Customer Experience
- Lead the day-to-day operation of the Customer Care function, ensuring a seamless and luxury customer experience.
- Act as an escalation point for complex customer enquiries and complaints, resolving issues professionally and efficiently.
- Ensure all customer interactions align with The Outnet's brand values and service standards.
- Continuously review and improve customer journeys across all touchpoints.
- Develop processes that enhance customer satisfaction while balancing commercial objectives.
VIP Customer Management
- Build and maintain exceptional relationships with VIP and high-value customers.
- Deliver a personalised concierge-style service for premium customers.
- Proactively identify opportunities to enhance loyalty and retention.
- Manage sensitive or high-profile customer cases with discretion and professionalism.
- Partner with Buying, Merchandising and Marketing teams to support VIP initiatives and events.
- Foster a positive, collaborative and customer-focused culture across all customer touchpoints within The Outnet and our partner organisations.
Operational Management
- Monitor daily service performance across email, chat, phone and social channels.
- Ensure agreed SLAs and KPIs are consistently achieved.
- Review workflows and identify opportunities for automation and process improvement.
- Create and maintain customer service policies and knowledge resources.
- Work closely with Logistics, Technology, Finance and Warehouse teams to resolve operational issues impacting customers.
Data & Performance Analysis
- Use customer data and operational metrics to identify trends and opportunities.
- Produce regular reporting on service performance and customer insights.
- Analyse root causes of recurring issues and implement preventative solutions.
- Monitor customer satisfaction measures and recommend improvements.
- Support strategic decision-making through data-driven recommendations.
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- First Contact Resolution
- Response and Resolution Times
- Service Level Achievement
- Customer Retention
- Complaint Volumes
- VIP Customer Engagement
Vacancy posted 8 days ago
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