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ONLINE CUSTOMER EXPERIENCE MANAGER

  • Salary: Competitive
  • Location: Whyteleafe, Surrey
  • Job type: Permanent

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online Customer Experience Manager

Ann Summers 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 Ann Summers, 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 2015 eCommerce survey, 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.

Responsibilities

Work with Supply Chain & Merchandising to create product availability metrics based on both stock levels and impressions data online.  Understand the replenishment algorithms

  • Work with Customers Services to reverse the insights and feedback into the day to day user experience e.g. delivery, returns, product information. 

  • Seek out and discover the operational data for the end to end customer journey identifying gaps that are not being tracked.  e.g. order issues, payment issues.  The ‘eyes and ears’ for the customer. 

  • Describe and develop what the Anne Summers delivery proposition and process should look like (e.g. delivery speed, pricing architecture, customer simplicity, new delivery benefits, customer communication) and gain support across the business. 

  • 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

  • Work with the User Experience & IT teams managing the ways that customers interact with those delivery & returns options through a quality onsite customer experience. 

  • Understand and manage financial levers, such as revenue, shipping costs, and contribution profit.

    Experience Required

  • Outstanding influencing skills, driving sense of urgency and engagement throughout the organization, at all levels.
  • Strong analytical and quantitative skills; experience using data and metrics to test theories, confirm assumptions, and measure success

  • Proven success of working with third party vendors, able to lead large dispersed teams across multiple work streams 

  • Ability to effectively manage and influence senior business stakeholders, including describing what good looks like in business cases. 

  • Understanding of UK delivery proposition / market preferable.

  • Deals effectively with ambiguity, always reverting to the greater good of the customer requirements. 

  • Excellent communication / influencing skills, both written and verbal, along with effective problem-solving skills 

  • Ability to work calmly and effectively under pressure in a dynamic, fast paced environment 

  • BSc. or equivalent

  • Understands basic Google Analytics, proficient with Excel and other MS Office tools

     

  • The role reports into the Digital Trading and Acquisitions Manager

     

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.

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