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Senior Customer Experience Manager

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SENIOR CUSTOMER EXPERIENCE MANAGER | HEAD OFFICE

We’re looking for a customer obsessed, Senior Customer Experience Manager to join our team and play a key role in ensuring the customer is in the heart of everything we do at The Perfume Shop and ensuring best in class customer experience via our customer service.

You’ll drive The Perfume Shop’s customer experience strategy forward by continuously leading and managing the customer journey.

WHAT YOU’LL DO

·         Developing a world class customer service strategy, sharing this accordingly, and leading your team to deliver this

·         Building a feedback strategy, and managing all feedback our customers give us, ensuring this is delivered

·         Using software and automation to manage our SLAs, leading the team to meet these

·         Gearing up for our peak trade window, ensuring we’ve got a strong plan and forecast

·         Managing the relevant budgets and third party relationships

 

WHAT YOU’LL BRING

·         Your passion about customer service

·         Experience managing and leading a team

·         A customer focused attitude, and ability to bring the best out in people

·         Experience dealing with complex escalations

WHAT YOU’LL GAIN

·         Hybrid Working! 3 days office and 2 days off-site.

·         Discretionary Bonus – We love to share our success with you! 

·         Access to our ‘Benefits Bottled’ platform full of scentsational benefits.

·          Buy & Sell Holiday scheme, Life Assurance, and beneficiary’s programme.

·         30% staff discount, as well as discounts at Superdrug and Three Mobile.

·         Round the clock support from our partnership with RetailTrust.

·         Cycle to work scheme for those who don’t mind riding up the hills of High Wycombe.

·         25 days holiday plus bank holidays with the option to buy additional days.

 

OUR HIRING PROCESS

1.       You find or get sent this job advert, read it, and feel like you’re the perfect person.

2.       You send in your application to let us know you’re interested.

3.       We see your application, get excited, and give you a call.

4.       You’ll meet us twice, and we’ll get to know each other

5.       You’ll begin your journey with us and let everyone know how great your new job is.

 

“We’re a sociable bunch of down-to-earth people, who enjoy our work and each other’s company”

 

Agencies: We are not accepting speculative CV’s or profiles and kindly request that you refrain from contacting us.  

The Perfume Shop does not, under any circumstances, make hiring or employment decisions on the basis of any prohibited ground, including but not limited to race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by law or prohibited by Company policy. The Perfume Shop is committed to a healthy, safe and inviting work environment where harassment of any kind will not be tolerated.


 

Location

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

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