customer success manager London, England
Job description
BROWNS FASHION
Disruptive, unexpected and revolutionary in our own way... Browns changed the course of retail and fashion history forever when it opened in 1970. Born in London but celebrated globally, we're the one-stop shop for the best luxury fashion including established designers and emerging talent; renowned for our influence in fashion and style, and our innovative approach to retail and high-level service. Powered by Farfetch, we continue to disrupt the retail landscape to deliver a global luxury shopping experience of the future, championing creativity and originality.
Our people are at the heart of everything we do. Together we are here to make a difference and to spread kindness. We welcome differences, empower individuality, and celebrate diverse skills and perspectives, creating an inclusive environment for everyone.
LOCATION
Our London Head Office is based on Old Street, London’s tech hub, home to a broad range of teams including Ecommerce, Tech & Product, Brand Engagement, Buying, Merchandising and People. Our open plan space is ideal for collaborative working and sharing ideals, or you can enjoy some quiet time in our dedicated library. We also have a large outdoor terrace which is the perfect spot to have a team lunch or host events. We also have homes in the form of our retail boutiques, Browns Brook Street in Mayfair, and Browns East in Shoreditch.
THE ROLE
The Customer Operations Specialist plays a significant role in delivering on the Browns Vision to be the global destination for curated luxury fashion and its mission as fearless leaders in fashion to empower and form connections with our customer through compelling product and experiences. Reporting to the Customer Operations Manager, the purpose of this role is to help to deliver a luxury customer experience by supporting the creation and optimisation of seamless, efficient and sustainable operational processes, coordinating cross-functional projects and delivering key actionable insights through analytics and reporting. This is an exciting role, working across retail operations, customer experience, analytics and broader company wide projects and program management.
WHAT YOU'LL DO
- Help to support the teams within Customer Experience to deliver a luxury customer experience and drive commercial value to the business through operational excellence.
- Use your operational expertise, collaborative approach and effective communication to play a meaningful part in important programs, projects and teams.
- Program manage projects and key tasks cross-functionally and within the team to support the execution of the Customer Experience strategy, ensuring key milestones and deliverables are met.
- Continually review, measure and find ways to improve ways of working and processes across Customer Operations and the wider Customer Experience function.
- Own reporting & analytics within Customer Experience, building reports and analysing data to track performance and provide actionable insights.
WHO YOU ARE
- Experienced in working in teams and coordinating projects or workstreams with multiple stakeholders and contributors.
- Proactive and able to work independently in a fast-paced environment, efficiently and effectively multi-tasking and prioritising to meet deadlines and deliver fully on briefs.
- Flexible, approachable attitude with good problem solving skills.
- Highly analytical with strong attention to detail and able to build, develop and product reports, uncovering insights and identifying opportunities for operational optimisation, and to improve commercial performance and customer experience.
- A natural collaborator with excellent written and oral communication, strong stakeholder management skills essential.
- Skilled in working with and learning new systems and tools; minimum intermediate Excel. Previous experience with Tableau, Microsoft D365, Looker and/or Power BI would be an advantage.
REWARDS & BENEFITS
- Equity within the Farfetch group and annual bonus/or commission.
- 33 day holidays per year plus holiday trading.
- Flexible benefits - Private Insurance, Dental Insurance, Season Ticket Loan, Employee Saving's Isa's, ClassPass and more
- Discount of 40% off at Browns
- Life Insurance, Critical Illness Insurance & Pension Scheme.
- Flexible working environment and more!
EQUAL OPPORTUNITIES STATEMENT
- Browns Fashion is an equal opportunities employer ensuring that all applications are treated equally and fairly throughout our recruitment process. We are determined that no application experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our positively FARFETCH strategy throughout our business, partnerships, and communities.
