Contact Us | 0800 211 8443

Customer Success & Services Manager

£45000 - £50000 per annum + benefits

Reporting into the directors and working with the Head of Supply Chain and Head of Sales, the Customer Success & Services Manager will strive to the quality and speed of response to customer contact for a successful e-commerce business. You will be responsible for all activities related to the provision of service to the original parts customers.

The Customer Success & Services Manager will have the following experience:

  • B2C experience with knowledge of shipping products and handling returns, breakages, supplier issues and lost orders.
  • You will have at least 5 years' experience in an internet-based e-commerce business selling globally B2C not B2B
  • You will have had some experience in supply chain activity such as sourcing, warehousing and transportation
  • You will be customer focused with excellent communication and negotiation skills
  • You will be resilient, have a maturity of approach, be able to work under pressure, be adaptable and think quickly on your feet
  • You will be able to demonstrate a history of achievement, a problem-solving approach, satisfying customers but minimising costs
  • You will be able to prioritise and plan the team's workload
  • You will know what good customer service looks like, be passionate about service, have a professional disciplined but flexible outlook, and be self-motivated
  • Ideally you will be familiar with up to date methods of customer interaction such as web chat and bots
  • You will be an advocate of continuous improvement, possibly with CIPS or Six Sigma knowledge

Key Responsibilities of the Customer Success & Services Manager

  • Supervise and provide leadership to a team of 3 front-line staff, coaching, developing, and challenging them
  • Be hands on and support the team in their day to tasks which include: Responding to customer help desk tickets, liaising with suppliers on problem resolution and managing any associated costs
  • Ensure the costs of 'failure' are minimised
  • Act as a point of escalation for customers who are not satisfied with original resolution proposals
  • Review management information, drive measurable improvements in service and identify opportunities for improvement
  • Work with, and understand other stakeholders to create good working relationships and optimise outcomes

Salary c£45000-£50000 + benefits