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Customer Experience Manager

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The purpose of this role is to drive The Perfume Shop’s customer experience strategy forward by continuously leading and managing the customer journey, ensuring the customer is in the heart of everything we do at TPS, and ensuring best in class customer experience via our customer service. 

Key Duties / Responsibilities

 • Develop and manage an appropriate strategy to ensure our customer experience standards are maintained and meet the regulatory, statutory and quality requirements at all times, focusing on peak trade, including but not limited to Christmas 
• Monitor and report the outsource team’s productivity and KPI’s providing regular feedback
• Continually review the external sources to support developing customer experience strategies, including delivery options
• Act as an advocate for the Customer Experience team by delivering a seamless and outstanding customer experience across the business, and maintaining an understanding of activities that impact the customer in other departments by building and maintaining strong relationships
• Maintain an awareness of The Perfume Shop’s competitors and other retailer’s customer strategies, ensuring The Perfume Shop is at the forefront of the industry to ensure we are driving customer engagement
• Put the necessary infrastructure in place for the Customer Experience team and outsource team, whilst ensuring formal processes and procedures exist to manage and escalate customer enquires in a timely and appropriate manner
• Continually monitor the outsourced team to ensure The Perfume Shop’s brand guidelines are maintained at all times, making improvement when relevant
• Act as the point of escalation in managing challenging customer situations, ensuring you liaise with the Leadership Team in regards to complex issues when needed
• Provide analysis and reports on customer trends, contact and feedback from a range of sources, including but not limited to Which, Feefo and Trust Pilot, sharing key insights with the wider business and recommending improvements when needed
• Act as the internal voice of the customer to drive constant service improvements across all channels
• Manage the Customer Love Survey, ensuring you continually monitor the results and provide regular and accurate feedback to the wider business 
• Work with The Perfume Shop’s 3rd party suppliers, to continuously review and improve the systems used in the Customer Experience department to better our service proposition 
• Ensure the  Customer Experience department and outsourced team are GDPR compliant and that processes and procedures are efficient, effective and adhered to at all times

People Management 
• Train, coach and develop the Customer Experience Coordinator (s)
• Take ownership for conducting regular one to one meetings and appraisals for direct reports in a timely manner, setting clear and achievable objectives whilst ensuring development plans are in place 
• Ensure you maintain an understanding of the development of the remainder of the outsourced team to ensure this is in line with The Perfume Shop’s Customer Experience strategy
• Be accountable for adapting the outsource team to the needs of the business, for example increasing the team’s shift flexibility during peak trading times

This list is not exhaustive and subject to change according to the business needs

• Previous experience of managing and developing an effective Customer Experience Team 
• Previous experience of working remotely with an outsourced team
• Experience of measurement of customer experience frameworks 
• Previous experience in a retail environment
• Previous demonstrable experience within a similar role
• Experience of implementing new policies and procedures

• Knowledge of a Customer relationship management system 
• Knowledge of ecommerce and digital customer journey
• Knowledge of Data Protection/GDPR and the impact on our customer 

• Excellent Customer Service skills 
• Strong prioritization, organizational and time management skills with the ability to multi-task 
• Good MS Office skills, particularly Excel 
• Strong communications skills



Cypress House,Coronation Road,Cressex Business Park,HIGH WYCOMBE,HP12 3SU


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