Customer Delight Manager (Interim)

Bloom & Wild is re-inventing the $60B global flower industry. Over a billion flower exchanges take place every year and industry satisfaction levels are low. Driven by our vision of creating the destination for making life a little more thoughtful and beautiful, we do things differently. From inventing letterbox flowers to founding The Thoughtful Marketing Movement. And we’ve seen impressive traction to date - we are Europe’s leading online flower company, and the UK’s fastest growing ecommerce company according to the Financial Times, growing at +100%.

In January 2021 we announced our £75 million Series D funding round, led by General Catalyst (backers of Airbnb and Deliveroo), alongside other top tier investors including Index Ventures (investors in Wise and Glossier). We are home to a family of 3 strong brands, Bloom & Wild, boomon and Bergamotte, having acquired bloomon in April 2021 and Bergamotte in July 2021. Together, we are active in 8 countries. 

We really care about creating a diverse and inclusive team and we welcome people from all backgrounds, with different perspectives, ideas and experiences to work with us. In our team, everyone has the freedom to give their opinion, grow in their career and be part of a genuinely caring and inclusive team.

Customer Delight at Bloom & Wild

The Customer Delight team at Bloom & Wild is on the frontlines of our customer experience and we have a hardworking Customer Delight team that is always finding ways to bring joy to our customers - and the good news is that it’s growing! We have a dedicated team working around the clock to delight our customers at every turn, we work hard to ensure no question goes unanswered, and we are always looking for ways to improve the customer experience both within the team and across the company. Our work environment is fast yet encouraging and you would be a part of a tight-knit team that sits alongside our operations squad. This is a great chance to join a high-growth startup and to apply your existing skills and experience within a fun and passionate team!

The role and ways of working

You’ll work closely with the Customer Delight Team and other people across the business from Head of Customer Experience to our COO. This is a great chance to become a key player in an extremely fast-growing, e-commerce startup. We’re an incredibly passionate team that puts Customer Delight at the forefront of everything we do (just look at our reviews and you’ll see what we mean).

This is a fixed term contract role, starting ASAP until April 2023. Working hours will be Monday - Friday, though some flexibility may be needed over our trading peaks (Valentine's Day and Mother's Day). We're open to fully remote or flexible working, from home and our office in Vauxhall.

Responsibilities:

You will be responsible for your direct reports (around 5,  Associates/Senior Associates) making sure they’re meeting KPIs and their own OKRs.  You will be a delightful Zendesk power user, sharing skills and advice with the associates on the team. Always available for any questions that arise and will be willing to jump onto the front line support at any time. You will be in charge of QAing the customer interactions and taking over any escalations needed You will, together with the Senior Associates, deliver weekly Customer Delight team meetings and roundup emails.  You will help deliver the Customer Voice across all areas of the business and into key business decisions.  You will deputise for the Lead (and other managers) and be prepared to communicate and solve problems at any time. You will be supporting us during our peak season as we scale the team for busy periods such as Christmas, Valentine’s Day and Mother’s Day. 

You:

Are empathetic, love caring and helping people and have excellent and proven customer service experience  Have an excellent working knowledge of CRM systems, preferably Zendesk.  Zero ego, you demonstrate professional, positive and consistent behaviours in line with company values and ethos. Thrive in a fast moving, dynamic environment and are excited by the prospect of rolling up your sleeves and getting stuck in with one of the biggest teams at Bloom & Wild Are a skilled problem solver who can effectively self-serve and coach others to find solutions Have experience in a team lead or manager position within a customer service team, and are delighted to line manage up to 8 direct reports within the Customer Delight team. You are passionate about Customer Service and like to keep up to date with industry best practises and new features

Working Environment

We are a distributed team with two office locations in Amsterdam and London and multiple warehouse locations. Our team can choose to work from our offices as much or as little as they’d like. We don’t expect people to come in as a norm but if it makes sense to do so (team onsites, monthly meetings etc), then we’d encourage it.

We work hard to create a working culture of inclusion for our team working from office and home locations so whether you need to be at home for school pickups or want to spend time together with your co-workers we’ll do our best to make your experience a good one!

Our perks and benefits:

* 25 days holiday, with an additional day off for your birthday, plus bank holidays, totalling 34 days, per annum. There is also the option to buy an extra 5 days holiday.

* We offer flexible bank holidays so at any time you can trade a bank holiday day off and in its place take off another day that fits better with your beliefs, values and celebration calendar.

* Health cash plan through Simplyhealth.

* Personal Development Budget.

* Enhanced Family Friendly Policy.

* Workplace nursery - a salary sacrifice based childcare scheme.

* Cycle to work scheme.

* Pension Contribution.

* Discounts on our blooms!

* Lunch & Learns.

When we’re in the office:

Our lovely, light and spacious office is conveniently located close to Vauxhall and Oval stations in London. We have an informal, inclusive and scale-up culture and those who choose to come into the office, also benefit from:

* Free snacks.

* Beer, wine and soft drinks fridge.

* We’re a social bunch and love to get together to celebrate!  Events include Summer & Christmas parties, post peak celebrations and team lunches.

In addition to our normal perks and benefits we’re supporting each other and maintaining our culture remotely through:

* Weekly online yoga class and access to ClassPass workout content.

* Birthdays, anniversaries, and special occasions are celebrated.

* Virtual Stand Up for weekly company updates, and Virtual Monthly Meeting to celebrate our successes and value nominations.

* Wellbeing support through our online platform, Spill, which offers online therapy sessions.

*New slack channels and ways of creating community remotely.

* Peak Treats to support our team during our busiest times!

Our Recruitment Process

We are continuing to conduct the majority of our interview processes remotely via video. This will involve an initial chat with Caitlin, our Customer Delight Lead, followed by further interviews with our Customer Delight Team.

Your application experience is important to us and we’re keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and would love to hear from you directly on how we can improve. If you have any suggestions please feel free to let us know.