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Customer Success & Services Manager

£45000 - £45009 per annum + benefits

Reporting into the Head of Supply Chain, 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 also deputise for the Head of Supply Chain in their absence. You will be responsible for all activities related to the provision of service to the original parts customers.

Key Responsibilities of the Customer Success & Services Manager

  • Deputise for the Head of Supply Chain
  • 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

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

  • You will have at least 5 years' experience in an internet-based e-commerce business selling globally
  • 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 have had some experience in supply chain activity such as sourcing, warehousing and transportation
  • 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

Salary £45000 + benefits