth due to their strong brand presence, the quality of their products, and unrivalled customer care - which is where you come in. This company is very serious about being best in class for customer experience, and so we are looking for a seasoned customer service professional who has a strong track record of motivating and inspiring teams.
Managing a team of 4 CSRs, you will be responsible for all of the day to day management of the team which will involve 1-2-1s, training and support, holding the team accountable for KPIs/targets, analysing individuals’ and team performance, identifying areas for improvement, absence return meetings, and recruitment. You’ll be approachable and caring but also able to uphold high standards within the team, all whilst fostering a positive, upbeat environment for your team.
Your role will also have a dotted line into the eCommerce/digital team, since the majority of customer service queries are related to the website, and so you will also be responsible for analysing the customer service touchpoints to determine whether they are fit for purpose, and how they can be more streamlined and efficient, as well as developing customer satisfaction strategies. You will hold overall responsibili...