Head of Customer Support - London, United Kingdom - Growth Foundation Talent Ltd

Growth Foundation Talent Ltd
Growth Foundation Talent Ltd
Verified Company
London, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description
**About Women's Best
**Women's Best was founded in 2015, and has grown to be loved by 4m+ female fans and customers across 150 countries, who use their high quality sports nutrition and apparel.

Women's Best sell across a number of sales channels, both 1st and 3rd party eCommerce, retail, wholesale and marketplaces globally, with the UK, USA & EU being key markets for them to grow awareness and market share.

Today, the business is run exclusively from Innsbruck, Austria where the co-founders lead a team of 100+ people.

Finding the volume of experienced talent they need to continue their growth has been difficult therefore they recently opened a London HQ whichwill house the majority of the commercial and demand creation functions going forwards, leaving the Innsbruck HQ to manage the majority of the back office administration.

In parallel, Women's Best are creating a new operational board to work closely with our Co-Founders allowing them to move away from day-to-day trading activity to focus more on the business' 3-5 year plan, where we believe revenues of €500m are achievable.


About the role


Reporting to the Operations Director, as Head of Customer Support you will be a natural leader and will be capable of getting the best out of the customer support/experience team, where you'll help reduce the number of contacts per order and increase customersatisfaction when/if customers have issues with their orders and accounts.


While 75% of your time will be spent delivering on the Women's Best promise 'today', you will be given the freedom to assess and implement new systems, processes and best practices to ensure the customer support function is leading-edge and keeping pacewith the growth of the sales of the business.


As one of the key managers in the business you'll work closely with Women's Best Directors in order for you to bring forth ideas for how to ensure Women's Best consistently improves its customer experience.


_Responsibilities include..._

  • Give outstanding customer service which exceed expectation by providing a bespoke journey to Women's Best customers
  • Manage a small growing team of Customer Support Advisors, ensuring regular 121 meetings and performance reviews.
  • Lead by example and encourage individual and team development.
  • Identify areas for improvement and future trends
  • Generate ideas for improvement and development of the customer journey with Women's Best
  • Set and maintain SLA's and KPI to ensure service standards, productivity targets are achieved daily.
  • Present feedback and trends to senior management that may impact Women's Best customer's experience.
  • Manage customer service response and resolution times to ensure compliance of SLA's
  • Reduce escalations through real time coaching and development of Customer Support team
  • Lead the recruitment, resource planning and training for the Customer Support team

About You
-
Experience..._

  • Have experience as a Senior Customer Service Manager / Head ideally within the online retail/fashion industry leading and developing a team
  • Ideally have experience of working in a eCommerce D2C market
  • Have an understanding of current Consumer Legislation internationally
  • Ideally have experience of customer service improvement projects and change initiatives
  • Leading edge knowledge of common CS tools like Gorgais, Zendesk etc

_Skills..._

  • An excellent communicator who can and wants to enhance the customer experience by working collaboratively with the wider Women's Best management team.
  • Passionate about giving outstanding customer service and want to exceed the customers' expectations by providing bespoke solutions where needed.
  • Flexible and enjoy working in a high pace, fast moving and changing environment
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