Hybrid – 2 day a fortnight at the Bath HQ (with travel expenses covered).
We've partnered with the exciting high growth personalised jewellery brand Abbott Lyon as we search for a Head of Customer Service Experience to join their exciting team!
This is a fantastic opportunity to join Abbott Lyon on their journey, leading customer service experience enhancement to deliver best in class overall customer experience.
Company Overview
Abbott Lyon is all about creating affordable luxury, designer-inspired, trend-led jewellery and accessories with a personal touch. Founded in 2015 by Jezz Skelton & Asha Jones it has become a big hit globally, achieving eight-figure revenue direct to consumers via its website, and is the fastest-growing jewellery brand in the UK, and recently ranked in the Sunday Times 100. Abbott Lyon’s focus is on creating high quality, stylish and meaningful jewellery designs with thoughtful and personal touches.
Check out their website here: www.abbottlyon.com
About the role
At Abbott Lyon we’re on a mission to inspire our customers to shape products that are truly their own, through our beautifully curated product ranges combined with our leading personalisation techniques.
As our Head of Customer Service Experience at Abbott Lyon, your role will be pivotal in ensuring we underpin our high quality product offering with best in class Customer Service. As a company that receives millions of site visits per year, and hundreds of thousands of customer contacts ranging from delivery topics to helping people find the perfect gift, this is an exciting, high impact role with a direct impact on Abbott Lyon’s overall success and brand perception.
Reporting in to our Operations Director, you will be responsible for defining the Customer Service Experience strategy and ensuring a roadmap is in place to achieve these aspirations. Through analysis of our customer contact data and reviewing our customer journeys, you will identify, prioritise and deliver improvements that will move the needle across numerous areas including customer satisfaction, cost to serve, and repeat rate to name but a few.
This role is perfectly suited to somebody who is data driven, customer obsessed, collaborative, and innovative when it comes to creating a truly “Abbott Lyon experience” for our amazing global customer base.
This roles' responsibilities lie across;
Data analysis and insight:
* Analyse customer contact data to drive insight on the main opportunities to reduce the contact rate (e.g. reduce WISMO queries, optimise product information on the website)
* Analyse both employee and customer effort relating to the pre-purchase, purchase and post purchase journeys to identify enhancements, automations or self service opportunities (e.g. reduce messages per interaction for Quality cases)
* Create weekly/monthly insight dashboards to show customer contact/effort trends and the commercial and customer experience impact of improvements/initiatives already live
* Leverage wider business data (e.g. web page sessions, dwell time, post purchase surveys) to inform a wider Customer Experience roadmap
Abbott Lyon Tone of Voice/Principles:
* Working with our Brand team, define the overarching tone of voice for Customer Service to ensure every interaction reflects our values and style
* Create Customer Service policies that are consistently applied so that every time a customer engages with us, they get the same high quality experience
* Define our Customer Service principles that will inform our operating model (channels, target SLAs, returns/warranties etc.)
Voice of the Customer:
* Collate and provide insights to wider Abbott Lyon departments (Web team, Social team, Product development etc.) on key opportunity areas
* Develop and lead the customer care strategy for social/review platforms (Meta, Trustpilot, Reviews.io etc.) with the view of improving our ratings to enhance brand trust
* Implement effective customer feedback mechanisms to gather insights, measure customer satisfaction, and identify areas for improvement.
* Own the “contact rate” with the aim of reducing customer contacts by 50%
* Working in tandem with Trading and Brand teams, review and optimise communications to ensure we are clear and supportive of our customers throughout their experience with us
* Define and implement a differentiated Customer Experience for Abbott Lyon, leveraging self-service, data frameworks and tailored journeys
* Keep up to date on industry trends, emerging technologies, and best practices to drive innovation and maintain a competitive edge.
We’re excited about you because …
* You have proven experience developing customer focused strategies with successful implementation, resulting in empirically improved customer experience
* You have deep understanding of customer journey mapping, segmentation, and customer experience optimisation
* You have a “hands on” disposition and will get stuck in on the front line of customer interactions, personally understanding the current challenges and opportunity areas
* You have an in depth knowledge of current best practice and vendors in the customer service/experience space
* You are both strategic and analytical, with an ability to break down problems and drive solutions; proven track-record translating data into actionable insights and strategic recommendations
* You have a proven track-record of cross functional collaboration and influencing business partners
* You are an exceptional communicator with strong written, verbal and presentation skills, and the ability to convey effectively complex data to diverse audiences
* You have strong interpersonal skills, with a hunger for learning and development; a team player with a positive attitude
* You have a strong ability to prioritise and manage resources to maximise results
* You thrive in a dynamic, fast-paced work environment with other colleagues who are also motivated and collaborative
Why You’ll Enjoy Working at Abbott Lyon
A key factor behind our amazing success story is our unique culture. It possesses all the hallmarks of a typical entrepreneurial business; people at Abbott Lyon are encouraged to think big, be brave and commercially aggressive, take calculated risks, drive hard, relentlessly focus on every detail to improve every aspect of the business, and move at lightning speed. Still, this is a genuinely positive place to work, full of collaborative high-achievers, all determined to deliver Abbott Lyon’s ambitious plans.
Location
Our head office is in Bath but we operate a flexible hybrid model. Around 40% of the team are based near Bath, with others distributed across the UK.
* Rewarding base salary of up to £55,000 depending on experience +10% bonus package
* Flexible and remote working arrangements, there’s a minimum requirement of two days a fortnight in office in the Bath HQ – with travel expenses covered by AL.
* The opportunity to travel to the regions you are working across.
* Lots of potential for career development and training
* Private Health Insurance
* Fun and friendly team with regular socials
* Opportunity to be a part of the fastest growing jewellery brand in the UK!
If this sounds like you then hit apply or email Sam on sam@hypergrowthrec.co.uk to find out more!
Abbott Lyon is dedicated to building and supporting a brilliant, diverse and hugely inclusive team as an equal opportunities employer. We don't discriminate against gender, race, religion or belief, disability, age, marital status or sexual orientation. Whatever your background may be, we welcome anyone with talent, drive and emotional intelligence to apply to our vacancies, as we recognise the importance of diversity; we’re excited to see what contributions you will bring to our Abbott Lyon team! Should you require any support throughout the recruitment process, please do not hesitate to let us know what adjustments you may need.
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