Customer Experience Manager  

Key Responsibilities :

  • Own all aspects of Customer Experience for Lucy & Yak to increase satisfaction, loyalty, advocacy and Brand position
  • Oversight of all internal teams with key customer touch points - Customer Service, Community Management and In-store
  • Reporting and Communication to the wider business (Digital Marketing, Creative, Product and Warehouse) on any aspects of Customer feedback and experience 
  • Achieve KPIs of response time, resolution time, MSPH and Customer feedback score 

  • More details…

    • Oversee staff training and development in anything customer experience focussed
    • Define and implement standards/procedures for ensuring optimal customer experience
    • Utilise social media and email to reach out to customers to help resolve issues and provide quick response to inquiries
    • Liaise with the Production, Operations, Digital and Creative departments to ensure customer feedback is understood, responded to and acted upon
    • Conduct studies and research to discover new techniques necessary for improving customer experience
    • Work with Social Media Manager and Head of Creative to ensure all online comments are replied to in line with brand tone of voice guidelines.
    • Work with Social Media Manager to develop on brand social media commenting strategy
    • Conduct customer focus groups 
    • Regular reporting and surveys on customer metrics
    • Own complaint handling and resolution 
    • Oversee the in-store experience and ensure it aligns with online experience 
    • Data driven and proactive approach, identify ways to improve process and technical capability to keep customer experience at the heart of everything Lucy & Yak do and ensure we are using the latest technology to support our ambitions

    What are we looking for? 

    • Significant experience in a customer facing role
    • Comfortable managing teams and forming strong relationships across different departments 
    • Analytically minded and able to use customer data to inform decisions
    • A positive, communicative and passionate attitude towards work!

    What exciting things should you know about Lucy & Yak?  

    • We are a Living Wage employer and constantly strive for fairness.  
    • We work every day to improve our social and environmental impact (see website for more details). 
    • We are trialling a 4 day working week, because we believe life is too short to be at work all the time. 
    • We support social and economic development with our overseas partners, working closely with them and investing in their futures 
    • Constant growth - we are one of the most exciting & fastest growing brands in the UK and can’t wait to welcome more people into the business to join us on this mission!  

    The fine print… 

    • Based in Brighton (partial remote working supported)
    • Occasional travel to Barnsley required
    • Permanent role  
    • 4 day working week  
    • Salary - up to £30,000, experience dependant  
    • CLOSING DATE - 29/10/21