Customer Experience & Service Manager

A propos du poste

Join Funky Chunky Furniture, a rapidly growing British furniture manufacturer and e-commerce brand dedicated to high-quality craftsmanship. As we scale our operations, we are looking for a strategic and hands-on Customer Experience & Service Manager to transform our customer service from a support function into a core competitive advantage.

Missions principales

• Team Leadership: Lead, manage, and develop a high-performing customer service team, ensuring excellent coverage, training, and continuous professional growth.
• CX Ownership: Oversee all customer touchpoints (email, phone, chat, social media), ensuring rapid, clear, and effective resolution of inquiries and complex escalations.
• Performance Optimization: Monitor and improve key KPIs such as response time, resolution time, and CSAT; use data-driven insights to identify and eliminate root causes of recurring issues.
• Systems & AI Management: Own and optimize CRM workflows and manage AI/chatbot tools to enhance efficiency and scalability.
• Cross-functional Collaboration: Act as the voice of the customer by sharing insights with Production, Logistics, and Marketing teams to improve product quality and delivery processes.

Profil recherché

• Proven experience in a Customer Service Management or Customer Experience role, ideally within an e-commerce or retail environment.
• Strong leadership skills with a track record of building and motivating successful teams.
• Analytical mindset with the ability to translate customer feedback into actionable operational improvements.
• Tech-savvy professional comfortable managing CRM systems and integrating AI tools.
• Excellent communication skills and a proactive approach to problem-solving.

Competences requises

• Customer Relationship Management (CRM) expertise
• Team Leadership & People Management
• Data Analysis & KPI Tracking
• AI & Chatbot Implementation
• Process Optimization & Workflow Design