Customer Experience Manager
il y a 2 semaines
**Join Native Union**
Welcome to the modern lifestyle, where technology empowers new ways of living, where we’ve learned we need less, but better. At Native Union, we offer a curated selection of everyday essentials, for those who value craft and quality.
We are now seeking a driven, proactive and curious Customer Experience Manager to modernize and continuously improve the experience of our customers. This is where you come in
This position will play a pivotal role in improving our customer support function, working closely with internal departments to build the best experience and create loyal customers.
If you want to join a company you can be proud to work for, doing fulfilling work that has an immediate impact on people’s life, let us know
**The role, in a nutshell**
Each interaction with a customer is an opportunity to impress them and increase their loyalty toward Native Union.
You will also provide ideas on how to improve our product and services, and use modern tools, like Automation and AI, to help us meet our goals for both quality and speed.
You will lead a team of 4 dedicated Customer Service Executives. Together with other internal departments (e-Commerce, product, marketing, and quality), you will make use of customer feedback to enhance our offerings.
Here is a glimpse at your missions:
- Redefine our internal commitments towards customers, pilot the performance and the continuous improvement of Native Union’s customer experience
- Collaborate with the CEO to set the goals that will create the best possible experience for our customers and the steps to achieve them
- Monitor our progress and ensure our action plans are effective
- Lead and mentor the customer service team, ensuring they are well-trained and motivated
- Oversee customer feedback, share insights with the team, and use this feedback to constantly improve our processes and products
- Regularly check in with customers to understand their needs and how we're performing
- Address customers directly, especially during challenging situations
**What you’ll bring to us**
To succeed in this role, you must constantly communicate with customers and employees, building bridges in a very personal and human way.
- Bachelor’s degree in Business or Marketing
- Experience in providing customer service support
- Experience in FMCG, Luxury, Fashion & Lifestyle industries is a plus
- Working knowledge of customer service software, databases and tools.
- Experience with Gorgias is a plus
- Strong client-facing and communication skills
- Fluent in English
**Our recruitment process**
- Screening call with Anne-Laure, HRBP - 30min
- Interview with Igor, our CEO - 30min
**What you’ll love about us**
- International team
- Offices in Paris and Hong Kong
- Flexible and remote-friendly policy
- Fun team-building events
- Culture of ‘freedom & responsibility’
**Who we are**
We believe in the positive force of tech to unlock more flexibility and freedom in the way we live our lives.
Our ambition is not only to make beautiful tech accessories and daily essentials, but to provide considered solutions that elevate the modern living, created with planet-friendly methods that make this way of life feasible for generations to come.
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