We are currently looking for an experienced Customer Service Manager to lead a vibrant customer service department for a large reputable e-commerce retailer who specialises in the FMCG industry. The role will undertake a fresh approach on improving the customer experience both through online & physical shopping journeys, & will take responsibility for implementing new strategies to increase brand exposure, product placement & CSR levels.
Client Details
Our client is a leading online retailer specialising in the delivery & produce of commercial goods to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the FMCG & retail industry by blending high-quality offerings with an exceptional customer experience journey.
Description
Key responsibilities will consist of:
Supervise and support Retail Logistics Coordinators and Team Leaders.
Coach and develop the team to enhance performance and accountability.
Implement best practices to optimise retail logistics operations.
Track key performance indicators to drive customer satisfaction and continuous improvement.
Partner with cross-functional teams to address order processing challenges.
Evaluate operations and recommend enhancements for efficiency.
Serve as the Oracle ERP business lead for system improvements.
Experience in E-commerce system navigation.
Work with IT and operations to test and implement new solutions.
Deliver technical support and training to team members.
Identify and execute strategic initiatives to eliminate process inefficiencies.
Profile
The successful candidate will consist of:
Exceptional leadership and motivational abilities.
Demonstrated success in leading teams within fast-paced operational environments.
Strong analytical and problem-solving capabilities.
Proven expertise in developing innovative solutions to enhance productivity.
Results-driven, with a focus on achieving team and company objectives.
Strong interpersonal skills, with the ability to influence and lead effectively.
Excellent written and verbal communication skills.
Highly collaborative, skilled in leading meetings and engaging with cross-functional teams.
Ability to set and manage multiple priorities while effectively delegating tasks.
Job Offer
Basic starting salay of £35k + DOE.
Team performance-related bonus.
Pension contribution.
Product & in-store discounts.
Hybrid working with flexibility.
Free parking.
New & recently refurbished office environment.
Free days out & monthly reward incentives.
Free gym memberships & loyalty schemes