Location: Leicester
Type: Permanent
Industry: Ladieswear
Job Ref: TGM2055
The Company:
An amazing opportunity for an experienced Customer Success Manager to join a growing fashion supplier and online brand. This role will be part of the E-commerce department and will focus exclusively on supporting the company’s e-commerce clients. Experience using platforms such as Slack, Trello, and Zendesk for managing customer communication and task workflows is advantageous
Responsibilities:
* Work as part of the developing E-commerce Team
* Managing client relationships
* Acting as the primary point of contact for customer queries.
* Overseeing the client onboarding process
* Ensure a smooth start for new clients.
* Proactively monitoring client satisfaction and addressing concerns to prevent escalation.
* Handling day-to-day customer issues, including queries on order status and product concerns.
* Collaborating with internal teams to ensure seamless client service and resolve any operational issues.
* Managing and supporting a direct report in the order fulfilment team.
Experience
* To be successful in this role, you should have:
* 3+ years’ experience in customer success, account management, or client relations, preferably within e-commerce.
* Strong leadership abilities, including experience managing staff or direct reports.
* A customer-first mindset, with excellent communication and relationship-building skills.
* Strong problem-solving abilities and a proactive approach to managing client needs.
* Organisational skills and the ability to manage multiple tasks in a fast-paced environment.
* Familiarity with CRM systems and client management platforms is highly preferred.
* Experience with e-commerce and fulfilment processes is highly desirable.
* It would be beneficial for the Customer Success Manager role if you also had:
* Strong written and verbal communication skills.
* Experience using platforms such as Slack, Trello, and Zendesk for managing customer communication and task workflows.
* Familiarity with Linnworks for inventory and order management would be an advantage (but not essential).
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