Address
Form of workPOSITION:
Customer Success Lead
REPORTS TO:
Ecommerce & Digital Manager
ROLE OBJECTIVE
As a Customer Success Lead at VRG GRL, you will play a pivotal role in ensuring our customers have a seamless and enjoyable shopping experience. You will be the primary point of contact for customers, addressing their inquiries, resolving issues, and fostering strong relationships. The ideal candidate is a proactive problem-solver with a deep understanding of the ecommerce fashion industry and a passion for delivering outstanding customer service.
RESPONSIBILITIES:
Customer Engagement: Build and nurture relationships with customers to understand their needs, preferences, and feedback.
Community Building: Foster a sense of community by interacting with our audience and responding to comments. Develop and implement initiatives to build and strengthen online communities, creating a positive and inclusive digital environment.
Technology: Lead the strategy of our customer support software ensuring that features and functionality are being optimised for increased efficiency.
Issue Resolution: Proactively address and resolve customer inquiries, concerns, and issues promptly and effectively with a focus on positive customer outcomes.
Product Knowledge: Stay informed about marketing and collection calendars, product details, and inventory to provide accurate information to customers.
Order Support: Provide timely resolutions to order based enquiries, tracking shipments, and ensuring the best outcome for the customer.
Feedback Collection: Gather customer feedback and insights to share with the internal team, contributing to product and sales improvements.
Sales Support: Identify opportunities to provide sales support and product recommendations based on customer preferences and purchase history.
Customer Education: Provide guidance and information to customers regarding product features, promotions, and exclusive offers.
Collaboration: Work closely with teams including ecommerce & digital, brand and product and distribution to ensure a seamless customer experience. Lead a small team of CS Assistants.
- Four day work week
- Work for a company that donates 10% of its profits to charity
- Fully stocked snack cupboard
- Amazing discounts on clothes
