E-commerce Customer Care Manager- Luxury Fashion Brand

Ecommerce Customer Care Manager- Luxury Fashion BrandCompetitive Salary & BenefitsOffice Based - London A fantastic opportunity for an E-Commerce Customer Experience Manager to join this luxury brand and to play a key role in crafting the online customer service experience for their rapidly growing e-commerce business as well as overseeing a team of Customer Experience Associates.You will oversee the day-to-day operations of the Consumer Affairs Representatives whilst conducting formal training sessions upon initial hire and ongoing refresher courses.You will evaluate and analyse systems, i.e. email and chat service to ensure it is being used to its maximum benefit.As the Ecommerce Customer Care Manager you will be responsible for:Executes seasonal sales plans, with focus on driving increased transactions, delivering an exceptional customer experienceManages ecommerce systems, content management systems, customer service software, and best practicesAnalyses business metrics to track selling, identifying key trends and maximizing assortment opportunities to achieve continued growth and profitabilityEnsure optimal post-purchase experiences including order tracking, return and exchange processes and contribute feedback to optimize these processes through system or process enhancementsPartner cross-functionally with Boutique teams to optimize omnichannel order and return processes, ensuring a seamless customer experience across channelsUtilize analytics and primary application dashboards to identify trends in user behaviour and provide recommendations to improve processes, resolve recurring customer issues, and achieve strategic and operational business goalsHelps resolve customer service and site issues by collaborating with Digital Marketing, IT, technology/platform provider, Customer Service Team, Operations and ICP Warehouse partner to ensure positive and efficient purchase experiencesThe ideal candidate will have proven experience and strength in:3-5 years E-commerce relevant in online customer service or operationsE-Commerce experience in a call centre environment for a beauty or luxury brandAbility to effectively manage customer expectations and build loyal customer relationshipsStrong selling skills, customer service and interpersonal skillsExcellent customer service skillsFor more information apply via Linkedin or contact the Fella & Jones team directly at [email protected] for more details