About the House of Creed
The House of Creed is an authentic, luxury perfume house dedicated to the creation of highly original artisan fragrances made from the finest perfume ingredients the world has to offer.
About the Role
We are seeking a Global Head of eCom Customer Experience for our team in London (hybrid) with a passion for luxury, the drive to make a difference, and the desire to shape the future of our business. This is a full-time role.
Purpose of the Role
To develop and execute a customer strategy that enhances the online shopping experience across all digital platforms. This role is pivotal in delivering the ‘voice of the customer’ across various departments, ensuring a cohesive and integrated customer experience.
Key Responsibilities
eCommerce Customer Service Strategy & Leadership:
* Ensure that digital touchpoints provide exceptional and consistent customer experiences worldwide.
* Implement the highest standards of Customer Support, tracking KPIs related to customer satisfaction, engagement, and retention.
* Work collaboratively with operations, marketing, product development, and other departments to ensure the voice of the customer is heard.
* Ensure 3rd party Customer Service agencies uphold the highest level of service.
* Provide regular reports to senior leadership on customer service performance, customer feedback, product insights, and emerging service trends or issues.
Customer Insights & Data:
* Lead initiatives to improve NPS & CSAT, including reviewing service offerings, establishing a knowledge base, and ensuring best-in-class training for Customer Service teams.
* Establish programs to capture and analyze customer feedback through surveys, social sentiment, online reviews, and other digital touchpoints.
* Use data and insights to map and analyze the digital customer journey, identifying friction points and opportunities for improvement (checkout, order tracking, returns, etc.).
Innovation & Continuous Improvement:
* Develop and oversee processes for managing and improving customer service effectively, leveraging AI as an enabler.
* Ensure customer experience initiatives are supported by the right tools and platforms.
* Work closely with the Global Head of eCommerce to secure time on the digital tech roadmap to deliver service-improving developments.
Skills/Experiences Desired:
* Proven experience (typically 8+ years) in customer experience, customer success, or a related field, with a strong track record of leadership.
* Expertise in customer journey mapping, customer segmentation, and experience design principles.
* Familiarity with customer experience metrics (e.g., NPS, CSAT, FTR) and data-driven decision-making.
* Exceptional communication, presentation, and interpersonal skills with the ability to influence at all levels of the organization.
* Experience working with customer experience technology platforms and eCommerce systems (e.g., Shopify, Gorgias, etc.).
Why the House of Creed?
Luxury Redefined: We dont just sell fragrances; we offer an unparalleled luxury experience that goes beyond expectations.
Innovation: Be part of a team that thrives on pushing boundaries and creating scents that resonate with a diverse audience.
Diversity and Inclusion: We celebrate differences and believe that a diverse team fosters creativity and innovation.
Career Growth: Whether youre in a retail role or part of the head office team, there are ample opportunities for professional development and career growth.
Job Applicant Privacy Policy
Please note that by applying to this opportunity, you consent to the personal data you provide to us to be processed and retained by The House of Creed. Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as necessary for recruitment purposes, which may include your details being shared with the hiring manager(s).
The House of Creed is an equal opportunity employer, and we encourage candidates from all backgrounds to apply. If you feel this is the right opportunity for you and you can demonstrate expertise in the above areas, we look forward to receiving your application.
We very much value your interest in our company. Due to a high level of applications, we regret that we can only contact candidates best suited for this role. Thank you for your understanding.
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