CUSTOMER CARE MANAGER | HIGH WYCOMBE

We’re looking for a fabulous Customer Care Manager to join our Customer team and play a key role in driving The Perfume Shop’s customer care strategy forward by continuously leading and managing customer satisfaction.
Do you already keep the customer at the heart of everything you do? Then we want to hear from you so we can continue to provide a best-in-class customer experience through our customer service.

• Be part of developing a world class customer service strategy, looking at how software and automation can deliver our SLAs
• Prepare for our peak trade windows by ensuring we have got a strong plan and forecast
• Working closely with our outsource team and ensuring they keep up to date with any training and changes within the world of The Perfume Shop
• Be a change champion collaborating with other departments to drive the change our customers want
• Build a feedback strategy and managing all customer feedback
• Report and share customer insights with the rest of the business
• Ensuring a seamless Online and Offline (O+O) experience for colleagues and customers