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Customer Service Manager - 37.5 hours per week - London (Warehouse & Head Office) Return to list
Contract : Permanent
Job category : Warehouse
Location : Warehouse
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Leading International Skincare & Beauty brand L'Occitane en Provence are looking for an experienced Customer Service Manager to develop and drive the customer services proposition for L’Occitane UK and Ireland. Integral to this role will be to support the growth of eCommerce and stores, as well as roll out new customer services such as live chat.

The successful candidate will be responsible for a team of two customer services staff and will require liaison with all departments, our stores in the UK and Ireland as well as with international colleagues.


To guarantee a superior quality of service, in order to increase Customer satisfaction and loyalty, and to turn Customers into brand advocates
To support eCommerce growth, to prevent and fix operational issues and to voice customer opinion / concerns to other departments and services

Key Responsibilities

1. Manage the UK Customer Service (2 permanent
agents + temporary agents)
- Forecast the activity to anticipate the optimized
team sizing
- Ensure good integration and training
- Organize yearly Seminar and Christmas Kick Off
- Follow up the implementation of new functionalities

2. Improve Customer Satisfaction
- Follow up KPI (SLA, Customer Satisfaction
Barometer, NPS…)
- Set up action plans to ensure the delivery of
committed KPI
- Develop and implement relevant reporting and
analysis for the business in order to monitor and
share customer services performance
- Guarantee a consistent multi-channel Customer
Experience (emails, calls, chat, Facebook, Twitter…)
- Update the Direction on all critical issues
- Seek for improvements to foster an environment
of Customer centricity

3. Gain productivity and lower the number of incoming
- Enrich and update FAQ and Email Libraries
- Optimize workflows and tools
- Organize feedback to other services (Digital, CRM,
Marketing…) in order to lower the number of
incoming requests and improve the Customer

4. Increase revenue
- Increase MO and Live Chat sales
- Manage fraud
- Build differentiated scenarios depending on
- Customer profiles
Competencies & Skills

Customer oriented
- Sales oriented
- Management skills: to motivate and develop teams
- Strong leadership skills
- Organised and pro-active approach to work
- Entrepreneurial

Required experience & knowledge

- Proven experience in a Customer Service
management position with retail
- Good working knowledge and experience of
ecommerce and social media
- Experience with Customer Service technologies
(Email Management, Call Center, Chat, Self Service)
- Working knowledge of KPI dashboards.
- An interest in the beauty industry
- Fluent English speaker
- Excellent communication and interpersonal skills

Position based: L’Occitane Warehouse, East London. One day a week (or more) will be spent at the Head Office in Central London