Customer Experience Manager

1 week ago

Alexandria, Australia Sarah & Sebastian Full time

We are looking for a dynamic Client Experience Manager to manage our Customer Experience team. In this position you will play a pivotal role in enhancing our clients luxury shopping experience online.

The primary focus of this role is to deliver exceptional customer service, implement personalised clientelling techniques, facilitate bespoke virtual appointments and lead our Online Customer Care Advisors to deliver outstanding customer experiences at every contact point.

**WHAT YOU WILL DO**
- Build and maintain strong customer relationships by ensuring prompt and effective communication.
- Develop and implement strategies to enhance the online customer journey, focusing on delivering exceptional and personalised service.
- Conduct virtual appointments to showcase exclusive collections, provide product insights and guide clients through the purchasing journey of our bespoke and engagement/wedding collections.
- Monitor customer interactions across all communication channels and identify areas of opportunity and improvement.
- Handle customer escalation issues promptly and effectively ensuring resolutions that align with company policies our values and customer satisfaction goals.
- Initiate clientelling tools to drive sales through proactive outreach, follow up on leads, and personalised recommendations based on client preferences and purchase history.
- Collaborate closely with Ecommerce, Retail and Marketing teams to execute targeted campaigns, measure sales performance and identify opportunities for upselling and cross selling.
- Train Client Care Advisors on sales techniques and product knowledge to increase conversion rates and average order value.
- Lead and motivate a team of Client Care Advisors, fostering a positive, cohesive and supportive work environment.
- Streamline processes and procedures to optimize efficiency and improve the overall customer experience.
- Implement best practice for handling enquires, order management, returns/exchanges and repairs.
- Prepare weekly, monthly and adhoc reports for management and wider team.

**WHAT WE REQUIRE FROM YOU**
- 5+ years’ experience in client experience management within luxury retail sector, ideally fine jewellery
- Bachelor’s degree in Business Administration, Communications or a related field
- Ability to inspire, train and motivate their team.
- Strong written and verbal communication skills
- High level of attention to detail.
- Exceptional clienteling skills with a demonstrated ability to build and maintain relationship with high-net-worth individuals
- Experience using Zendesk, CIN7, Shopify Plus, Return Logic and Excel preferred
- A “can do” attitude and friendly disposition

**WHAT YOU WILL RECEIVE**
- Competitive base salary
- The opportunity to flourish & grow within a dynamic innovative brand
- Generous staff discount and product allowance
- A complimentary bespoke SOLDERED bracelet
- Birthday leave
- Free Employee Assistance Program - Acacia
- Experience working for a company that is committed to raising awareness & funds for our oceans.
- Being part of a company that is a Gold member of the Australian Marine Conservation Society and certified by the Responsible Jewellery Council.
- Alignment with our brand core values:
**WAVES**: Think creatively, challenge yourself and the status quo.

**WITH PRECISION**: Act with care and attention.

**COMMUNITY**: Collaborate, show respect, create enduring relationships.

**WHAT IS PRECIOUS**: an ambassador for ocean conservation and accountable for our impact.

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