This is an exciting opportunity to work with a rapidly growing and highly successful global beauty brand looking to ramp up their customer service strategy. As a brand, they want to keep their founder ethos at the forefront of all customer touch-points. As they grow this has become increasingly harder to manage but is vital to their success, acquisition and retention.
With that in mind, we are looking to identify a Head of Customer Service to lead the customer service team, develop and implement strategies to elevate the customer experience and embody the heart and soul of the brand in every customer interaction.
Key Responsibilities:
1. Develop and implement comprehensive end-to-end customer service omni-channel strategies that align with the brand ethos.
2. Leverage customer feedback, market trends and analytics to redefine processes and elevate the customer journey.
3. Lead and mentor a diverse customer service team (20+) fostering a positive work environment and plan head count growth for 2025.
4. Handle escalated customer inquiries with professionalism, turning challenges into opportunities to improve customer loyalty. Also, teach and evolve the current CS team how to handle concerns in such a manner, where required.
5. Define service standards, ensuring personalisation, thoughtfulness and all responses are reflective of brand values.
6. Utilise analytics to measure success and inform decision making.
7. Monitor KPI's such as response times, resolution rates, customer satisfaction scores to ensure targets are consistently met or exceeded.
8. Work closely with other core stakeholders across Marketing, NPD, Supply Chain & Operations to align with customer feedback and unify internal processes with the customer experience at the core.
Key Requirements:
1. Must have experience managing large Customer Service teams (20-50 members) preferably in a consumer-facing business. You will have worked in a high volume and multi-modal environment.
2. Have a strong strategic mindset with a track record of developing and executing customer service strategies that have driven results.
3. Ability to analyse data and KPI's to make informed decisions and ability to turn customer challenges into brand wins.
4. Passion for customer experience, with a deep understanding of how to deliver customer service that aligns with the brands identity.
5. Want and ability to work in office 5 days per week.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Personal Care Product Manufacturing
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