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Customer Happiness Manager

Employer
WHSmith
Location
Swindon
Salary
Competitive
Closing date
31 Dec 2022

Job Details

Funky Pigeon has seen significant growth in the market place, achieving great success as a leading brand name not only in the UK, but internationally. We believe that the customer orders are at the heart of this success, and so we use a range of technical solutions to ensure the effective running of our business for the benefit of the customer.

Job Description

Customer Happiness Manager, FunkyPigeon.com 
Based: Bristol Head Office


This is an extremely important appointment in the senior commercial leadership team at Funky Pigeon, reporting to the Commercial Director.

As Customer Happiness Manager, you are responsible for an internal team of 12 and managing our 3rd party peak support provider.

Come and take to us about flexible working, we are open to all solutions including job share

Your responsibilities will include:

 

  • Create a centre of excellence for customer queries - delivering best in class Customer happiness, whilst delivering best in class customer engagement scores
  • Budget holder for Customer Happiness – delivering in line with budgetary constraints. Produce key weekly and monthly reports to senior leadership teams to provide insight and commentary on Funkypigeon.com customer service performance
  • Drive the Customer Happiness agenda internally at FunkyPigeon.com
  • Establish sustainable reporting metrics for service - implement KPI’s and SLA’s to ensure quality and efficiency of service in line with the business objectives
  • Hands on day to day management of the team, supervisors & our 3rd party peak support provider 
  • Develop & deliver the strategic vision - with the inclusion of software or technology enhancements to improve efficiencies 

Who we’re looking for:

  • Extensive expertise in Customer Service Management in a fast-paced retail / e-commerce environment or similar
  • Strong hands-on experience in managing a service department in a business that has extreme peaks and troughs in seasonal trade
  • Proven track record of scoping and delivering technology enhancements to drive efficiencies whilst delivering improved customer satisfaction results
  • Collaborator, a self-starter, team player, builds trust, high emotional intelligence 
  • Ability to juggle many projects at once, move between big picture and detail easily
  • Customer obsessed, drives customer agenda across the entire organisation
  • Strong ability to balance creativity and department processes to develop a strong bond with the Customer, while being able to make commercial decisions
  • Excellent people management and communication skills

About Us:

We pride ourselves for our best in the market quality of personalised cards and gifts (our range is over 20,000 products).  We own most of our range’s production end to end. Our main factory is based in Guernsey, whereas several smaller production facilities are located in England.  Our brand enjoys strong customer loyalty, which drives high retention rates when compared to other e-commerce businesses. 

WHSmith Group acquired Funky Pigeon in 2011, whereas the brand itself has been around for over 10years in the UK.  We have exciting plans to grow our market share in personalised gifts, flowers, and e-cards markets and expand internationally. Whatever the occasion, we have something special for our customers.

Company

WHSmith started in 1792 with a small news vendor in Little Grosvenor Street, London, followed by the opening of our first bookstall in Euston Station in 1848. We quickly established ourselves as the favoured newsagent, stationers and bookseller opening stores across the UK. From this point on, there has been no looking back.

View our Top Employer profile.

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