Customer Experience Manager at The Sheet Society

Full-Time, Customer Service, Brunswick, Victoria support full-time
Description
Posted a month ago

An incredible opportunity for an accomplished Customer Experience Manager to join a high growth, founder-led, direct to consumer brand. We are proud to be building an incredible reputation for the best customer experience in not only our industry but retail as a whole. We empower our team to make decisions with one main goal in mind, to make a customer's day every time with every interaction, and build life-long relationships.

You’ll be responsible for leading our amazing customer experience team to deliver the very best experience to our customers through all stages of their journey shopping with us. You’ll be a forward thinker, able to execute long term customer experience strategy, whilst ready to jump into the detail when the team needs your support. Our Customer Experience Team is central between the brand, the business and our amazing customers.

WHAT YOU WILL BE DOING:

  • Lead and support the Customer Experience Team to execute the daily customer service tasks; processing requests, actioning returns and answering all types of customer requests via different channels with amazing response times
  • Analyse data and compile accurate reporting on the service we are providing to our customers to help guide coaching your team
  • Be the go-to person for situations that need escalating, seeing problems through to resolution
  • Being the customer experience subject matter expert on cross-department projects, business-wide meetings and where the voice of the customer is needed
  • Providing support to our growing Retail network and working together with Store Managers to ensure our in-person customer experience matches our online presence
  • Answering phone calls, responding to live chats and responding to voicemails 
  • Develop our outbound experience into a channel that contributes to the growth of the business
  • Set key targets and manage the required workforce accordingly
  • Assist with styling advice and communicating product information to customers; through all channels including in-showroom appointments

ABOUT YOU

  • Minimum four years in ecommerce and/or two years in a similar customer experience supervisor or management role  
  • Working knowledge with customer experience and ecommerce platforms 
  • You have a genuine passion for helping people and a love for organising and finding efficiencies
  • A passion for accuracy and an almost annoying attention to detail
  • A love of interiors, homewares and styling
  • You are inspiring, self-motivated and a team player, you love to see your team succeed, and have fun in the process
  • The ability to maintain calm under pressure or in difficult situations
  • Have a desire and curiosity to continuously improve our customer experience at Sheet Society

BENEFITS

At Sheet Society, it’s more than a workplace, it’s a community. With that in mind, we’re committed to making sure our employees are as happy in the workplace as our customers are in bed. Which is why our perks include:


  • Staff Parking and great public transport links
  • ‘Jolly trolley’ - weekly snacks and drinks on a Friday
  • Communal kitchen providing, fruit, biccies, and lots of coffee
  • Access to Wellbeing initiatives
  • A social calendar with fun events held throughout the year
  • Generous staff discounts
  • Dog friendly office


We are proud to be an equal opportunity employer that seeks to recruit, develop and retain the most talented individuals from a variety of backgrounds. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.