Customer Care Manager - Luxury Hair Care

Our client, a dynamic and innovative hair care business, is searching for a Customer Care Manager. This Brands customer care team is at the heart of the business, each member not only demonstrates a genuine concern for the customers’ issues but also possesses the authority to resolve them swiftly and pleasantly.

In this role you will:

• Lead, inspire and motivate the customer care team to excel in service delivery, fostering a culture of collaboration.
• Offer continuous training and support to uplift team performance within a cooperative work environment.
• Actively engage in addressing customer inquiries and concerns across various platforms to support the team as needed.
• Supervise the swift and efficient resolution of customer issues, monitoring interactions to ensure consistency and high-quality responses.
• Utilize customer feedback analysis to anticipate needs, collaborating with relevant departments to address concerns preemptively.
• Evaluate and enhance customer care processes, sharing performance metrics to drive efficiency improvements. Introduce technological solutions for smoother customer interactions when necessary.
• Foster seamless customer experience by collaborating with marketing, sales and product development teams. Provide valuable insights to enhance products and services.
• Play a vital role in nurturing and engaging our online community of customers, influencers, and advocates. Enhance social proof through customer testimonials and reviews.

Requirements:

• Experience in customer service positions within in FMCG business, ideally within the beauty industry.
• Demonstrated strong communication and interpersonal abilities, facilitating effective collaboration with diverse teams and external stakeholders.
• Excels in dynamic, fast-paced work settings.