Manager of Customer Experience
Happy Socks AB / Ekonomichefsjobb / Stockholm
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In 2008 Happy Socks turned an everyday item into a design piece of high quality. Today Happy Socks products spread happiness in over 90 countries and on every continent of the world. The Happy Socks story shows that anything is possible with
creativity and dedication.
At Happy Socks we want every customer to have the best possible experience; whether on mobile or desktop, in Stockholm or Kuala Lumpur, ordering socks and underwear on happysocks.com should always be effortless and fun.
As the Manager of the Customer Experience team you should live and breathe to make this happen, as well as ensure that your team performs at its best while being motivated and happy.
About the role
The position is full-time and based at Happy Socks' head office in central Stockholm. It currently has 8 direct reports (plus additional on-request staff during peak sales season). The Manager of Customer Experience reports to the Head of E-commerce.
Main work tasks/areas
• People management and recruiting, including estimation on needed resources and preparations for extreme sales periods
• Outline standard procedures and best practices to satisfy customer needs (returns, refunds, exchanges etc.)
• Define KPIs and produce relevant reporting
• Tool optimization
• Improve procedures with the aim of decreasing response time and increasing customer satisfaction
• Process improvement and documentation, including but not limited to: warehouse communication, inter departmental information distribution, help article creation and translation
• Ensure that customer feedback and bugs are properly reported and handled
• Manage projects aimed at improving customer experience, e.g. implement delivery methods or change checkout structure
• Owner of: support tool, chat tool, help center
• Make sure payment method availability is optimized per country and act as primary contact for payment provider
• Minimize fraud without compromising customer experience
• Conduct tests aimed at improving customer experience, e.g. delivery test
• Handle annual customer survey and any additional surveys
Requirements
• Leadership experience (managing a team of at last 3 people for min. 3 years)
• Previous experience of customer service, 3 - 5 years
• Fluent in English (any additional language a plus)
• Strong problem solving skills - you proactively recommend solutions
• Very good understanding of complex processes and how to manage and optimize them
• Strong communication skills
• Hands-On Attitude
• Crises resistant, ability to perform under sales periods when customer queries skyrocket
• Advanced Excel skills for reporting and analysis, experience of Magento, JIRA, Zendesk and Navision
• International mindset and experience with international work
• Prior experience with customer service (area and/or tools)
Varaktighet, arbetstid
Heltid. This position is based in Stockholm and does not offer a relocation package.
Publiceringsdatum2017-05-02ErsättningFast månadslön
Så ansöker duSista dag att ansöka är 2017-05-16
FöretagHappy Socks AB
AdressHappy Socks AB
11427 STOCKHOLM
KontorsadressValhallavägen 66
Jobbnummer 3471707
Observera att sista ansökningsdag har passerat.