Act as the primary advocate for the voice of the customer, ensuring customer feedback is gathered, analysed, and integrated into organisational strategies of Operations, Marketing, Commercial, Technology and Product teams
Analyse customer feedback, behaviour, and touchpoints to identify opportunities to enhance the customer experience as well as oversee the resolution of customer-related issues
Introduce, consolidate and monitor the company’s customer satisfaction measurement system with metrics like NPS, Rating portals, CSAT, Product Reviews, Customer complaints, Social Media sentiments etc..
Lead customer feedback training programs to build organizational awareness and accountability for customer satisfaction
Work closely with the Customer Retention and Customer Analytics teams to ensure insights are widely adopted and leveraged to create a top-notch customer experience, driving customer satisfaction end-to-end. Stay informed on industry trends, tools, and best practices to continuously evolve the global customer experience strategy of the Lovehoney Group
What you should bring
5+ years of experience in customer experience, customer insights, or a similar role, ideally in the retail sector
Expertise in managing customer satisfaction tools and platforms, particularly with AI, and an analytical mindset with the ability to translate data into actionable strategies
Strong project management and problem-solving skills with a proven ability to collaborate across departments to achieve customer-focused outcomes
Exceptional communication and interpersonal skills to influence stakeholders and drive initiatives
Analytical mindset with the ability to translate data into actionable strategies
Responsibilities
What you will do
Act as the primary advocate for the voice of the customer, ensuring customer feedback is gathered, analysed, and integrated into organisational strategies of Operations, Marketing, Commercial, Technology and Product teams
Analyse customer feedback, behaviour, and touchpoints to identify opportunities to enhance the customer experience as well as oversee the resolution of customer-related issues
Introduce, consolidate and monitor the company’s customer satisfaction measurement system with metrics like NPS, Rating portals, CSAT, Product Reviews, Customer complaints, Social Media sentiments etc..
Lead customer feedback training programs to build organizational awareness and accountability for customer satisfaction
Work closely with the Customer Retention and Customer Analytics teams to ensure insights are widely adopted and leveraged to create a top-notch customer experience, driving customer satisfaction end-to-end. Stay informed on industry trends, tools, and best practices to continuously evolve the global customer experience strategy of the Lovehoney Group
What you should bring
5+ years of experience in customer experience, customer insights, or a similar role, ideally in the retail sector
Expertise in managing customer satisfaction tools and platforms, particularly with AI, and an analytical mindset with the ability to translate data into actionable strategies
Strong project management and problem-solving skills with a proven ability to collaborate across departments to achieve customer-focused outcomes
Exceptional communication and interpersonal skills to influence stakeholders and drive initiatives
Analytical mindset with the ability to translate data into actionable strategies
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