Customer Engagement Manager

We are seeking an experienced Customer Engagement Manager to oversee all Customer Service, Engagement and Aftersales within Strathberry. 

Overseeing Global, China & Japan Customer Service, you will lead and develop the team to ensure that the highest level of service is delivered to our customers at all times and via every communication channel. You will be responsible for reporting against clear KPIs, identifying ongoing improvement opportunities and developing Customer Engagement programmes. 

This is an opportunity to join a dynamic company at a critical stage in its growth, and to play a crucial role in its future success.  This is a full-time, permanent position and will operate out of our Head Office in central Edinburgh. 

Key areas of responsibility include:

• Managing the Customer Service team to provide an exceptional customer experience across all channels, including email, phone, instore, live chat and social media channels
• Implementing and managing a clear tone of voice and customer service strategy
• Establishing and reporting against KPI’s for the team to ensure customer service is running smoothly 
• Identifying trends in customer feedback and exploring opportunities for improvement and growth
• Continually exploring innovative ways and appropriate technologies to improve the customer journey globally and working across teams to implement new systems and processes
• Managing escalated customer tickets, providing appropriate responses to resolve any issues  
• Designing and implementing CRM strategies to retain and reward customers, creating specific programs and loyalty programs to deliver this.

To be considered for this position, you must have the following experience and capabilities:

• A minimum of 2-3 years’ experience in Customer Service Management with a luxury brand, preferably within fashion.
• Experience in developing and implementing a comprehensive Customer Service strategy and reporting on KPIs
• Understand the importance of promoting and reflecting the image of a luxury brand; able to exceed customer expectations
• Able to work under pressure in a fast-paced environment
• Able to confidently lead and organise a team
• Outstanding verbal and written English communication skills (other languages may also be of interest)
• Proficient in using IT systems, both customer service-specific and other packages

About Strathberry

Strathberry is an Edinburgh-based and internationally known brand founded in 2013. Specialising in luxury leather goods, Strathberry creations are handcrafted in Spain using only the finest quality Spanish leathers, and can take up to 20 hours to make. Known for its instantly recognisable bar closure and minimalist design aesthetic, Strathberry’s elegant lines, exceptional attention to detail and celebrity endorsement have led to a global following.