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Digital Customer Service Manager

Vivobarefoot

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Posted over 30 days ago...

Expired

Join Vivobarefoot as they are looking for a Digital Customer Service Manager

Overview

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No salary declared 😔

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28 Britton Street

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Expires at anytime

We have a core belief that our toxic, sedentary lifestyles are making humans, and the planet, sick. So we’re on a mission to change it.

We’re a bunch of outsiders, dreamers, entrepreneurs, rebels and activists who fight for full regeneration of our people and planet. We move furiously fast in an ever-changing ecosystem, and we also fail fast, learn, get back up and try again. To thrive in this slightly crazy atmosphere, we’re also a bunch of mates, doing cool things and supporting each other along the way.

Celebrating the outdoors isn’t just something we talk about - when the seasons change we’re out there to mark it. Exploring, sharing, workshopping, camping and enjoying local produce (and wine) is all part of it. Ideally you already love the natural world, or you are eager to get out there, learn and get involved. You’ll be supported and encouraged all the way.

We are a footwear company, a health and wellbeing company, and an evolving bunch of activists. And we’re searching for brilliant humans with exceptional skills and talent to help us make this dream into a reality.

Does the shoe fit? Read on…

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As our Digital Customer Service Manager, you will be responsible for accelerating our growth by ensuring we deliver a best in class customer experience globally, and will be the voice of the customer internally. You will use data to understand key customer pain points, work with internal and external partners to solve these challenges and use new technology and best practice to continuously improve the customer experience.You will own the relationship with our 3rd party customer service partner and be responsible for managing budgetary & operational efficiencies of the function.

You will be part of a dynamic Direct to Consumer team, reporting into the Customer Lead. Your role will require a global approach, as we drive growth in key territories including USA, UK, and Western Europe.

You’ll be given autonomy to implement tangible improvements to our customer journey and be part of an exciting brand on an exciting growth trajectory.

 

WHAT WILL YOU BE DOING?

  • Owning the relationship with our 3rd party customer service partner, a team of 40+.
  • Work cross functionally to develop processes that improve operational efficiencies, which in turn increase customer happiness.
  • Drive optimization of our CRM platform, demonstrating value by sharing customer insights regularly.
  • Work to improve communication channels between 3rd party customer service partner and brand, working towards one brand / one team.
  • Monitor core KPI’s (i.e channel SLA’s, CES score, Trust Pilot) and own reporting to ensure all channels are delivered to agreed targets.
  • Support development and growth of team by ensuring training material is always up to date.
  • Work closely with operations team & 3rd party to provide accurate and timely forecasts.
  • Support the delivery of our digital customer service roadmap, by acting as SME for brand and customer

WHAT WE'D LOVE TO SEE FROM YOU

  • Minimum 3 years’ experience in a European and/or global ecommerce environment.
  • Experience managing a large 3rd party customer service function.
  • Experience with Zendesk or other premium CRM platform optimisation.
  • Strong stakeholder management skills, including previous management of external partners.
  • Excellent analytical skills, experience using data to drive strategic decisions.
  • Highly numerate with experience in developing and presenting business cases.
  • Process mapping and change management experience.
  • A self-starter, highly motivated, confident and competent individual.
  • Willing to work hard, be proactive and work within stringent deadlines in order to drive the business forward.
  • Proven ability recruiting, building and nurturing a positive team and work environment.
  • Have a key interest in the product category and have a strong understanding of the customer and market behaviour to be able to adapt to changes.


JUST IN CASE YOU WERE WONDERING..


  • This is a full full position.
  • We are mostly working flexibly from home and meeting up in person as each team requires. You will be required to attend few team and company meet-ups each month - please feel free to reach out to us if you'd like further information on this!

Vivobarefoot believes that diversity is the essence of its ecosystem. We encourage  diversity of thought and believe that it enables creativity and innovation to flourish. Our mission is to create a fair and equitable workplace where people thrive and are empowered to become their true selves at work. We believe that feedback and fostering collaboration will allow employees to blaze new trails and enjoy every aspect of the Vivobarefoot community.

Every opportunity for recruiting a new member of the Vivobarefoot family should be an opportunity for us to introduce fresh perspectives, talent and skills into our community. Therefore, our commitment is to recruit  regardless of race, colour, nationality, religion, sexual orientation, disability, mental health illness, marital or parental status, national or social origin, gender identity,  age or any other characteristics protected by law. We look forward to walking this barefoot journey with you!

Organisations to follow.

London GB

Fintech

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International Summer Schools at St Andrews, Cambridge & Yale - combine quality academic programs & amazing summer activities for high-school aged students.

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