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We are currently looking for an experienced Customer Service Manager to lead a vibrant customer service department for a large reputable e-commerce retailer who specialises in the FMCG industry. The role will undertake a fresh approach on improving the customer experience both through online & physical shopping journeys, & will take responsibility for implementing new strategies to increase brand exposure, product placement & CSR levels.
Client Details
Our client is a leading online retailer specialising in the delivery & produce of commercial goods to large retailers across the UK. Renowned for its innovative products and trend-setting styles, the brand has established a strong presence in the FMCG & retail industry by blending high-quality offerings with an exceptional customer experience journey.
Description
Key responsibilities will consist of:
- Supervise and support Retail Logistics Coordinators and Team Leaders.
- Coach and develop the team to enhance performance and accountability.
- Implement best practices to optimise retail logistics operations.
- Track key performance indicators to drive customer satisfaction and continuous improvement.
- Partner with cross-functional teams to address order processing challenges.
- Evaluate operations and recommend enhancements for efficiency.
- Serve as the Oracle ERP business lead for system improvements.
- Experience in E-commerce system navigation.
- Work with IT and operations to test and implement new solutions.
- Deliver technical support and training to team members.
- Identify and execute strategic initiatives to eliminate process inefficiencies.
Profile
The successful candidate will consist of:
- Exceptional leadership and motivational abilities.
- Demonstrated success in leading teams within fast-paced operational environments.
- Strong analytical and problem-solving capabilities.
- Proven expertise in developing innovative solutions to enhance productivity.
- Results-driven, with a focus on achieving team and company objectives.
- Strong interpersonal skills, with the ability to influence and lead effectively.
- Excellent written and verbal communication skills.
- Highly collaborative, skilled in leading meetings and engaging with cross-functional teams.
- Ability to set and manage multiple priorities while effectively delegating tasks.
Job Offer
- Basic starting salay of £35k + DOE.
- Team performance-related bonus.
- Pension contribution.
- Product & in-store discounts.
- Hybrid working with flexibility.
- Free parking.
- New & recently refurbished office environment.
- Free days out & monthly reward incentives.
- Free gym memberships & loyalty schemes.
