Customer Success Manager

Role Guide  

Customer Success Manager

Function: Customer Service 

Reports to: Director of Digital and Marketing 

Location: Customer Service Centre Lucan and Support Office as required

Role Purpose

Lead and develop Woodie’s Customer Service and support in driving the Online Operations functions to deliver a best-in-class customer experience, operational efficiency, and service innovation across all channels. Partner cross-functionally to remove customer pain points, strengthen service propositions, and support the long-term digital and operational roadmap.

Customer experience and service delivery  

*       Work with the Head of Digital to establish a roadmap for service proposition improvements to grow customer satisfaction and improve customer experience

*       Manage our delivery partners operationally in-order to drive efficiency and support the pick and pack teams during trade

*       Manage and drive the P&L cost lines for online delivery, pick and pack and packaging and work with the e-store manager and Head of Digital to drive efficiency

*       Create demand forecasts with the digital team and create resourcing plans so that the operations team can resource appropriately to fulfil orders online for customer

*       Partner with our Dropship suppliers to ensure service from our dropship partners is in line with Woodie’s expectation

*       Work with the digital and marketing teams to improve customer packaging and order documentation 

*       Collaborate with IT and digital to drive and roadmap for and support delivery of any technology changes that support a better customer experience alongside more efficient internal operations in Woodie’s

Voice of Customer and KPI reporting

*       Manage communication and reporting of Voice of customer using customer insights to drive innovation instore and online

*       Manage and drive operational reporting such as SLAs, Pick & Pack, Click & Collect, cancellations etc.

*       Manage deliver partner performance (timelines, accuracy, cost efficiency)

*       Report and drive customer satisfaction metrics (CSAT etc)

Customer Service

*       Manage the Customer Service department in Woodie’s ensuring the consistent delivery of best-in-class customer experience across all contact channels

*       Manage, train and develop the customer service team including on-boarding and training of team during peak periods

*       Sett customer care policies, communication and SLAs by channel to manage customer satisfaction

*       Reduce customer care contacts and improve customer care experience by collaborating with the digital team, retail and operations and other business areas to drive change and remove pain points in the customer journey in all areas of the business

*       Regularly review and analyse customer feedback to identify trends and areas for customer experience improvements

*       Manage customer care queries arising from the Woodie’s dropship partnerships in order to drive customer service improvements

*       Develop the customer care channels clearly establishing a channel mix to suit the Woodie’s customers’ needs including a roadmap for any potential new channels or customer service propositions that may support better customer care

*       Establish ways to measure customer satisfaction

*       Create and manage dashboard reporting to the business on customer care contacts, types of contacts, channels of contacts and resolution times.

Continuous Improvement & Innovation

*       Drive the overall operational roadmap for Digital operations including improvements to click and collect operations in the store and pick pack and dispatch operations to ensure capabilities are in line with the long term business objectives 

*       Working with IT to manage and drive the use of technology such as Hubspot in Woodie’s to improve customer experience in customer care, pick and pack and click and collect.

*       Staying up to date on latest trends and developments in the customer service fields including technology that may improve customer care in Woodie’s including operational efficiency and customer satisfaction

*       Stay on top of market trends in service proposition in order to bring best in class experience to the Woodie’s business

Essential Skills and Behaviours 

*       Strong leadership capability with experience managing customer service and/or digital operations teams.

*       Track record of improving customer experience through process, technology, and channel optimisation.

*       Experience working cross-functionally with Digital, IT, Operations, and Marketing teams.

*       Strong analytical skills with ability to interpret customer and operational data to drive decisions.

       Experience managing external partners or suppliers.*

*       Ability to build and deliver operational and service roadmaps. 

*       Strong communication, problem-solving, and stakeholder management skills. 

Successful candidates will be asked to demonstrate competency & experience in the areas listed above and provide examples of how they embody our values,

We do the Right Thing                                   One Team                           Helpful

We are Brilliant for our Customers          We are Ambitious