online Customer Experience Manager
online Customer Experience Manager
is an iconic empire and multi-channel retailer. Our journey has been paved by the Golds and we've got one hell of a heritage to be proud of. 44 years, over 2 million Rampant Rabbits, 131 stores and we're still throwing 7,000 parties each week.
Our Head office is passionate about , our vision is to help every woman in the world feel like the sexiest women in the world.
Our Digital business is going through transformation as we continue to invest in the team. The roadmap has now been signed off the board and we are looking for a Customer Experience Manager as we begin to define the end to end customer experience online.
The ideal candidate will have a track record managing customer change online with multiple teams including customer services, buying, merchandising and supply chain. If there is an operational bump in the online customer journey, this role is responsible for discovering and resolving the root cause through improved processes.
Additionally, we are looking to significantly improve our delivery and returns proposition for our customers. Today’s consumers choose who to buy from based on their overall customer experience. Having the lowest price or best product no longer guarantees you a sale. Consumers thoroughly research and compare products and retailers beforehand. According to a , 66% of shoppers bought goods from one retailer in preference to another because the delivery services offered were more appealing.
It’s preferable that the candidate has experience with online delivery & returns proposition including how to work across the business to describe and deliver it.
Describe and develop what the Ann Summers Returns proposition and process should look like (e.g. policy, process, customer simplicity, customer communication.) Both delivery & returns will drive customer service contacts highlighting key issues or trends (e.g. product quality, size, quality of content, delivery issues etc)
Identify opportunities to surface customer reviews both on-site and across our channels to build brand authority & content, build customer confidence, and assist customer purchasing decision
This position is based at our Head Office in Whyteleafe, Surrey (off J6 of the M25, 20 minutes from East Croydon Station).
We are the company we are because we do everything we can to make every day fun whilst making a real difference to the sex lives of people around the world.
We regret that due to high volumes we are unable to acknowledge every application. All successful candidates will be contacted as soon as possible to discuss the role and their experience further.
Ann Summers complies with all GDPR policies and by responding to this ad your details will be kept on record for a total of 6 months unless expressed otherwise.
Once your application has been received you will automatically get an email letting you know we have it!
The next step is simple. Our wonderful Talent Team will review all applications and will only contact you if you have the right skill set and experience for that particular role.
This will be by phone, but don’t worry if we can’t get hold of you, we’ll send you an email as well.
We will invite you to attend a first stage competency based interview with a member of the department.
If successful you will be invited to attend a second stage interview what will include further competency based questions and for some positions may include a presentation or completion of a personality questionnaire.
In the majority of cases we will be ready to make a decision following the second stage interview and hopefully you will have gathered the information you require to make yours.