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Operations + Customer Experience Manager

Employer
Duke + Dexter
Location
Homeworking
Closing date
16 Feb 2022

View more

Function
Customer Service
Level
Manager
Contract Type
Permanent
Hours
Full Time

Job Details

Role: Operations + Customer Experience Manager
Terms: Full Time
Location: Flexible Remote or D+D Studio, Hackney

dukeanddexter.com

@dukedexter

The Role

The Operations + Customer Experience Manager is responsible for overseeing the global fulfilment and customer service for the brand. Working closely with the Head of Operations to ensure that the day-to-day operations run smoothly. Responsibilities include overseeing all order fulfilment, management of the WMS (Warehouse Management Software), processing of all returns and total management of customer service.

Key Responsibilities

International Fulfilment

  • Ensuring all global orders are dispatched in an accurate and timely manner
  • Managing all order exceptions and client order requests
  • Processing and managing influencer/PR gifted pairs

Warehouse Management Software

  • Monitoring and controlling stock accuracy across two WMS
  • Ensuring day-to-day accuracy across all 4 operational platforms
  • Performing monthly accounting reconciliations

Returns

  • Processing all customer return requests
  • Executing all refunds and exchanges
  • Creating returns reports providing insights into consumer behaviour

Customer Service

  • Working alongside the Head of Customer Service to handle all customer service requests from our clients
  • Answering all customer service requests, across all channels, in a timely manner and ensuring that all our clients experience the highest quality of service that is associated with DUKE + DEXTER
  • Creating customer service reports that will provide insight into consumer behaviour that can be used to inform decisions

 

 

 

 

 

 

  • Managing the D+D VIP customer experience, ensuring that all our most valued clients are treated to the most personal and outstanding levels of service

Requirements

  • Experience in an operational/customer service role in an ecommerce business preferred but not essential
  • Ability to multi-task and must be well organised: attention to detail, high level of accuracy, ability to meet established deadlines, ability to work under pressure
  • Ability to collaborate and work in a fast-paced environment, adapting to rapid change
  • Problem solving skills
  • Experience with MS Excel
  • Impeccable organisation, time management and attention to detail

Contact: careers@dukeanddexter.com

Company

The London footwear label.

Designed in London | Handmade in England | Sustainably sourced materials

Duke + Dexter challenges expectations of what a British shoe brand can and should be - striking a balance between progressive style and familiar British charm.

Over the past 5 years, D+D has expanded from its London roots into a global community; working with athletes, musicians, artists, designers, photographers and pioneers who do things differently, who go against the grain. 

We're big believers in making the most of what you own - buy once and buy right is a powerful mantra - and we want the way our shoes are worn to reflect that. 

Since launching in 2015, D+D has received international recognition, selling to over 120 countries worldwide and working with reputable international retailers including Harrods, Selfridges, Nordstrom, Levels and Tsum.

A Winner at Draper’s 2017 & 2019 Footwear Awards as Premium Footwear Brand of the Year and nominated for Best Online Footwear Business in 2018, the brand has found favour with a credible celebrity clientele. Eddie Redmayne, Ryan Reynolds, Justin Timberlake, Jonah Hill, David Beckham, Snoop Dogg and Rihanna have all sported D+D's - helping cement D+D's position as a leading footwear label.

Company info
Telephone
+44 207 096 1880
Location
Hackney
London
London
SW1W 9RP
GB

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