Purpose of the role:

We are seeking a highly skilled and experienced e-Commerce Customer Care Manager to join our team. As the e-Commerce Customer Care Manager, you will manage and optimise the customer care operations for our e-commerce platform across the European market. You will oversee vendor relationships, call centre performance, and support European subsidiaries in achieving their CS goals. Your critical thinking, problem-solving abilities, and strong leadership skills will contribute to achieving our e-commerce CS critical metrics and enhancing the overall customer experience..

Your Key Responsibilities:

Manage:

Lead cross-functional collaboration: Collaborate with key partners from departments such as IT, Operations, and Supply Chain to ensure alignment and effective execution of e-commerce customer care strategies and projects.
Develop and manage vendor relationships (Call Centres and others): Identify, evaluate, and manage relationships with third-party vendors and service providers, ensuring they align with the company’s goals and deliver high-quality support services.
Oversee the day-to-day achievement and maintenance of agreed e-commerce CS critical metrics, reporting on Pan-EU operational and performance data.
Standardise for the efficient/optimised processes/features to support customer on e- commerce at the European level for pre-sale, purchase and post-purchase customer service: collaboration with different company subsidiaries is essential
Analyse and improve as-is processes around e-commerce customer care where required
Manage new/ongoing e-commerce projects for deliverables and outcomes

Build:

Develop new eCommerce CS strategy to support in both achieving operational efficiency and boosting direct sales via Contact Centres
Collate the policies/procedures across the EU subsidiaries to improve overall customer experience (CX) and post-purchase experience (PPX) and standardise at the European level
Ensure compliance and data protection: Stay aligned with relevant data protection regulations, such as GDPR, and ensure the security and privacy of customer data in alignment with company policies and legal requirements.

Optimise:

Coordinate and facilitate the eStore requirements for new change management
Collaborate with the partners amongst local subsidiaries, BPOs, Europe and HQ level across CS to Marketing/Sales teams for the realisation of requirements
Work with the CS and Marketing/Sales Digital teams to streamline and standardise online (and online à offline) contact journeys.
Monitor and report on performance: Establish performance tracking mechanisms, generate regular reports, and analyse data to identify trends, areas for improvement, and opportunities for enhancing the customer experience.

Innovate:

Develop robust workstreams with various partners based on the current & new platform for the better CX and agent journey of the ticketing process for order, refund, refund, cancellation etc.
Enhance self-service capabilities: Work towards expanding and optimising self-service options for customers, using technology and automation to improve efficiency and customer satisfaction.

What we need for this role:

Experience of held a managerial role in eCommerce platform/strategy projects, like Project Manager, Delivery Manager or Technical Manager in eCommerce Service or Marketing team
Familiarity/knowledge on eCommerce Platforms/Process such as Hybris, AEM, alesforce, ServiceNow, Zendesk etc. is a plus
Experience in a contact centre environment with exposure to digital (i.e. chat, big data) service would be an advantage
Understanding of Amazon connect services and knowledge of speech-to-text capabilities would also be desirable
Strong project managing and organisational skills with attention to detail
Strong interpersonal skills and inter-cultural working background (experience at the regional HQ of global brand is a plus)
Analysing large datasets to identify patterns, trends, and insights
Strong verbal and written communication skills to effectively share findings with Subsidiaries
Technical, analytical, and presentation skills with a high degree of self-motivation and can-do demeanour with strong MS office skills
Ability to work under pressure and deadlines. In addition, must be able to manage multiple projects and often competing priorities
BA degree or equivalent practical experience, advanced degree preferred

What does success look like?

Implement a new standardised e-Commerce ticketing process across the EU subsidiaries in collaboration with internal partners, BPOs and solution providers
Improve e-commerce CS critical metrics (NPS, CSAT, First Response Time etc.) and define/manage new metrics which contribute to the sales increase (e.g. refund/return rate decrease, Pending ticket TAT decrease etc.) and the operational efficiency (e.g. contact centre cost saving, increase multi-skilled agent etc.)
If you are a highly motivated and experienced professional with a passion for delivering exceptional customer care in the e-commerce industry, we encourage you to apply for this exciting opportunity. Join our team and contribute to our mission of providing outstanding customer experiences and driving business growth.

Benefits of working at the company include:

Bonus Scheme
Pension contribution
3 x volunteering days each year
Holiday – 25 days per annum plus bank holidays
Access to staff sales discounts on a wide range of products
Access to discount shopping portal

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to
request accommodation.

We create the future by fostering a diverse culture to drive sustainable growth.

Post Purchase Experience Manager

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