Customer Experience Team Lead in London

Life is short, make it count. Liforme is a company with boundless ambition, and we fundamentally believe that we can change the World significantly through our business. We are proud to be B Corp Certified. We are a dynamic privately owned and digitally native company in the Yoga and Wellness Sector with sales in over 185 countries Worldwide, and with many exciting things in the pipeline. We are a scale-up business that still operates in many ways like a start-up, and this energetic and flexible approach is at the core of how we operate.

We reinvented the Yoga mat back in 2008 and have since grown to become a leading brand in the Yoga and wellness industry, loved and trusted for our ground-breaking innovations and our commitment to environmental sustainability and using our business to promote social justice in the World. We have a market-leading customer service record and average 4.9* product and service reviews globally.

Our mission is to support and encourage the practice of Yoga and physical and mental wellbeing with our original, ground-breaking and truly useful products; to bring the values of Yoga to the Yoga business and beyond; and to unite a global community of people around our common goal to 'Live For More' through the products we produce and sell, how we run our business and how we Give Back to the World through it.

Headquartered in central London and now working in a hybrid remote + office structure (currently Wednesday/Thursday at our office in the heart of Camden Town), we are continuing to grow and strengthen our team with the addition of further like-minded, bright and ambitious people.

Job Purpose

Reporting to the overall Customer Experience Manager and other Senior Management as required, you will be responsible for managing our friendly, efficient and effective team to provide exceptional service for our DTC business to drive and support the growth of our global ecommerce company. You will be part of a crucial front-line team liaising with potential, new and existing customers across digital touchpoints to deliver an all-round exceptional customer journey and ensure positive brand perception and association. Proactive, dynamic and energetic, you will work with our operations team to resolve customer issues, actively engage with customer queries and complaints and work to further improve customer propositions.

As Customer Experience Team Lead, you will thrive on delivering exceptional service to our wonderful community of Yogi customers. You must have the ability to manage multiple deliverables simultaneously, get a thrill from exceeding targets, have the drive to continually look for potential improvements to processes and protocols and the initiative to problem-solve. You will lead by example with enthusiasm and passion, rolling up your sleeves and getting hands-on to lead delivery effectively.

Key Responsibilities

• Lead our team to deliver outstanding digital customer service in a competitive and global ecommerce environment.
• Drive, manage and improve engagement with customers through digital and written channels of communication (e-mail, social DMs etc.).
• Ensure necessary resources, team capacity and tools are available to meet business’ requirements.
• Provide inspiring and motivational management for a small but growing team.
• Handle and resolve more complex or escalated customer service issues.
• Review, develop, update and implement protocols to improve customer propositions.
• Deliver the voice of our brand, monitoring quality, tone and service level of customer communication.
• Advocate for customers through feedback and escalation of issues internally.
• Report on key performance indicators (including SLAs, CSAT, return rates, etc.) to Senior Management and implement feedback to continually improve scores.

What you’ll bring

• Dynamic energy with a proactive approach, and with a real willingness to be hands-on and get involved.
• Ability to thrive in a fast-paced entrepreneurial environment; fast learner with a natural eagerness to upskill.
• Highly personable and able to fit in with our hard-working team.
• Strong attention to detail.
• A commercial approach, with logical application of business acumen to relevant tasks.

What you’ll have

• Proven track record of customer service work (3+ years) and managing other team members (1+ years).
• Highly personable, ability to form good working relationships, energize, enthuse and drive a team forward.
• Exceptional communicator, particularly adept at written expression.
• Good, hands-on knowledge of tools such as helpdesks and e-commerce platforms (Shopify and Gorgias would be a plus).
• Proven track record of managing resource to ensure consistent delivery across multiple time zones and regions.
• Proven experience of developing and implementing brand-specific customer service and engagement protocols.
• Great problem-solving skills and a dedication to finding the most efficient and complete solution to issues as they arise.
• As the responsibilities of this role are varied, you must be a great all-rounder with the ability to manage multiple projects and deliverables simultaneously.

Advantageous

• Proven track record of using Excel or other programmes to produce KPI reports.
• Experience working in or an interest in the fitness, wellness and/or Yoga industries.
• Experience working in a start-up or fast-growing ecommerce business.

What we’ll bring

• Private Health Insurance
• Pension contributions
• Hybrid working arrangement
• Currently Wednesday & Thursday office days at our wonderful space in Camden Town, Central London.
• Probably the best people you’ve ever met and an exciting calendar of team social gatherings and events!

We know that diversity in experiences, backgrounds and identities can expand horizons. We’re committed to being an equal opportunities employer – and that starts with our recruitment process. We are simply united by a set of common values and goals: do exceptional work, support and encourage the practice of Yoga, challenge the norm, make the world a better place, treat people right, have a positive impact, give back, and have fun.