eCcommerce Customer Care Manager - No.1 Global Robot Vacuum Brand

Job Description

An exciting opportunity for a talented Ecommerce Customer Care Manager to join a global consumer robot company with products including the award-winning Roomba Vacuuming Robot and the Braava family of mopping robots.If you have appropriate leadership & management experience supporting e-care, omnichannel or digital teams in a digital retail environment, wed love to talkRole Info:eCommerce Customer Care Manager - Customer SuccessCentral London, SW1 / Hybrid Working£45,000 - £55,000Plus BenefitsProduct: World Leader in Consumer Robot Vacuums / Floor CareYoull be a good match if you have these skills:+ B2C Ecommerce and order management (EMEA)+ Contact centre experience (EMEA)+ Performance management for sales and growth programs+ Voice of the Customer and Customer Experience analysisAbout Us:Founded in 1990 with the vision of making practical robots a reality, we have sold more than 30 million robots worldwide.We are committed to fostering invention, discovery, and technological exploration in the pursuit of practical and valuable robot products for the home.Our company is full of creative and driven individuals working together to make the impossible possible. The companys corporate headquarters are located in Bedford: MA, USA, with offices also in Pasadena: California, London, Shanghai, Guangzhou, Hong Kong,and Tokyo.The Ecommerce Customer Care Manager Opportunity:We are seeking a customer care leader with a customer-centric mindset and proven record of building, leading and growing best in class ecommerce customer care teams in a fast-growing environment.You will be responsible for the overall Contact Center sales performance of support, ecommerce programs and revenue driving initiatives in EMEA.This role is the liaison between care and commercial organization, leads ecommerce customer care operations, develops and executes initiatives, programs and processes that meet or exceed ecommerce revenue and experience goals. You will strive for relentlessimprovement of customer experience and are a strong customer advocate.The role manages 4 practice areas:+ Ecommerce programs: execute, grow, and lead ecommerce customer care initiatives that improve the overall satisfaction with our website, e-care while growing digital revenue.+ Ecommerce customer experience: Partner across functions and departments to address ecommerce customer experience gaps and improve overall satisfaction.+ Order Management: Establish ecommerce support processes and best practices including proactive management of order and fulfillment issues, reporting and oversight.+ Revenue driving: Leads initiatives that focus on revenue generation, establish sales training, incentive programs and sales goals. Manages the performance of the sales support team.About You:+ BA. /BSc. in Business or related field.+ 7+ years experience supporting e- care, omnichannel or digital teams.+ Experience in a retail digital environment required+ Prior demonstrated success in a similar position+ Experience in creating processes and procedures that support contact center ecommerce teams+ Demonstrated ability to manage the care related pieces of an ongoing DtC transformation project+ A demonstrable knowledge of contact center metrics, best practices and sound understanding of contact center workflow+ Ability to develop and facilitate training of ecommerce and sales programs including designing workflows, SOPs+ Ability to develop and track key performance indicators, establish orders monitoring dashboard to track orders flow+ Previous experience supporting consumer electronics, warranty and repair programs desired+ Experience with supporting premium brands with fast-growing digital channels (app, direct/ecommerce) strongly preferred+ Experience with managing ecommerce and revenue driving programs strongly preferred+ Experience with implementing order management systems preferredSkills:+ Excellent Performance management and Improvement+ Strong interpersonal skills and ability to effectively communicate and collaborate on complicated concepts and recommend courses of action+ Strong project management skills, ability to complete projects on time, problem-solving skills and ability to translate analytic data into strategic ideas+ Process mapping and Improvement+ Proven record of driving change and significant improvements in customer care ecommerce operations+ Analytical skills. Strong attention to detail. Ability to build operational reports, measure and track improvements.+ Excellent organizational skills and ability to meet tight deadlines in an environment of competing priorities.+ Demonstrated ability to drive change and influence individuals at all levels of the organization and to take appropriate risksSystems:+ Experience in SFCC/SFRA preferred.+ Must be highly knowledgeable in order management, warehouse management and payment processing systems+ Familiar with data visualization tools, such as Tableau, QlikSounds like a good fit Apply here for a fast-track path to the Hiring Manager.You may have worked in the following capacities:Ecommerce Customer Care Manager, Customer Service Manager, Customer Care Team Leader, Ecommerce Manager, Customer Success Manager, eCom Customer Support Manager.Application notice We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect you may be contacted by email, text or telephone. Your data isprocessed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.