Job Description
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