Unique opportunity for an experienced E-Commerce Customer Service Manager, to cover maternity, 9-12-months fixed term contract, full time office based (with opportunity to work 1 day from home after onboarding), Brighton, East Sussex, competitive salary. Our client is an online global luxury fragrance company.
Working as part of a small team you will be tasked with the extraordinary opportunity of managing and developing their existing online retail business, whilst identifying new opportunities for the acceleration of our online retail results.
As Online Sales & Customer Experience Manager, you will be at the forefront of their ecommerce business, interacting with customers and providing a world class customer service. In this position, you will be responsible for consulting and supporting global customers through the company's online customer service channels, including live-chat, messaging services and Shopify applications – with the aim of securing online customer sales.
You will build strong customer relationships and contribute to maximising sales and financial growth based on KPI targets, whilst providing and upheld a flawless and consistent customer experience.
The E-Commerce Customer Service Manager does require occasional flexibility to work outside of standard hours, (normally Monday-Friday, 9-5.30pm) for special launches or events.
Ensure the company's targets and KPIs are tracked and met by the team.
To develop and maintain high levels of product knowledge in order to provide excellent customer service through all channels (email, telephone and live chat) when processing sales, and handling queries and complaints.
Working with the Ecommerce Assistant to maintain and update product catalogue and categories on website.
Manage day to day operational tasks, processes, planning and analytics
Analyse, review and create reports to share with senior management on a daily, weekly, monthly, quarterly and annual basis
Capture data and analyse trends to forecast and create an online sales plan
Maximise online sales through general enquiries as well as utilising live chat and other socials
Train and manage the online department and customers service team
Maintain and provide a premium level of service reflective of the brand and ensure all queries and complaints are dealt with quickly and professionally
Liaise with the Production Team and Fulfilment Centre to ensure there are adequate stock levels
Ensure all online policies are compliant and up to date
Liaise with the Digital Team to optimise webstore activities.Skills required:
Experience at a manager level in online customer services – preferably in the luxury beauty/fragrance industry
Organised, motivated and results driven
Excellent written and verbal communication
Experienced in using Microsoft Office tools including Word, Excel, Outlook and PowerPoint
Confident in using Excel spreadsheets to report and analyse data
Ability to build strong relationships across the business and work collaboratively with different departmentsThe E-Commerce Customer Service Manager, competitive salary, Brighton based, is a fixed term contract, 9-12 months to cover maternity, and ideally looking for an August start date to give a handover. Benefits include 20 days holiday plus Bank Holidays pro rata, pension, discount off products after 3-month probationary period, free Bagel Thursdays and opportunity to work from home one day per week after initial onboarding and training. Looking to interview late July for an August start date. Please contact for further details on the salary as the client has requested we don't advertise this.
Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is acting as an Employment Business in relation to this vacancy
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