Head of Customer Experience & eCommerce Growth
We are seeking a dynamic, results-driven Customer Experience & Revenue Growth Manager to join our eCommerce team. Reporting to the General Manager, this strategic role will ensure our customer support needs are met while developing a commercial channel through our customer experience team. If you’re passionate about delivering exceptional customer service and driving revenue growth, we want to hear from you!
Key Responsibilities:
General Management:
• Lead the implementation of best-in-class customer service practices across all online client touchpoints, including phone, email, live chat, WhatsApp, and social media.
• Oversee customer service procedures and out-of-hours support.
• Ensure brand protection through constant monitoring of all customer communication channels.
• Manage customer service KPIs and report on progress weekly, working with the team to continuously exceed targets.
• Develop and update customer service policies for handling complaints and inquiries, both simple and complex.
• Regularly assess customer satisfaction metrics and act on insights.
People Management:
• Motivate and guide a team of customer experience executives to deliver outstanding service and a “Wow” experience.
• Supervise day-to-day operations, ensuring quick response times (under 2 hours) across all channels.
• Oversee recruitment, team leave, and performance management, including career planning, training, and appraisals.
Customer Care & Experience:
• Take ownership of customer issues and ensure timely resolutions.
• Authorize refunds and other forms of compensation when necessary.
• Manage and update the Customer FAQs section to automate responses to common queries.
• Collaborate with Marketing and Fulfillment to stay ahead of promotions and slow deliveries, ensuring customers are well-informed.
Revenue Channel Development:
• Drive revenue targets for the Customer Experience team.
• Evaluate the current order process, implementing upsell and cross-sell strategies to enhance sales.
• Work with the team to develop innovative ways to support customer buying decisions and boost sales.
The Ideal Candidate:
• Passionate about customer service excellence and fostering a positive work environment.
• A strong leader with the ability to inspire, develop, and engage a team.
• Committed to driving efficiency and process optimization, always striving for continuous improvement.
You will thrive in a fast-paced, dynamic environment and inspire your team to exceed customer expectations. If you’re a results-driven, customer-focused leader, this role offers you the opportunity to innovate and make a lasting impact.
At Clark, we stand as more than just a Recruitment Consultancy; we’re a beacon of opportunity and inclusivity. Our commitment to fostering a culture of equality and providing reasonable accommodations is unwavering. Should you require us to make any reasonable accommodations during your job search journey then please let us know.
Why Choose Clark as your Trusted Recruitment Partner?
• Inclusive Culture: We celebrate diversity and provide equal opportunities for all.
• Supportive Experienced Recruiters: Finding the right position for the right person matters to us. We’re here to help you source the best career opportunity.
• Personalised Assistance: From start to finish, we’re committed to making your job search journey as smooth as possible.
Ready to Begin? Apply now.
INDCLA