Senior Customer Experience Manager, Online Retail Store.

Responsibilities:

• This role is responsible for being a Customer Champion within our group and overseeing all issues that are raised (except within stores) by customers.

• The role will manage the full fulfillment cycle from order to delivery for all home delivery orders working with our Warehouse teams, carriers and store colleagues to ensure deliveries or store collections are managed seamlessly. Customer contacts through all mediums will be managed whether by phone, chat, WhatsApp, social media and through marketplace chat. The ultimate goal of this role is to ensure our customers who order through a direct channel or have an issue they contact us about from a store purchase go away happy and come back and purchase again.

• Implement, manage, and maintain efficient logistic operations, tracking workflow systems to ensure a timely delivery and communication of all projects from inception to fulfillment

• Oversee e-commerce order processing and inventory fulfillment

• Monitor inventory levels to ensure product is available on web and orders are being fulfilled in a timely manner, consistent with communicated customer timelines

• Work with internal fulfillment team to track problem and solve issues. Assist in ideating and implementing new processes to prevent issues and improve operations

• Work closely with partners, including warehouses, to streamline communication and drive process and quality

• Serve as an advocate for the consumer experience from time of project ideation to post-sale engagement

• Liaise with customer service teams to proactively approach projects pre and post fulfillment, insuring they have the latest details to work from to provide exemplary customer experiences

• Proactively identify operational problems, project-related issues, changes, variances and contingencies that may arise; facilitate problem resolution with appropriate parties

• Implement shipping rate card configurations into store platform as needed

• Oversee B2B and Social commerce sales

• Ensure smooth process across all communication platforms (email, live chat, phone calls, market place) - all incidents are ticketed and closed within SLA

• Optimise call centre agents schedule to ensure resource efficiency

• Ensure all home deliveries and servicing activities are closed within timeline

Requirements:

• Overall 5 years of experience working in e-commerce operations and managing in a call centre environment required

• Experienced in managing carriers and working within complex environments, with multiple systems and third parties to coordinate with

• A strong People Person

• Must be Customer Focused

• Exceptional Systems skills, especially with regards to working around OMS, CC or WH tools

• Identify and set priorities which accurately reflect the relative importance of job responsibilities and department initiatives

• Ability to quickly and calmly react to changing organizational needs and deadlines, both internal and external

• Proactive and adept problem solver; ability to come up with inventive solutions on the fly

• Extremely detail oriented and organized

• Strong analytical skills

• Proficient in Excel & Microsoft Office

Customer Experience Inventory Timelines Analytical Skills Operations Excel Deliveries E-commerce Shipping Retail Social Media Email Customer Service Communication Microsoft Office Sales