Customer Support Specialist delivering excellent service primarily via email and phone. Join a disruptive technology startup making real estate more accessible and transparent.
About the role
- Customer Experience Manager driving high-level performance and satisfaction at Lovehoney Group through customer insights and solutions. Collaborating with leadership to enhance customer experience.
Responsibilities
- Act as the primary advocate for the voice of the customer, ensuring customer feedback is gathered, analysed, and integrated into organisational strategies of Operations, Marketing, Commercial, Technology and Product teams.
- Analyse customer feedback, behaviour, and touchpoints to identify opportunities to enhance the customer experience as well as oversee the resolution of customer-related issues.
- Introduce, consolidate and monitor the company’s customer satisfaction measurement system with metrics like NPS, Rating portals, CSAT, Product Reviews, Customer complaints, Social Media sentiments etc.
- Lead customer feedback training programs to build organizational awareness and accountability for customer satisfaction.
- Work closely with the Customer Retention and Customer Analytics teams to ensure insights are widely adopted and leveraged to create a top-notch customer experience, driving customer satisfaction end-to-end.Stay informed on industry trends, tools, and best practices to continuously evolve the global customer experience strategy of the Lovehoney Group.
Requirements
- 5+ years of experience in customer experience, customer insights, or a similar role, ideally in the retail sector.
- Expertise in managing customer satisfaction tools and platforms, particularly with AI, and an analytical mindset with the ability to translate data into actionable strategies.
- Strong project management and problem-solving skills with a proven ability to collaborate across departments to achieve customer-focused outcomes.
- Exceptional communication and interpersonal skills to influence stakeholders and drive initiatives.
- Analytical mindset with the ability to translate data into actionable strategies.
Benefits
- A competitive salary that values your skills and expertise, because we know you deserve it.
- Secure your financial future with a comprehensive pension scheme, so you can enjoy peace of mind knowing you are taken care of.
- Keep your mind and body in top shape with a health cash plan and gym discounts, with £15 a month towards the gym of your choice.
- Treat yourself and your loved ones with our generous staff discounts and be rewarded for your hard work with our fantastic annual bonus scheme.
- Work with a company that cares about your well-being and success and join our supportive and dynamic team.
- Stay secure at work and at home with a complimentary 1Password Family account. All Lovehoney Group employees can invite up to five family members to join, offering your household a safe and simple way to manage passwords and sensitive information safely and easily.
Job title
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