Our client represents multiple fashion brands known for their trendsetting designs and cutting edge, sophisticated style. Known for their fusion of British tailoring and New York City street style, these brands focus on a minimalist aesthetic, attention to craftmanship and sustainability. We are looking for someone who can lead and develop the Customer Experience team, and who will be responsible for shaping the customer experience journeys through cross function collaboration with retail and ecommerce operations, marketing, digital and other key business stakeholders to deliver best in class customer experience. This role will be responsible for leading the customer experience team during an exciting period that has many projects in the pipeline. RESPONSIBILITIES No two days will be the same but the role will involve: Acting as an escalation point for all customer service enquriesTraining and developing a direct reportReporting on key metrics to the wider team from a number of platforms and data sourcesCreating customer service prompts in the distinct in the distinct tone of voice of our two brands that can be automated and passed on to the rest of the team to followCollaborating with key stakeholders to deliver key retail projects including but not limited to, omnichannel customer loyalty program, 3PL migration, Click and Collect and instore fulfilment of online ordersCreating and maintaining detailed process documents and customer journey maps REQUIREMENTS Proven experience managing a team of Customer Experience or Customer Service representativesExpertise in Customer Relationship Management (CRM) like Zendesk or GorgiasFamiliarity with Shopify, Klaviyo, NetSuite, and loyalty/retention platforms is a plusSolid knowledge of 3PL (third party logistics) processesStrong time management, attention to detail and ability to thrive in a fast paced environmentAnalytical mindset with the ability to generate actionable insights from CRM dataCapable of working independently with minimal supervision, whilst also being a collaborative team player This role is a 14-16 month maternity leave cover. Interested? Apply via the link or email your CV to (email protected) for a confidential discussion.