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!
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