At a Glance
- Tasks: Optimise customer care tools and turn data into actionable insights.
- Company: Sweaty Betty, a global female-first activewear brand.
- Benefits: Remote work, inclusive culture, and opportunities for professional growth.
- Other info: Fast-paced environment with a commitment to equal employment opportunities.
- Why this job: Join a mission-driven team empowering women through fitness and customer care excellence.
- Qualifications: Detail-oriented, data-savvy, and customer-focused with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
We are a global female‐first activewear brand launched in 1998, dedicated to empowering women through fitness and beyond. In this remote role, you will play a key part in driving customer‐care excellence by optimising Salesforce‐based tools, improving service delivery and turning data into actionable insights.
Responsibilities
- Manage Salesforce permissions and administer changes to layout, fields, picklists, etc.
- Perform general troubleshooting and complete the Sales Administration certificate.
- Potentially complete the Development certificate.
- Continually update KnowledgeBase articles and refine search tags.
- Identify optimisation opportunities within Salesforce.
- Support UAT for new Salesforce releases.
- Monitor and optimise the chatbot to maximise contact deflection.
- Explore in‐store hand‐offs for Live Chat/video calls.
- Analyse customer feedback – CSAT, CES, NPS, assisted‐sales conversations and external FAQ data.
- Create and update process‐flowcharts.
- Develop ad‐hoc training guides and workshops.
- Assist with floor‐walking activities.
- Maintain Saved Replies and External FAQs, refining search tags.
- Collaborate with the Quality & Training Manager and senior stakeholders to ensure high‐standard CRM optimisation.
Key Qualifications
- Attention to detail.
- Ability to translate data into insights.
- Operations support experience.
- Customer‐obsessed and resolution focused.
- Highly self‐motivated with a keen appetite to learn.
- Excellent communication skills with all stakeholders.
- Friendly and professional demeanour.
- Problem‐solving and creative thinking.
- Works well under pressure in a fast‐paced environment.
- Experience using multiple systems.
- Ability to meet KPIs/targets.
Additional Information
- Remote role – strong virtual communication skills required.
- The position is based in England, United Kingdom.
Equal Employment Opportunity Statement
We are committed to equal employment opportunities and strive to create an inclusive workplace. All applicants will be considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, disability or any other protected characteristic.
Customer Care Optimisation Analyst - Sweaty Betty - 7M FTC in London employer: FashionUnited Group
At Sweaty Betty, we pride ourselves on being a global leader in female-first activewear, fostering a vibrant and inclusive work culture that empowers our employees to thrive. As a Customer Care Optimisation Analyst, you will benefit from flexible remote working arrangements, opportunities for professional development through certifications, and a supportive team environment that values your insights and contributions. Join us in our mission to inspire women through fitness while enjoying a rewarding career with ample growth potential.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Optimisation Analyst - Sweaty Betty - 7M FTC in London
✨Tip Number 1
Get to know the company inside out! Research Sweaty Betty's values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer care, make sure you can articulate your thoughts clearly and confidently. Role-play with a friend or use video calls to simulate the interview environment.
✨Tip Number 3
Prepare some insightful questions to ask during your interview. This shows that you're engaged and thinking critically about how you can contribute to optimising customer care at Sweaty Betty.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and ready to dive into the Salesforce tools you'll be working with.
We think you need these skills to ace Customer Care Optimisation Analyst - Sweaty Betty - 7M FTC in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Care Optimisation Analyst. Highlight your experience with Salesforce and any relevant data analysis skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for customer care and how your skills align with our mission at Sweaty Betty. Let us know why you're excited about this opportunity!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love creative thinkers who can turn data into actionable insights, so don't hold back on sharing your success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own channels!
How to prepare for a job interview at FashionUnited Group
✨Know Your Salesforce Inside Out
Since the role involves managing Salesforce permissions and optimising tools, make sure you brush up on your Salesforce knowledge. Familiarise yourself with its features, especially those related to customer care, so you can confidently discuss how you would improve service delivery.
✨Showcase Your Data Skills
This position requires translating data into actionable insights. Prepare examples of how you've used data in previous roles to drive improvements. Be ready to discuss specific metrics like CSAT or NPS and how you’ve leveraged them to enhance customer experiences.
✨Demonstrate Your Problem-Solving Abilities
The interviewers will be keen to see how you approach challenges. Think of a few scenarios where you identified optimisation opportunities or resolved issues under pressure. Share these stories to highlight your creative thinking and resolution-focused mindset.
✨Communicate Like a Pro
As this is a remote role, strong virtual communication skills are essential. Practice articulating your thoughts clearly and concisely. During the interview, maintain a friendly and professional demeanour to show that you can engage effectively with stakeholders.
