E-commerce Customer Service Manager Manchester, England
Job description
Sculpt Activewear are recruiting an E-commerce Customer Service Manager, based in the UK Head office in Manchester. Working closely with the growing Sculpt team you will be an integral part in the smooth running of the brand's ecom and customer experience. Excellent knowledge of customer service and Shopify experience are a must to succeed in this role. Your passion and understanding for fitness, fashion and our products will be apparent through your excellent communication to ensure our high customer retention rate is continued.
Reports to: Managing Director
Responsible for: Inventory Control Assistant
Full time: Monday - Friday
Salary: Competitive depending on experience
Contract: This is a 12 month fixed term role (maternity cover) however there will be regular reviews and every opportunity to earn a permanent role in the rapidly growing team.
Location: HQ in Denton, Manchester
Start date: March/April
The Role:
- Lead customer service to provide exceptional customer experience through email, phone, instore, live chat, and social media channels.
- Implement and manage a clear tone of voice and a customer service strategy.
- Lead the efficient fulfilment and dispatch of the daily online orders.
- Lead the click and collect process from start to end.
- Lead all returns and exchanges processes.
- Lead the inventory management ensuring new inventory is unpacked counted and updated online.
- Key point of contact for logistics and couriers such as DPD, Royal Mail and DHL.
- Update the front end of the website when required via Shopify.
- Identify the key trends in customer feedback and explore opportunities to improve and grow.
- Find Innovative ways to improve the customer journey globally, and work across teams to implement new systems and processes.
- Design and implement CRM strategies to retain and reward existing customers, this includes creating specific loyalty programs
Requirements:
- 3+ years of customer service management experience.
- 3+ years experience with Shopify.
- Strong written and verbal communication skills.
- Tech savvy with experience using a variety of platforms and systems.
- Ability to effectively problem solve in fast paced environment.
- Excellent leadership skills and ability to foster a positive work environment.
- Willingness to do more than required and make a significant impact to the team.
Please note that due to a high number of applications we are currently receiving we are unfortunately not able to provide individual feedback to every candidate at this stage of the process. If your application is successful, you will be contacted by us in due course.
You can also email your CV and cover letter directly to us on [email protected] if you would like to apply.
Job Type: Temporary contract
Contract length: 12 months
Salary: £19,000.00-£23,000.00 per year
Benefits:
- Employee discount
- On-site parking
Schedule:
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Manchester: reliably commute or plan to relocate before starting work (required)
Experience:
- Shopify: 3 years (required)
Work Location: One location
Reference ID: SREFI
