Customer Care Manager

The Perfume Shop; High Wycombe; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Care Manager to enhance their customer service strategy. In this pivotal role, you will lead initiatives to boost customer satisfaction, manage a dedicated team, and collaborate across departments to implement change. Your expertise in customer management and problem-solving will be essential in delivering a best-in-class experience. This innovative firm offers a hybrid working model, generous holiday allowances, and various perks to support your wellbeing and professional growth. If you are passionate about customer care and ready to make a significant impact, this opportunity is for you.

Benefits

25 days holiday plus bank holidays

Discretionary Bonus

Access to Wagestream

Hybrid Working

TPS Perks

Buy & Sell Holiday scheme

Life Assurance

20% staff discount

Cycle to work scheme

Support from RetailTrust

Qualifications

• Experience in a customer-focused role and managing a team.
• Strong problem-solving skills and ability to tackle complex issues.

Responsibilities

• Develop a world-class customer service strategy using software and automation.
• Manage customer feedback and ensure a seamless online and offline experience.

Skills

Customer service management

Problem-solving

Team management

Knowledge of GDPR

Tools

Zendesk

Gnatta

Salesforce

Job description

CUSTOMER CARE MANAGER | HIGH WYCOMBE

We’re looking for a fabulous Customer Care Manager to join our Customer team and play a key role in driving The Perfume Shop’s customer care strategy forward by continuously leading and managing customer satisfaction.

Do you already keep the customer at the heart of everything you do? Then we want to hear from you so we can continue to provide a best-in-class customer experience through our customer service.

WHAT YOU’LL DO

1. Be part of developing a world class customer service strategy, looking at how software and automation can deliver our SLAs
2. Prepare for our peak trade windows by ensuring we have got a strong plan and forecast
3. Working closely with our outsource team and ensuring they keep up to date with any training and changes within the world of The Perfume Shop
4. Be a change champion collaborating with other departments to drive the change our customers want
5. Build a feedback strategy and managing all customer feedback
6. Report and share customer insights with the rest of the business
7. Ensuring a seamless Online and Offline (O+O) experience for colleagues and customers

WHAT YOU’LL BRING

1. Experience in a similar Customer focused role & experience managing a team.
2. You’re a problem solver and like to solve complex problems
3. Experience using a CMS system such as Zendesk, Gnatta, or Salesforce
4. Previous experience managing and motivating an outsourced customer services team
5. Knowledge of GDPR and Data Protection legislation

WHAT YOU’LL GAIN

1. 25 days holiday plus bank holidays with the option to buy additional days.
2. Discretionary Bonus – We love to share our success with you!
3. Access to Wagestream, to support your financial wellbeing needs, giving you more control and flexibility with your pay.
4. Hybrid Working! 3 days office and 2 days off-site.
5. Access to our TPS Perks which offers you a variety of saving and discount options.
6. Buy & Sell Holiday scheme and Life Assurance.
7. 20% staff discount, as well as discounts at Superdrug and Three Mobile.
8. Round the clock support from our partnership with RetailTrust.
9. Cycle to work scheme for those who don’t mind riding up the hills of High Wycombe.

OUR HIRING PROCESS

1. You find or get sent this job advert, read it, and feel like you’re the perfect person.
2. You send in your application to let us know you’re interested.
3. We see your application, get excited, and give you a call.
4. You’ll meet us twice, and we’ll get to know each other.
5. You’ll begin your journey with us and let everyone know how great your new job is.

“We’re a sociable bunch of down-to-earth people, who enjoy our work and each other’s company”

Agencies: We are not accepting speculative CV’s or profiles and kindly request that you refrain from contacting us.

The Perfume Shop is an equal opportunity employer that is committed to supporting diversity and inclusion within our work environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

The Perfume Shop is part of AS Watson Group, the world’s largest international health and beauty retailer operating over 16,000 stores under 12 retail brands in 28 markets, with over 130,000 employees worldwide. For the fiscal year 2022, AS Watson Group recorded revenue of US$22 billion. Every year, we are serving over 5.5 billion shoppers via our O+O (Offline plus Online) technology-enabled platforms.