Job Description: This is an extremely important appointment in the senior commercial leadership team at Funky Pigeon, reporting to the Commercial Director. Job Responsibilities: Budget holder for Customer Happiness – delivering in line with budgetary constraints. Produce key weekly and monthly reports to senior leadership teams to provide insight and commentary on Funkypigeon.com customer service performance Hands on day to day management of the team, supervisors & our 3rd party peak support provider Develop & deliver the strategic vision - with the inclusion of software or technology enhancements to improve efficiencies Drive the Customer Happiness agenda internally at FunkyPigeon.com Establish sustainable reporting metrics for service - implement KPI’s and SLA’s to ensure quality and efficiency of service in line with the business objectives Create a centre of excellence for customer queries - delivering best in class Customer happiness, whilst delivering best in class customer engagement scores Job Requirements: Proven track record of scoping and delivering technology enhancements to drive efficiencies whilst delivering improved customer satisfaction results Ability to juggle many projects at once, move between big picture and detail easily Customer obsessed, drives customer agenda across the entire organisation Strong hands-on experience in managing a service department in a business that has extreme peaks and troughs in seasonal trade Strong ability to balance creativity and department processes to develop a strong bond with the Customer, while being able to make commercial decisions Extensive expertise in Customer Service Management in a fast-paced retail / e-commerce environment or similar Collaborator, a self-starter, team player, builds trust, high emotional intelligence Excellent people management and communication skills Job Details: Company: WHSmith Vacancy Type: Full Time Job Location: Bristol, England, UK Application Deadline: N/A Apply Here Careersvilla.com
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