Customer Experience Manager
JOB TITLE: CUSTOMER EXPERIENCE MANAGER
JOB TYPE: FULL TIME
LOCATION: 20 CORPORATE BLVD, 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