Customer Experience Manager

Chilly’s are actively looking for a forward thinking and positive Customer Experience Manager to join our team. 

Founded in 2010, Chilly’s are driven by our aim of enabling everyone to have cold water on-the-go, without having to buy single-use plastic water bottles. The result was the Chilly’s bottle, a modern and stylish product designed to combine the convenience of a plastic water bottle with the eco-friendly benefits of a traditional flask.

In pursuit of our mission to accelerate the adoption and everyday use of reusable products we have now expanded the range to include a wider selection of reusable products with many more exciting products in development! Our products are created for an active urban lifestyle, with the perfect balance of distinctive style and unrivalled performance.

Chilly’s has a fantastic London office in Shoreditch. We believe in flexibility and value collaboration, and we are working in a hybrid pattern with 2 -3 days per week in the office.

Key Responsibilities

Team Leadership:

• Motivate and inspire the Customer Service team (both internal and outsourced) to excel in their roles and actively contribute to enhancing the overall customer experience.
• Foster a positive and collaborative work environment, promoting enthusiasm for continual improvement.
• Ensure team key performance indicators such as average handling time, first reply time and productivity are
  achieved and regularly reviewed.

Data Analysis and Reporting:

• Utilise Zendesk and Qualtrics for data reporting and dashboard management, extracting actionable insights to address core customer issues and improve and track NPS
• Demonstrate analytical rigour in dissecting opportunities and challenges, offering well-informed recommendations.

Strategy and Operational Efficiency:

• Identify and lead projects aimed at enhancing operational efficiency and customer experience, such as automation and AI chatbot implementation.
• Ownership of Qualtrics platform; designing, building and analysing data from surveys.
• Establish and manage clear Customer Service processes to streamline operations and improve customer satisfaction.
  

Cross-Functional Collaboration:

• Collaborate with departments including Operations, Marketing, and Product (design and technology) to ensure a seamless and exceptional customer experience across all touchpoints.
• Drive initiatives that contribute to a cohesive and customer-centric approach across the organisation.
  

Reporting and Training:

• Prepare regular reports and presentations on customer service performance, sharing key achievements, challenges, and recommendations.
• Develop training materials for the Customer Service team to maintain a high level of service excellence.
  

Forecasting and Resource Management:

• Collaborate with Merchandising to align resources effectively for timely ticket resolution as well as the Customer Service ticket forecast model to meet key performance indicators.

Requirements

• 3-5 years of experience in a Customer Experience Manager role, preferably in a high-growth startup environment. 
• Detail-oriented, organised, and passionate about independent problem-solving.
• Analytical mindset with strong quantitative analysis skills and proficiency in interpreting dashboards.
• Exceptional communication skills, both written and spoken.
• Experience using survey tools and customer experience management software (Zendesk and Qualtrics is a bonus!)
• Ability to manage multiple project timelines effectively and measure the success of initiatives.
• Strong commitment to sustainability.

The type of person we’d like to work with:

At Chilly’s, we’re united by a set of values that guide our unique way of working.

Lead the Change

To lead the change we must never settle. It means being brave enough to set standards and, as leaders, ambitious enough to exceed them.

Less but Better

We work deliberately and decisively, focusing on what we believe in and being brave enough to say no to the things we don’t.

Ambitiously Collaborate

We care as much about each other’s contribution as we do our own, so we support one another to grow, and we turn to one another to learn.

Benefits

What we offer:

• Holiday: 25 days plus 1 day for your birthday
• Pension contribution
• Bupa cash plan and Bupa healthcare
• Life Insurance with YuLife
• Employee discounts on all Chilly’s products
• A range of benefits, discounts and deals through our ‘perks at work’ initiative
• Development to support your growth with Chilly’s
• Flexible working culture
• Physical and mental wellbeing support