Customer Happiness Manager

RIXO is looking for a passionate and personable Customer Happiness Manager. We’re growing quickly, and now need a leader to shape the strategy for every touchpoint in our customer journey – delivering experiences with wow factor every single time.  Our ideal candidate for this role is obsessed with innovative and positive customer experiences; has a strong vision for what brilliant customer service will look like in the 2020s; has the know-how to deliver that vision and believes passionately in always doing the right thing for the customer.  You’ll espouse our RIXO values – savvy, real, curious, humble and positive, and ideally have prior experience of a start-up environment – with a willingness to roll up your sleeves and swim outside your lane when needed.

What you’ll do:

 

Customer Experience Strategy & Leadership

  • Collaborate with senior stakeholders to define the customer experience strategy
  • Bring experience of industry best practice to our programme, and use it to build a world-leading experience that gets customers talking
  • Collaborate with the e-commerce director and other stakeholders to introduce enquiry management technology/platforms to our customer experience journey; streamlining existing processes
  • Take the lead on updating customer experience processes, ensuring they are in line with both legal and industry standards
  • Compile the weekly customer feedback report, ensuring voice of the customer is shared with key stakeholders and the senior leadership team

 

Customer Experience Innovation & Improvement

  • Introduce performance insight to drive enhancements to contact routing, time to first response and full resolution
  • Analyse contact data, quantitatively and qualitatively, to identify opportunities to reduce the need for contact through root cause resolution or providing customers better self-serve options
  • Partner with cross-functional stakeholders to implement tailored policies, procedures, and other relevant programmes to tackle these opportunities
  • Investigate new approaches and technology that will enable us to deliver an even better experience: e.g. live chat
  • Provide monthly reports and feedback to summarise team performance, customer feedback and progress against your service improvement plans

 

Team Development & Leadership

  • Lead the team to ensure there is a positive, motivational, supportive working environment, whilst being accountable for ensuring all agreed SLAs and KPIs are met at all times, whilst delivering an exceptional experience
  • Recruit & develop a high performing team – defining productivity targets and resource needs (including planning for operational peaks) as our business grows
  • As the team grows, identify training needs for your direct reports and build robust training plans to deliver rock star service to every customer, every time

 

Who you are:

  • 5+ years of progressive, relevant work experience with at least 2+ years of experience leading and managing teams
  • Experience using contact management technology to deliver exemplary service
  • Obsessed with the customer, with a good understanding of where the benchmark sits for world-class service
  • Extremely hands on and happy to work on the frontline when needed
  • Highly proactive: you drive change and improvement without being asked, and you’re not afraid to suggest improvements to processes – We are a start-up and are learning along the way too!
  • You’re exceptionally organised and thrive on solving problems and working closely with people, especially under pressure and managing multiple, and often conflicting, priorities at the same time
  • First-class written communication and interpersonal skills; personable yet persistent
  • Highly proactive, entrepreneurial and self-motivated with a strong work ethic and go-getter attitude

 

We’ll give you some bonus points for:

  • Previous implementation of contact management technology
  • Additional European languages would be advantageous
  • Experience of a start-up environment
  • Experience of wider marketing functions and the critical role customer experience plays in the wider marketing organisation
  • Previous experience managing styling, sales, or online fraud

 

About RIXO:

RIXO’s story began in 2015 in the London living room of best friends Henrietta Rix & Orlagh McCloskey, born from their passion for vintage.  Our philosophy is to evoke a wanderlust & free spirit in all our wearers, filling a gap in the contemporary market with easy-to-wear, feminine shapes and high-quality materials. Always inclusive, always empowering, we create a fusion of original hand-painted prints and timeless silhouettes to flatter every woman, irrespective of age, season, size, nationality or time of day.

In the last three years, we’ve grown quickly and are now stocked by over 100 wholesale partners across the world - from Net a Porter and My Theresa online, to Selfridges, Saks Fifth Avenue and David Jones across the globe in the real world. We recently won the Drapers Award for Premium Brand of the year, and we’re only just getting started!

 

Some benefits & perks of working at RIXO:

  • Competitive Salary
  • 25 days holiday plus 8 bank holidays each year
  • Company pension
  • Regular team events where we celebrate our success and our people
  • RIXO birthday and festive gifts, plus a generous staff discount programme
  • And more (just ask!)

RIXO is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.

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