Senior Customer Experience Executive

Job Description

Senior Customer Experience ExecutiveWe are looking for a highly professional, customer-centric, Customer Experience Executive, to join our expanding E-commerce Team.If you are looking to challenge yourself in a fast paced, Luxury Beauty environment, where the customer experience is at the fore, then this is the job for you.As a Senior Customer Experience Executive, you will be responsible for cultivating and enhancing the Customer Journey across multiple touch points. Your role will play a key role in creating a complete 360 Digital Experience, ensuring the customer has anexceptional experience for the duration of their online journey, as well being a pivotal point of contact both with the customers and the wider Digital and Marketing teams.The role is varied and will require excellent communication skills, the ability to remain professional at all times, and developing and enhancing strong relationships with our customers. You will be responsible for liaising with the Training, Marketing,and Digital Team to enhance and cultivate the Masterclass experience, both for our online and offline databases.You will be accountable for implementing best practices and sharing key insights on performance from Bambuser, concerning sign-ups, feedback, and sales performance as well as moderating classes to provide assistance where necessary.Jointly responsible with the CRM Digital Marketing Executive to implement lead generation campaigns linked to Paid Social Campaigns to drive acquisition targets.A key responsibility will be to ensure that the customer experience is optimised, liaising with the Digital, Marketing and Trading Teams to provide an exceptional experience across all digital touchpoints.

• Setting up Masterclass within Bambuser, liaising with the Training Team on Content and product placements assistance during Classes, as well as moderating classes to provide assistance
• Reporting and presenting Masterclass Performance to the wider team, highlighting areas of success and areas of opportunity to drive revenue and conversion
• Liaising with Marketing and Digital Team on product launches to create a bespoke Masterclass experience and providing aftercare support to maximise sales opportunities
• Liaising with the relevant stakeholders to propose Masterclass themes, that sit within 360 activations for sign off with Department Leads
• Providing Exceptional Service to VIP Clients; Owning the VIP Concierge Service, building and maintaining relationships
• Liaising with the Digital CRN Marketing Executive to identify VIP Clients and create tailored content and incentives to encourage repeat purchases
• Create reports to highlight and evaluate performance of VIP events, detailing success and opportunities to further maximise sales
• Drive trading opportunities through a physical experience for 3rd Party Retailers
• Liaising with the CRM Digital Marketing Executive and Trading Manager to identify Trading opportunities for the RFM Segments
• Providing Support to the Customer Service Executive during peak trading periods
• Offering beauty consultations for product recommendations or queries, through multiple channels (1:2:1 Consultations)
• Responding to customer calls in an efficient and professional manner
• Responding to Email queries
• Resolving conflict and de-escalating complaints
• Monitoring and responding to social media posts, comments and direct messages
• Monitoring and responding to live chat queries and concerns
• Investigating, and problem solving
• Liaising with our warehouse provider to resolve order queries
• Placing replacement orders through internal system
• Sending out samples and complimentary gifts to customers
• Assisting customers with online queries, processing orders or applying promotional codes
• Providing support and feedback to the wider Digital team to ensure the customer experience is elevated at all times

Key Skills & Experience:Salesforce Service Cloud (or equivalent CRM Solution)Online Customer ServiceLuxury RetailBeauty Experience (Advantageous)