CUSTOMER EXPERIENCE MANAGER – 5 DAYS A WEEK. Required in the Bristol office 2-3 days / week.
Salary: £35k+ depending on experience
The Role:
At Beyond Nine, we’re on an exciting journey of growth and transformation. With a mission to deliver exceptional style, quality, and service, we are scaling rapidly and investing in cutting-edge customer experience strategies. We’re looking for a passionate Customer Experience Manager to play a pivotal role in delivering outstanding service while optimising customer interactions through data-driven insights. You will oversee all aspects of the customer service function, ensuring satisfaction, loyalty, and operational efficiency. You will manage customer service inquiries, optimise customer journeys, and lead loyalty initiatives that foster long-term relationships with our customers. By using data and analytics, you will help improve service delivery, streamline processes, and design loyalty programs that increase customer retention and lifetime value.
As a Customer Experience Manager, you will be passionate about offering best-in-class customer service to our community. You’ll manage customer inquiries across multiple channels, including live chat, email, and social media. Reporting to the Head of Digital, you will also collaborate with internal teams like Production, Marketing, and Digital to enhance the overall customer journey. In addition to handling customer interactions, you will use analytics to monitor satisfaction, improve operational processes, and increase customer lifetime value (CLV).
You’ll lead launches of new tools like live chat, improving NPS, and streamlining returns, creating a seamless and personalised experience for every customer, while leading innovation within the Customer Experience department, launching a loyalty program and VIP initiatives.
Responsibilities:
Customer Support Excellence
* Manage and resolve customer inquiries through email, social media, and live chat channels, working to reduce the maximum response time.
* Launch and manage live chat channels.
* Handle escalated customer issues with professionalism and empathy.
* Stay informed on product details, sizing, promotions, and brand tone of voice to deliver personalised experiences and offer tailored sizing/fit advice.
* Respond to and manage customer reviews, ensuring positive resolutions. Optimise the review process to increase review rate for key products (Junip) and the holistic experience (NPS).
* Live and breathe the Beyond Nine brand and product - you are the customers' personal experience of the brand.
Loyalty Program Leadership
* Develop, launch, and manage customer loyalty programs aimed at enhancing customer retention, satisfaction, and lifetime value (CLV).
* Create and implement strategies for segmenting customers based on behavior, ensuring personalized communication and rewards that drive engagement and long-term loyalty.
* Analyze loyalty program performance, using metrics such as participation rates, redemption, and CLV, to optimise and enhance program effectiveness.
* Collaborate with Marketing to integrate loyalty initiatives into overall brand campaigns and ensure a seamless customer experience across channels.
* Leverage customer data and feedback to continuously refine loyalty offerings, promotions, and engagement tactics.
Teamwork & Collaboration
* Work closely with Production, Marketing, Merchandising, and Digital teams to address customer challenges and improve touchpoints.
* Collaborate with warehouse and courier teams to ensure smooth logistics and transparent communication for customers, proposing alternative courier options globally.
* Manage the returns and alterations portal and related processes to ensure a frictionless experience while monitoring returns data and volumes.
Data-Driven Optimisation
* Collect and analyse customer feedback to identify trends, problem areas, and opportunities for improvement.
* Use metrics such as response times, NPS, and CLV to monitor service performance and optimise customer journeys.
* Set up new customer service analytics and reporting.
* Produce weekly and monthly reports on customer service statistics and insights for the management team.
Operational Excellence
* Develop and refine customer service policies and workflows to improve efficiency.
* Embed a deep understanding of the brand and its products, contributing to both physical product improvements and digital shopping experiences.
Requirements:
Experience:
* Prior experience in customer service within e-commerce retail, at a management level with a focus on loyalty. Required 5 years of experience minimum.
* Proven expertise with Shopify and familiarity with customer service tools like Gorgias or SWAP is beneficial.
* Experience in launching a live chat channel and loyalty program is desirable.
Skills:
* Exceptional interpersonal and communication skills, both in person and remotely.
* A problem-solving mindset with the ability to adapt to a fast-paced, evolving business environment.
* Familiarity with social media platforms and tools such as Shopify is a plus.
* Passion for delivering exceptional customer experiences and fostering loyalty.
* Knowledge of the brand ethos and products is highly desirable.
* Flexible availability during launch evenings (Wednesday and Sunday, 7-8:30 PM) to address customer queries.
Here at Beyond Nine, we offer:
* 28 days holiday/year (3 days must be taken between Christmas and New Year)
* Generous Discount
* Weekly online pilates class
* Flexible working hours/location
* Vitality Health Insurance
* A creative and supportive team culture
Beyond Nine is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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