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    marketing e-commerce customer service manager - London, United Kingdom - House of Fashion Associates Ltd

    House of Fashion Associates Ltd
    House of Fashion Associates Ltd London, United Kingdom

    1 week ago

    Default job background
    Permanent
    Description

    Location: LONDON

    Type: Permanent

    Salary: £28,000 - £36,000 Per Annum

    COMMUNITY EXPERIENCE E-COMMERCE CUSTOMER SERVICE MANAGER UP TO £36K

    ONLINE STREETWEAR LABEL
    OFFICE BASED - FULL TIME ROLE

    HACKNEY
    Our client is an independent ethical fashion label redefining streetwear for a new generation.

    Rising onto the UK streetwear scene with explosive impact over the last couple of years the brand has created its own space within the current cultural sphere.

    Built from the ground up with a fierce community at its core, this amazing brand continues to elevate and recognise its greater purpose with people driving the brand from both the inside and out.

    The brand is now looking for like-minded, ambitious individuals to join the quickly expanding collective.

    The Role

    Manage and develop the growing Community Experience team across all customer care for the brand
    Lead daily customer care operations including tracking deliveries, managing orders and resolving customer issues and queries
    Communicate with warehouse and logistics partners to ensure the smooth running of day to day logistics
    Oversee and play a key role in supporting the community across different channels alongside the rest of the Community Customer service Team
    Drive the changes necessary to continually improve and build the best end-to-end customer experience in the industry
    Provide meaningful insight to the wider team to influence the product road map
    Develop and implement new processes to improve ways of working
    Dealing with INSTAGRAM, FACEBOOK, TWITTER - ONLINE queries and orders


    Must haves:
    A genuine love for the brand and understanding of their mission
    3+ years management experience in a similar B2C role within the fashion industry online ecommerce customer service
    A positive can-do attitude; incredible community centric mentality coupled with high levels of empathy
    Current working knowledge and experience of utilising Re:amaze and Shopify systems
    Ability to identify and solve repeat issues, demonstrating strong attention to detail
    Comfortable with achieving and maintaining performance targets
    Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
    Excellent interpersonal and communication skills, both verbal and written
    Based in London
    Eligible to work in the UK
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