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Head eCommerce Customer Service and Experience

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Join a successful eCommerce Business as their Head of Customer Experience.

Category

eCommerce

Reference

eal040620a

Salary

£DOE

GBP DOE
Full-Time

Date Added

2020-06-04

2022-06-04

Level

Head of...

Location

North West

Manchester M1 2AQ Piccadilly

The Candidate Ltd


Head of Ecommerce Customer Services and Experience - Ecommerce UK and Europe – North West – Salary DOE

Our client is in search of a customer expert to join their team and thrive as the Head of Ecommerce Customer Services and Experience as part of their innovative, fast-paced pureplay business.

The successful candidate will be joining a team of senior talent that spanning across pureplay online brands to the big high street names.

Working closely with the CMO and MD, the successful candidate will lead a talented team of international customer experience executives.  They will deliver the customer section of the brand, drive customer service performance, manage systems and take ownership of key website experience elements ensuring  a clear path to conversion along with a whole host of other responsibilities!

They will be at the centre of all things customer and have an opportunity to take the reins and lead.

Following a huge period of growth, our client is looking for a Head of Customer Experience to join their team and make an impact in the business from the get-go. This opportunity would be the perfect next step in the career for a customer and brand centric individual with previous success growing online retail businesses.

 

Roles and Responsibilities of the Head eCommerce Customer Service and Experience

  • Deliver customer strategy and form an integral part of the brand and overall marketing strategy
  • Keep customer experience reactive to their needs and wants
  • Lead and develop an international team of CS executives ensuring KPI’s are smashed
  • Take full advantage of the autonomous nature of this role and deliver using innovation, most up to date technology and software
  • Use innovation and technology to deliver a best in class customer experience
  • Own personalisation and make it relevant to your customers
  • Integrate customer services with trading
  • Optimise Acquisition and performance of retention rates

Skills and Attributes

  • Highly experienced in customer service and sales
  • A wealth of experience in eCommerce customer service
  • Net Promoter Score (NPS) management experience
  • Experienced in delivering Service Level Agreements
  • An excellent people and team manager

 

If this exciting role sounds like it could be the next step in your career then apply now. Alternatively for more information contact one of our award winning team on 0161 833 1044 or email [email protected]

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