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- Tasks: Lead the transformation of customer support into an exceptional customer experience.
- Company: A leading global online fashion brand reaching millions of shoppers daily.
- Benefits: Competitive salary, dynamic work environment, and opportunities for career growth.
- Other info: Be part of a brand that values innovation and customer loyalty.
- Why this job: Join a fast-paced team and make a real impact on customer satisfaction.
- Qualifications: Experience in managing multi-channel contact centres and a passion for fashion.
The predicted salary is between 43200 - 72000 £ per year.
Our client is a powerhouse in the global online fashion space, reaching millions of style-conscious shoppers every day. They are currently seeking a visionary Senior Customer Experience Manager to spearhead their front-line operations and transform "customer support" into a world-class "customer experience." In this role, you won't just be managing tickets; you will be the lead architect of the customer journey. Our client's promise is to make fashion effortless, and you will ensure that from the moment a shopper hits 'buy' to the second they trial their new look at home, the experience is seamless. You will sit at the intersection of tech, logistics, and style, using data to anticipate friction before it happens and leading a large-scale operation to deliver "wow" moments at pace.
Requirements
- Operational Excellence: Proven experience managing large-scale, multi-channel contact centres (Live Chat, Social, Email, and Phone) within a fast-paced e-commerce environment.
- Strategic Leadership: Ability to manage departmental budgets, workforce planning, and BPO partner relationships across various international territories.
- Tech Stack Mastery: Expertise in CRM and help-desk platforms (such as Zendesk or Salesforce) and a passion for leveraging AI and automation to streamline "simple" contacts.
- Voice of the Customer: A track record of using CSAT, NPS, and contact-reason data to influence our client's wider business—from the warehouse floor to the web development team.
- Project Management: Experience delivering complex CX projects, such as implementing new self-service portals or launching international returns solutions.
The Right Candidate Should Have
- The Fashion Pulse: A deep understanding of the online fashion landscape. You understand that for our client's customers, a delayed delivery isn't just a logistics fail; it's a missed birthday outfit or a ruined weekend plan.
- Analytical Rigour: You are comfortable diving into a spreadsheet to find the "why" behind the "what," turning raw data into a compelling narrative for our client's executive team.
- Adaptability: The agility to pivot during peak periods like Black Friday or January Sales, maintaining team morale when the pressure is on.
- Emotional Intelligence: A natural coach who can mentor Team Leaders, ensuring our client's unique brand voice is consistent, empathetic, and inclusive in every interaction.
- Global Mindset: Experience in a business with a global footprint, understanding the nuances of different markets and localising the customer experience accordingly.
If you are a CX leader who thrives on pace, loves solving complex puzzles, and is obsessed with making customers smile, our client wants to hear from you. This is an opportunity to join a brand at the forefront of digital retail and lead a team that doesn’t just answer questions—I mean to build loyalty that lasts a lifetime.
Senior Customer Experience Manager in London employer: The Bureau Talent
Contact Detail:
The Bureau Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the fashion and customer experience sectors on LinkedIn. Join relevant groups, attend virtual events, and don’t be shy about sliding into DMs. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or a case study that highlights your past successes in customer experience management. Use data to back up your achievements and demonstrate how you’ve transformed customer journeys in previous roles.
✨Tip Number 3
Prepare for interviews by practising common questions related to customer experience and operational excellence. Think about specific examples from your past that showcase your strategic leadership and adaptability—those stories will make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals who can elevate customer experiences. Plus, it’s a great way to ensure your application gets the attention it deserves!
We think you need these skills to ace Senior Customer Experience Manager in London
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for transforming customer support into a world-class experience shine through. Share specific examples of how you've made a difference in previous roles, especially in fast-paced e-commerce environments.
Highlight Your Strategic Leadership Skills: Make sure to emphasise your experience in managing budgets and leading teams. We want to see how you've successfully navigated complex projects and influenced wider business strategies using data-driven insights.
Demonstrate Your Tech Savvy: Since tech is a big part of this role, mention your expertise with CRM platforms like Zendesk or Salesforce. If you've leveraged AI or automation to improve customer interactions, be sure to include that too!
Tailor Your Application to Us: Take the time to customise your application for our client. Use language from the job description and show that you understand the online fashion landscape. And remember, applying through our website is the best way to get noticed!
How to prepare for a job interview at The Bureau Talent
✨Know Your Customer Journey
Before the interview, map out the entire customer journey for an online fashion retailer. Be ready to discuss how you would enhance each touchpoint, from browsing to delivery. This shows your understanding of the role and your strategic thinking.
✨Showcase Your Data Skills
Prepare examples of how you've used data to drive decisions in previous roles. Whether it's improving CSAT scores or optimising contact centre operations, be specific about the metrics you tracked and the impact of your actions.
✨Demonstrate Your Tech Savvy
Familiarise yourself with the CRM and help-desk platforms mentioned in the job description, like Zendesk or Salesforce. If you have experience with AI and automation tools, be sure to highlight that as well—it's a big plus!
✨Emphasise Your Leadership Style
Think about your approach to leading teams, especially in high-pressure situations. Prepare to share stories that illustrate your emotional intelligence and adaptability, particularly during peak times like Black Friday. This will resonate well with their need for a strong leader.