The role:

You are responsible for the efficient running of our small customer service team, ensuring at every touchpoint we exceed our customers’ expectations. You will help in creating a new framework to support our future growth whilst aiming to improve the customer journey.

Where:                        

Based at our stables in Great Gaddesden, and visiting our Distribution Centre in Hemel Hempstead when necessary, our teams enjoy working together - collaborating, sharing ideas and being part of a family at work.

When: 

Monday - Friday (office based - approx. 25 hrs per week)

Your character and skills will include:

·        Previous supervisory experience in customer service environment, preferably within luxury retail.

·        Good knowledge and understanding of Customer Services and website fulfilment systems such as Net Suite, Ayden, Rebound, Ship Station and Zensdesk.

·        Strong team management and relationship building skills.

·        Excellent written and verbal communication.

·        Previous experience of collaborating with other departments (eg Distribution, Quality Control etc)  to ensure maximizing efficiencies, and enhancing the customer journey.

·        Always positive, approaching challenges with resilience and a sense of humour.

·        Experience of implementing appropriate systems and reports to increase the productivity and efficiency of the team as well as upskilling or recommending changes if appropriate.

·        Highly organised with an ability to prioritise; able to anticipate and meet all deadlines and commit to the completion of each task.

·        Flexible attitude with ability to implement solutions and cope well under pressure.

·        Determined to drive sales by upselling when opportunities arise.

Responsibilities will include:

·        Oversee the workflow of all customer enquiries, including phone, email, live chat, social and other communication channels to ensure they are resolved quickly and in line with our company standards.

·        Ongoing review of all CS processes, systems and technology to ensure maximising team efficiency and customer experience, feeding back to relevant Heads of Department as necessary.

·        Continually review customer requirements and identify potential improvements to the customer journey.

·        Build relationships with all Stores to ensure we are supportive and consistent with our customer offering.

·        Manage the communication with Quality Control, Buying and Merchandising departments regarding any repeat issues with faulty products.

·        Ensure the CS team are fully briefed and updated on all new and existing product lines.

·        Develop the CS team to transform customer service into sales opportunities, to promote telephone orders.

·        Work with the Web Fulfilment and Distribution teams to manage or exceed our customers’ delivery expectations.

·        Make sure all returns & refunds are processed within team KPIs.

·        Management of Trust Pilot service reviews to promote the positive reputation of Osprey London and find further ways in which we can encourage this eg specific loyalty programmes or gifting.

·        Ensure all order administration is completed accurately and on time.

·        Action and follow up on all omni-channel customer related enquires appropriately, including Whatsapp.

People:

·        Develop and motivate a growing team, conducting regular performance reviews as agreed.

·        Manage the Customer Services rotas in line with sales activity.

·        Support the recruitment of permanent or temporary roles in the CS team in liaison with the HR team and Operations Manager.

·        Put together the induction for all new starters and review all training materials.

·        Manage any CS incentives as required.

·        Support Web Fulfilment and other teams during peak periods.

Reporting:

·        Measure and report on departmental KPIs to line manager.

·        Communicate returns reports with relevant departments.

·        Produce daily activity report and report on metrics for weekly trade meetings.

·        Regular reporting to relevant departments on trends, issues and feedback on product.

·        Ongoing structured feedback to the Distribution Centre in relation to DPD or Royal Mail issues.

The Role:

Responsible for managing the day to day running of all marketplace activity to ensure ongoing revenue growth and increasing profitability with this expanding and exciting area of our business. This crucial role will include providing full detailed analysis, accurate reporting, and optimisation of all our marketplace accounts, as well as overseeing the processes involved with setting up any new marketplace business.

Where:

Based at our stables in Great Gaddesden, and visiting our Distribution Centre, when necessary, our teams enjoy working together - collaborating, sharing ideas and being part of a family at work.

When:                              

Monday - Friday (office based & ideally 37.5 hours per week)

With: 

Reporting to the Operations Manager

Character and Skills:

·        Someone who is comfortable working proactively in managing your own tasks as well as confidently collaborating with others and communicating regularly with both internal and external stake holders at all levels.

·        You will be encouraged to identify and draw attention to opportunities for enhancing our marketplace offering across existing and new accounts; excited by the generation of new sales and exceeding targets.

·        A love of systems and analytics ideally with experience in stock management systems and web platforms such as NetSuite, so meticulous data entry skills are essential.

·        Systems and process driven demonstrating confidence in analysing and manipulating data.

·        A self-motivator with an inquisitive mind who is happy to ask the right questions and strive for continuous improvement across the business.  

·        Independent thinker who deals well with change, has a flexible approach and enjoys the challenge of a fast-paced environment.

Responsibilities will include:

Marketplace implementation, trading & optimisation:

·        Lead trading activities across marketplace accounts including Next, John Lewis, Debenhams, Very and more.

·        Onboard, implement and document the end-to-end framework and processes for new marketplaces taking in to account the impact to operational processes (eg Distribution processes).

·        Work cross-departmentally with key departments - Buying, Merchandising, Finance, Marketing and Distribution to successfully set up and maintain new and existing marketplace accounts.

·        Maintain and update data to ensure optimisation of all marketplace catalogues and preparation for any audits.

·        Pro-actively analyse marketplace performance and opportunities and propose long term/seasonal growth plans and strategy.

·        Regularly update product information, monthly reports and spreadsheets in order for the team to take appropriate action to boost revenue and profitability.

·        Build and maintain relationships with our marketplace partners to optimise performance and create opportunities for growth.

·        Support the launches of any new marketplace accounts.

·        Manage a continuous programme of product information uploads, content creation and SEP across all marketplace accounts.

·        Create the operational framework for new drop ship or licence partner Ecommerce opportunities.

·        Support after sales and operational optimisation standards (eg customer service, returns etc)

Analysis and Reporting:

·        Create business reports using a range of systems including Netsuite, Google Analytics and Phocas for both regular reporting and adhoc analysis based on departmental requirements.

·        Responsible for running weekly and adhoc Marketplace and Ecommerce reporting and appropriate data analysis to identify and/or escalate areas of under and over performance.

·        Monitor core marketplace KPI’s including data quality and fulfilment SLA’s and escalate and resolve performance issues with the support of Head of Ecommerce.

Other duties:

·        Preparing and coordinating all information required for meetings both face to face and on-line.

·        Other adhoc duties related to Marketplace accounts as required.