Customer Service & Operations Senior Manager

Job Description

Experienced and motivated Customer Service & Operations Senior Manager required to join a very talented and nimble team in central Twickenham, Middlesex.The role of the Customer Service & Operations Senior Manager is to manage the business operationally day-to-day across both the customer service and operations teams to ensure that the business delivers a strong customer experience end-to-end and hit agreedinternal KPIs.This role would report directly into the COO and would suit someone who is looking to progress to a Head of Customer Service & Operations within 12 months of joining and then COO within a further 12 months.Responsibilities: Manage the Customer Service & Operations plan and budget, maximising the performance delivered in line with agreed targets Manage and drive the Customer Service & Operations Teams to ensure they deliver the defined business experience and are experts on the products Manage the accurate forecasting and reporting for Customer Services & Operations against quantitative and qualitative KPIs, driving key insights and recommendations Manage all key Customer Service & Operations external relationships and performance ensuring delivery against agreed targets Manage all stock to ensure it is fully accounted for and accurately reported on Manage the Customer Service & Operations Team recruitment, onboarding and training/ skills development, ensuring the team are able to undertake their roles to the best of their abilities and against agreed KPIs Manage all related data, systems and processes, ensuring 100% accuracy and compliance at all times and suggesting and implementing improvements Manage cases and identify and drive through improvements for all common cases. Oversee all costs/ liabilities related to the cases, ensuring they are fully recoveredSkills & Experience: 5+ years of customer service/ retail and operations experience 5+ years of supply chain experience Commitment to providing high levels of customer satisfaction and demonstrable experience in working positively in customer facing environments Experienced people manager, able to lead, motivate and inspire others at all levels to deliver against demanding objectives Demonstrable collaboration, stakeholder management, negotiation and influencing/ interpersonal skills both customer facing and with suppliers Excellent written and oral communication skills Experience in implementing effective processes and delivering projects independently Good problem solving and analytical skills Strong attention to detail and desire for maintaining quality data and systems Strong time management skills and the ability to multi-task and meet deadlines Process driven with strong planning skills Good commercial acumen Strong computer literacy with a good proven competency in MS Office notably Excel Experience working with Magento, CRM systems (Salesforce) and ERP systems (desirable) Industry experience in an e-commerce (retail desirable) coMonday to Friday, 9am to 5:30pm. Salary£50-60K plus 10% bonus!