Customer Experience Manager

Monica Vinader

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Job Details

Job title

Customer Experience Manager, Monica Vinader


London, United Kingdom


Senior Manager





Full-time, Salary Unspecified

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Job Description

About the Role

The Customer Care team is the voice of our brand; they champion world-class service and drive our customer experience across a range of platforms and touch points to exceed our customer’s expectations. You’ll be working in a fast-paced, digitally focused team which strives to put our customer first.Our team is split between our offices in London and Holkham, assisting customers with pre-sales and styling support through to service delivery and aftercare. We work closely with our ecommerce, retail and operations teams, always striving to give our customers the best service possible.Reporting to the Senior Operations Manager, you will be responsible for ensuring our Customer Care team are delivering great service to our customers at all times and for managing and developing our team of Customer Care Team Leads and Associates. You will display strong leadership skills to create a team working environment based on collaboration, hard work and fun! You will be a key member of our Operations Management team, championing the voice of the customer across the business, driving positive improvements that enable us to deliver a truly Customer Obsessed experience. Key Responsibilities

Leadership & Customer Obsession

  • Collaborate with senior stakeholders to define the Customer Care strategy and measurement framework to track success.
  • Own the execution and refinement of the strategy, adopting a test, measure, learn approach to driving improvements against service and team KPI’s
  • Take an uncompromising approach to keeping within agreed SLA’s, adopting a creative mindset and bias for action to maintain our Customer Obsessed service even when contacts surge
  • Lead the team to ensure there is a positive, motivational, supportive working environment
  • Represent the voice of the customer in relevant forums, evangelising their viewpoint
  • Take full ownership of escalated customer complaints
  • Take the lead on updating customer care processes, ensuring they are in line with both legal and industry standards
  • Provide weekly customer feedback report, ensuring voice of the customer is shared with key stakeholders and the senior management team

Team management

  • Manage the daily operation of the Customer Care team and be accountable for ensuring all agreed SLAs and KPIs are met at all times
  • Lead, coach and develop the Team Lead and indirectly manage and develop a team of customer service advisors with a focus on productivity, quality and most importantly keeping our customers happy
  • Ensure the team deliver exceptional service to all customers across all channels at all times (social media, voice, email, letter, livechat, help portal)
  • Ensure effective and consistent communication throughout the team at all times with the assistance of the Customer Care Team Leads
  • Work with your Team Leads and broader Operations management team to forward plan staffing ensuring capacity is met, with particular attention paid to how the service is scaled during peak without sacrificing on SLAs
  • Authorise and track customer goodwill based on agreed policy, reporting on cases weekly
  • Establish a modular approach to training which empowers us to get new team members up to speed and achieve scale during peak quickly
  • Identify training needs for your direct reports and work with the Customer Care Team Leads on training plans for the Customer Care Associates

Continuous improvement & customer experience innovation

  • Establish a measurement framework for the channels you own that empowers you to improve contact routing, time to first response and first contact resolution.
  • Establish workflows for collating qualitative feedback from the team and customer
  • Analyse contact data, both quantitatively and qualitatively, to identify opportunities to reduce the need for contact through root cause resolution or providing customers better self serve options.
  • Once areas of improvement have been identified, partner with cross functional stakeholders to implement tailored policies, procedures, technical improvements and training programs to address those areas
  • Collaborate with our ecommerce and retail teams to ensure Customer Care’s approach to pre-sales and styling advice is in sync with initiatives to boost conversion of new customers, facilitate repeat purchases, improve recency of purchases and increase of average order spend
  • Investigate new approaches and technology that will enable us to deliver an even better experience: e.g. live chat, chatbots, integration of contact centre to CRM programme, omni-channel collaboration to drive revenue and a joined up customer experience, customer self-serve content and functionality
  • Provide monthly reports and feedback to summarise team performance, customer feedback and progress against your service improvement plans

The Ideal Candidate

Skills and Experience

  • A minimum of 4 years of experience in Customer Service/Contact Centre/Customer Experience environment is required, preferably in a luxury goods or brand focused organisation
  • Extremely hands on and happy to work on the frontline when needed
  • Metrics driven and highly analytical, taking a methodical approach to testing your ideas for improvement
  • Ability to work in a fast paced environment and be an evangelist for change
  • Results driven and people focused
  • Previous use of a ERP or CRM system advantageous
  • Passionate about customer experience and continuous improvement
  • Highly organised, able to multitask and meet deadlines/service level KPIs
  • Previous experience of managing sales/styling, repairs or fraud team is desirable
  • Service focused, always putting the customer first
  • Excellent written and verbal communication skills
  • Open to periodic weekend and holiday availability, primarily during peak trading

Educational Qualification Educated to degree level Additional Requirements Ability to document your authorization to work in the United Kingdom Mobility Requirements We are open to the successful candidate being based in either our London or Holkham office, although regular travel will be required to the other office regardless of home-base. Our Aims and Values Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer ObsessedOur customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.CaringWe treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.Fast PacedWe are passionate about what we do and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.ExceptionalWe have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.CommercialWe focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers. This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.

About Us

Monica Vinader is a British luxury jewellery brand that has caught the attention of a diverse A-list celebrity following including Kate Winslet, Cara Delevingne and Kylie Minogue, being spotted everywhere from Glastonbury to the red carpet.

Monica grew up surrounded by arts and objects from her parents’ antiques business, an influential force that has guided her entrepreneurial spirit and eye for design. After graduating from art school in London, Monica immersed herself in the jewellery world and worked her way up before deciding to go it alone, creating bespoke pieces from her converted forge in Norfolk, with an office, showroom and workshop all under one roof.

Monica’s vision has always been the same: to bridge the gap between fashion and fine jewellery, with simply beautiful designs using precious and semi-precious gemstones, all hand set using bespoke cuts.  After catching the eye of Liberty, demand for her designs steadily grew, and in 2008, Monica brought her sister Gaby  - previously in operations at Amazon and Merrill Lynch - on board  as COO. Today the brand employs over 100 people, with a design team still based in Norfolk, in a series of beautiful barn conversions, and a vibrant London office housing its press, marketing, finance and merchandising teams.

Monica Vinader is the bestselling jewellery brand at Harrods, Selfridges and Net-A-Porter, and has established standalone boutiques in London’s Mayfair and Canary Wharf. 2014 sees the opening of a second boutique in Harrods and a new flagship store in Chelsea, while the launch of a Monica Vinader boutique in Hong Kong marks the beginning of an exciting international retail expansion project.