Interim Senior Consumer Care Manager - 12 month FTC

Job Title: Interim Senior Consumer Care Manager – 12 month FTC

Location of role: London

Brands you will be working on: Tatcha, Murad, Kate Somerville, Living Proof, K18

Direct Reports: x3

Overview:

The Prestige UK Hub are looking for a Senior Consumer Care Manager to join our team. We are looking someone who is passionate about Customer Service and loves our brands. You will work across our 5-prestige beauty and haircare brands (Tatcha, Murad, Kate Somerville, Living Proof, K18)

At the Prestige UK Hub, Customer Service is the core of everything we do, and building a premium consumer experience is our number one priority. This role is at the heart of the business, connecting with our brands, social media, operations and commercial teams to build our customer service capabilities.

Responsibilities & Duties:

• Champion Consumer Excellence across our business.


• Define and monitor key performance indicators for our customer service, presenting back to key stakeholders and identifying areas for improvement


• Maintain high levels of customer service and manage our key SLAs across the 5 brands.


• Define and implement a strategy for a future fit customer service.


• Daily monitoring of performance and managing resource to flex to peaks.


• Create plans for managing peaks and upcoming activity.


• Connect with our brands, e-commerce, social media and operations teams to ensure fast resolution of issues, and preparation for upcoming activities.


• Manage the customer service team of 3 people, driving for high performance across the team.


• Provide guidance and training for team members to build capabilities.


• Interact with our consumers across emails, phones, live chat, social media and consumer review platform.


• Identify improvements to our customer service through people, process and system enhancements


• Collaborate closely with our IT, E-Commerce and Supply Chain teams to ensure that system implementation fixes are put in place for consistent delivery to our consumers 


• Manage escalations effectively to drive resolutions promptly


• Ensure a high quality and consistent consumer experience through every consumer connection across our end-to-end business


• Tracking of quality issues and adverse reactions to feed back to the wider business, reporting on monthly trends and liaising with Quality and safety teams

What we are looking for:

• Passion for beauty and skincare


• Strong experience in customer service management


• An understanding of end-to-end ecommerce business operations, with the ability to understand the details of our websites through to our operations


• Experience in continuous improvement: identifying gaps and weaknesses and implementing solutions for a more effective customer service team


• Experience with defining and implementing customer service strategy


• An ability to prioritise and work across multiple activities in parallel


• An excellent communicator – calm, patient and good under pressure


• Someone with the ability to manage varied stakeholders across the business


• Experience in leading a team and managing performance


• An aptitude for systems and exploring new technologies


• Experience with ERP, ideally Netsuite, CRM, social media and web platforms


• Future-Fit Skills: Creativity, Consumer Experience, Problem Solving


• Winning Behaviours: Care Deeply, Consumer Experience, Problem Solving

#LI-NS1

As an equal opportunities’ employer, Unilever Prestige Hub Brands: REN/Murad/Kate Somerville/Living Proof/Tatcha is committed to the equal treatment of all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do. In particular, we strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Unilever Prestige Hub Brands/REN/Tatcha/Murad/Kate Somerville/Living Proof.