Customer Sales and Care Manager
Permanent / Full Time
As the Cass Art Customer Sales and Care Manager you will be responsible for driving profitable sales through key target groups and ensuring a high level of customer service is offered to all multi-channel customers at all times.
Reporting into the Head of Retail Sales and managing a team of Customer Sales and Care Executives, the role is key to ensuring that all customers are satisfied and impressed with the high standards of the brand and the products we sell and produce.
Key Accountabilities & Responsibilities : (Include but are not limited to)
Lead the Customer Sales and Care department in a way that will inspire, grow revenue and support our objective to deliver first class customer service.
Coordinate, together with the Retail and Ecommerce team, the development of a service strategy that supports our vision and commercial objectives.
Lead by example through giving intelligent and thoughtful advice or service via phone, email, social media or online chat channel.
Leading and motivating team of 3 customer service executives, working closely with the Head of Retail and Head of Ecommerce
Develop a close working relationship with all store managers and staff in order to deliver a smooth and consistent service to customers no matter what channel they are shopping in.
Engage the store staff in product / expert discussions with customers.
Manage and develop the work schedule and ensure coverage of all tasks in the Customer Sales and Care team, throughout the working week in line with agreed SLA’s and manage escalations as necessary.
Implement a sales culture, in which the department drives and increases profitable sales when relevant to drive revenue, for the customer in a meaningful way.
Communicate all customer service issues to the applicable Senior Managers and the Head of Retail, with particular reference to anything store related, Report product issues to the Merchandising or Buying team.
Work with a variety of technical solutions and platforms such as Fresh Desk, Blubolt CMS, Google Sheets and address any technical issues with the relevant support desks and implement improvements.
Work closely with the warehouse and other 3rd parties to resolve any dispatch / delivery issues. Ensure solutions are found long term.
Produce weekly reports and analysis, with weekly updates and key learning’s to business
Carry out customer service surveys to track customer satisfaction.
Desired Knowledge Skills & Experience
Experience working as a Customer Service Manager or within store operations in a retail environment
At least 5 years’ experience in Customer Service or Store Operations.
Outstanding Customer service skills and a passion for providing the best customer service possible.
Be flexible and resilient, able to adapt quickly to an ever-growing and constantly changing retail environment.
Personable manner, a real people person, with a positive problem-solving attitude and the ability to stay calm under pressure.
Being reactive and responsive in a timely manner, ensuring the customers feel attended to in a speedy manner
Fluency in written and spoken English (essential) along with a great telephone manner and numerical skills.
Excellent organizational skills, personable manner, with the ability to multi-task and work to tight deadlines.
Accurate with high attention to detail.
Excellent understanding of CMS, ecommerce CMS and Excel.
Outgoing, fun passionate and energetic