Customer Experience Manager

JOB TITLE: CUSTOMER EXPERIENCE MANAGER

JOB TYPE: FULL TIME

LOCATION:  BAYSWATER, VIC 3153

REPORTS TO: OPERATIONS MANAGER

DIRECT REPORTS: CUSTOMER SERVICE TEAM, WAREHOUSE TEAM

 

JOB SUMMARY

The Customer Experience Manager’s role is primarily to focus on all aspects of customer satisfaction & care. The position is responsible for ensuring the highest quality of work and maximising productivity of the customer service & warehouse teams to achieve the smooth operation of a fast paced environment.

KEY DUTIES & RESPONSIBILITIES

  • Organise, plan & monitor the customer service team to ensure optimised communication
  • Develop & implement strategies to monitor and improve the total customer experience (communications, order despatch timelines, questions, etc)
  • Identify opportunities for improvement in the service and despatch process with a long term vision for the customer journey & experience.
  • Work closely with the broader team to represent the voice of the customer in projects, strategies and planning
  • Develop & maintain thorough product knowledge, pricing & delivery information
  • Maintain knowledge across technology used by the team to troubleshoot issues and recommend enhancements
  • Track & measure the ongoing impact of customer experience in the business
  • Analysing customer data, including complaints and positive feedback, to produce insights and reporting to better understand customers
  • Identify, develop & champion process enhancements & continuous improvement initiatives based on data analysis
  • Managing customer service & warehouse team members
    • Train and guide new team members
    • Define expected performance outcomes and measures for key customer metrics and projects, along with monitoring and reporting
    • Set & measure team KPIs
    • Provide regular performance feedback to direct reports
    • Provide support & guidance
  • Assist with photoshoot production and coordination, manage bump in & bump out of props
  • Assist with seasonal events including trade show bump in and bump out, if requested
  • Engage on Sage x Clare social media posts with comments and likes

Customer Service:

  • Design and implementation of a customer strategy that provides the highest quality experience for our retail & wholesale customers
  • Clear understanding of customer deliverables and the impact of failure / cost of poor quality
  • Establish customer service standards and monitor performance of team to ensure high customer satisfaction
  • Define & monitor customer service KPIs and key metrics including ticket response turnaround, retail web chat engagement & activity, phone call response time
  • Other duties as assigned by Management

Warehouse:

  • Identify & recommend opportunities for process improvement across all aspects of the warehouse including layout, picking/packing, container arrivals and systems with regular reviews as the business and team evolves
  • Define & monitor warehouse team KPIs and key metrics including fulfilment of orders, inventory management, adherence to process & procedures
  • Monitor and maintain stock accuracy by ensuring physical stock is in line with the inventory management system and ensure all stock movements are recorded to ensure accuracy
  • Manage all warehouse processes & procedures including ongoing review for opportunities to implement process & productivity improvements, including:
    • Receiving, unloading, counting and stocking physical inventory in the warehouse
    • Inspecting products to ensure they’re not damaged or faulty and adjust inventory accordingly
    • Order Picking & Packing according to specified packing guidelines
    • Lodging shipment in shipping system
    • Fulfilment of customer orders in Inventory system
  • Provide & maintain safe and clean work environment
    • Keep shelves, inventory space and work stations tidy
    • Wear & ensure the team wears the proper safety equipment & attire for working in the warehouse
    • Induct all employees and visitors into the warehouse
    • Adhere to OH&S procedures and ensure they are understood and practised by all team members
    • Manage OH&S incident process
    • Manage regular OH&S Audits, meetings and any actions that require follow up
    • Ensure the facility equipment is properly maintained & oversee any planned maintenance of vehicles, machinery and/or equipment
    • Responsible for hazard identification and risk assessment of all warehouse operations and taking action to reduce hazards to an acceptable level
  • Order new supplies in a timely manner to ensure stock does not run out, including all warehouse supplies and packaging materials
  • Organise, facilitate and perform bi-annual stocktake on all products in the warehouse
  • Plan & coordinate warehouse sales, including scheduling the SxC team to ensure coverage on the weekends where required, pricing, bump in and bump out
  • Other duties as assigned by Management

KEY COMPETENCIES:

  • Demonstrated Initiative & Flexibility
    • Work autonomously and with full ownership over the customer service & warehouse needs of the business, which could entail last minute, after hours work if required
    • Ability to be resilient, assertive, optimistic and open to change
    • Be a highly motivated, self-starter with superior time-management skills and the ability to multi-task in a fast-paced environment
    • Meticulous attention to detail
    • Positive & can-do attitude with a relentless drive towards quality and consistency
    • Must be well organised, resourceful and proactive with a strong work ethic
    • Ability to work under pressure to meet deadlines
  • Dealing with Ambiguity
    • You’re comfortable with changing & competing priorities and ad hoc needs of a small & growing business, you understand that your flexibility will help you develop and grow along with the business
    • Ability to be flexible in your work day to day depending on the needs of the team
    • Problem-solver, clear vision
    • Confidence, patience, politeness, tact and diplomacy when dealing with difficult situations
  • Team Focused
    • Inspiring, creative and positive team leader with experience setting & prioritising goals
    • Build sustainable relationships of trust with colleagues through open and interactive communication
    • Ability to respectfully work with diverse teams and personality types
  • Strong Business Acumen
    • Maintain a thorough understanding of our products, offerings & business processes
    • Strong project management, highly organised and detail oriented
  • Excellent Communication Skills
    • Ability to clearly & effectively present to internal stakeholders, team and customers
    • Strong and clear verbal, written & listening skills
    • Interpersonal communication skills driving positive relationships & partnerships
    • Keen ability to solve problems and overcome obstacles
    • Keen listening skills considering every side of a situation, you are able to gather the necessary information to make an effective and timely decision

SKILLS & EXPERIENCE REQUIRED:

  • 4+ years in customer service role, preferably in the homewares industry
  • Team management experience required
  • Experience working in a similar warehouse environment is highly favoured
  • Demonstrated experience defining & measuring key performance metrics
  • Experience working on a Mac & in Shopify preferred
  • Demonstrated excellent interpersonal, listening, communication (written and verbal) and problem-solving skills essential
  • Demonstrated positive and engaging communication style in customer communications
  • Demonstrated ability to multi-task, organise personal workflow, prioritise and manage time efficiently while working in a fast-paced environment