Head of Customer
DMGT
London, UK
3d ago

Who are we?

Cudoni is the easiest way for busy people to buy and sell unwanted luxury goods and fashion.

Our premium offering is tailored to suit those who are time-poor, and our clients expect only the best user experience around.

You can expect to work directly with luxury brands, high net worth individuals, and high-end retailers.

Why join us?

  • This is an excellent opportunity to work in a hands-on role with a heavily funded start-up that is rapidly growing. You can expect quick career progression as we scale if you’re able to deliver results.
  • We have an award-winning founder and team, and our investors have built some of the biggest brands on the planet (Charles Tyrwhitt, Capital One, Vita Coco, Daily Mail etc.
  • We were recently ranked the 3rd hottest’ startup in the UK in the 2020 Startups 100 list.

  • We have been featured extensively in national and global media, from Vogue and The Sunday Times Style, through to The Times, Telegraph, Esquire, Startups.
  • co.uk and Country & Townhouse. You can expect great exposure whilst you’re with us.

  • We have been through four incubator and accelerator programs; the last of which is recognised as being one of Europe’s top three.
  • Most importantly, we’re an exciting place to work. We like to mix in drinks, and laughs with hard-work and results. There is never a dull moment in our office (and we have a table tennis table!).
  • What’s the role?

    The Head of Customer role will oversee and spearhead all of Cudoni’s customer experience efforts. Their primary goals will be to develop and iterate the user journey, whilst building and managing a growing customer support and accounts team to scale.

    The Head of Customer will work closely with the CMO, COO and wider executive leadership team to ensure that we’re using quantitative and qualitative data to improve user experience, drive retention, and improve NPS.

    What responsibilities can you expect?

    Team Management

  • Building, managing and inspiring a team of account managers, third-party platform buyer customer service staff and luxury managers.
  • Communications Strategy

  • Ensuring that automated email communications adequately address potential customer pain-points.
  • Ensuring that all customer communications have a clear and concise response within 24 hour hours, to create quality and consistency of experience.
  • Ensuring terms and conditions of website and answers in Zendesk are reflective of changes to service and / or user journey.
  • Developing and maintaining customer experience process and procedure documentation.
  • Drawing on your previous customer and product experience to identify new technology and process to better serve customers and reduce cost to serve.
  • Creating key insights and profiles on user segments to better understand, track and iterate customer experience, alongside function improvements and risk mitigation.
  • Close oversight of customer conversion metrics to deliver better sales performance.
  • Iterative improvement of NPS to improve organic retention and referral.
  • Customer Feedback and Resolution

  • Helping to define, and having a clear understanding, of our terms of service, scope for flexibility and conflict resolution strategies in any given scenario (in or outside of our control).
  • Providing oversight on conflict resolution where buyers or sellers are not completely satisfied with any element of their experience.
  • Providing the final point of escalation in dealing with user feedback.
  • Reviews Strategy

  • Implementing and overseeing a clear reviews collection and response strategy across relevant platforms.
  • What skills and qualities do we require?

  • Bachelor’s degree in communications or relevant discipline.
  • 10+ plus years customer and product experience; experience in senior management or executive positions in various businesses and industries.
  • Experience in a high growth startup through funding rounds post-Series A is a plus.

  • Experience with implementing and working with CRM systems is essential.
  • Proven track record of building and managing customer service / account management teams.
  • Metric driven and have the ability to draw insight from complex customer data.
  • Excellent collaborator with roll up your sleeves management approach.
  • Outstanding organisational, communication, interpersonal, relationship building skills.
  • Works well under pressure, can handle and delegate workload effectively.
  • Experience working cross-functionally to ensure user retention programs are in-line with company objectives.
  • Customer-centric approach; keen ability to identify and meet customer needs.
  • Strong ability to innovate.
  • Ability to lead by example and inspire confidence.
  • Budget management experience.
  • What can you expect at Cudoni?

  • A competitive salary
  • Shares in the business
  • A very sociable and interactive office environment
  • Regular team activities and away-days
  • Highly qualified and ambitious teammates
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