Customer Service Manager

About Us
Do you have the right skills and experience for this role Read on to find out, and make your application.
LØCI is a British lifestyle brand with a global vision, combining style and purpose through the
creation of luxury vegan products.
Launched in 2021, the brand has enjoyed exciting growth and a strong celebrity following.
This growth trajectory now means that LØCI wants to strengthen and push on to the
next stage.
Customer Services Manager
We are looking for an experienced Customer Services Manager to lead our online and
wholesale customer support function to deliver outstanding customer experiences globally.
We’re a rapidly growing brand with some inspiring 2024 plans and we need a
proactive, customer service-obsessed individual to ensure we maintain our strong customer
experience as the business rapidly grows.
Responsibilities
Developing and maintaining SOPs, training and policies to instil a customer-first
mentality
Work closely with the e-commerce team to identify and continually drive
improvements across the whole customer journey
Own and manage the relationship with our outsourced customer service provider,
working with them to identify opportunities to innovate and establish new tools and
technologies to better serve the customer
Empowering our outsourced Customer Service agents to resolve tickets
autonomously whilst staying aligned with our brand values
Resolve any escalated customer service issues effectively and to a high standard
Using CSAT scores & amp; other KPIs to develop action plans for improvements to the
customer experience
Implement strategies to reduce the number of tickets logged and the average
number of interactions to resolve tickets
Own the Gorgias Help Centre and continually look for ways to improve its
performance to increase self-service customer support
Regular QA checks of ticket responses
Monitor and respond to online reviews
Monitor & report on returns to provide valuable feedback to our product team
Liaise with the warehouse to ensure that queries regarding deliveries and orders are
resolved efficiently
Ensure any out-of-stock orders are dealt with immediately and the root cause
identified and fixed
Manage orders for Soho House, ensuring orders are placed and fulfilled within 24 hours
of order receipt
Build relationships with wholesale accounts, predominantly in the US and UK to
ensure orders are delivered on time and in full
Manage wholesale order shipments with our warehouses, ensuring all their delivery
requirements are met and no chargebacks are received
Support with product data loading in US retail partner systems, ensuring they are
able to place orders effectively and that all styles are set up for drop ship where
required
Needs to know/have
Experience in e-commerce customer service
Experience using customer support tools (ideally Gorgias) & Shopify
Experience in managing outsourced customer service functions
An analytical mindset with a focus on continuous improvement
Excellent communication skills
Experience in managing wholesale accounts would be beneficial
PC skills: Excel (vlookups, pivot tables), Word, Outlook, PowerPoint
Key Relationships
3PL
E-coms team
Customer Services agency
Measures of success
CSAT score maintained at over 4.5/5
Increased use of automation in Gorgias
Increase in tickets resolved with one contact
Wholesale orders delivered on time and in full