Experienced Customer Manager - Remote with Regular Travel to Northumberland

Join blithequark, a Trailblazer in Home Obsession

At blithequark, we're on a mission to spark home obsession everywhere by creating distinctive designs that owners will cherish forever. Founded in 2012, our innovative approach to product development, data-driven strategies, and cutting-edge technology has enabled us to become a significant player in the market. We're a lean team of 30, and we're looking for a talented Customer Manager to help us deliver exceptional customer experiences at every touchpoint.

About Our Customer Experience Vision

As an online business, we understand the importance of providing top-notch customer support. We're committed to being the best in the industry, and we're looking for someone who shares our passion for delivering outstanding customer experiences. As a Customer Manager at blithequark, you'll be the day-to-day interface between our third-party contact centre and the core business, ensuring that our customer support is best in class.

Key Responsibilities

• Collaborate with the senior leadership team to define and implement best-in-class customer experiences that drive loyalty and satisfaction.
• Manage and optimize our outsourced customer service team, holding them accountable for meeting Service Level Agreements (SLAs) and delivering exceptional customer support.
• Resourcefully manage our requirements to deliver agreed-upon service levels, ensuring seamless customer interactions and information exchange.
• Resolve complex customer problems that require escalation, utilizing your expertise and judgment to turn potentially negative experiences into positive outcomes.
• Provide regular business updates on the performance of the customer contact centre, analyzing data to inform performance-enhancing strategies.
• Lead initiatives to improve the customer proposition during and after delivery, driving innovation and continuous improvement.
• Develop and implement training programs to enhance the performance of our care agents, ensuring they're equipped to deliver exceptional customer support.
• Utilize data to inform performance-enhancing strategies, driving change management and stakeholder buy-in.

Essential Qualifications and Skills

To succeed as a Customer Manager at blithequark, you'll need:

• A proven track record of delivering exceptional customer experiences in a fast-paced, dynamic environment.
• Excellent communication and influencing skills, with the ability to drive change management and stakeholder buy-in.
• Strong analytical and problem-solving skills, with the ability to effectively utilize data to inform performance-enhancing strategies.
• Ability to work autonomously, with a high level of energy and a proven ability to move at pace while remaining level-headed and calm.
• Experience in managing outsourced customer service teams and holding them accountable for SLAs.

Preferred Qualifications and Skills

While not essential, the following qualifications and skills will give you a competitive edge:

• Experience in the e-commerce or customer service industry.
• Knowledge of customer service software and technology.
• Data analysis and interpretation skills.
• Experience with change management and stakeholder engagement.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our team members grow and develop their skills. As a Customer Manager, you'll have the opportunity to:

• Develop your leadership and management skills, with the potential to take on more senior roles within the organization.
• Learn from our experienced senior leadership team and gain insights into the latest industry trends and best practices.
• Participate in regular workshops and training sessions to enhance your skills and knowledge.

Work Environment and Company Culture

At blithequark, we're proud of our unique company culture, which is built on the principles of flexibility, collaboration, and innovation. As a remote team, we work from home, but we regularly come together for in-person workshops, planning, and scoping projects. You'll have the opportunity to:

• Work from home or a co-working space, with the flexibility to choose what works best for you.
• Participate in regular meet-ups, in-person workshops, and socials with the team.
• Enjoy a collaborative and dynamic work environment that encourages creativity and innovation.

Compensation, Perks, and Benefits

At blithequark, we offer a comprehensive compensation package that includes:

• A competitive salary that reflects your experience and skills.
• A share options program, giving you a stake in the company's success.
• A profit share scheme, allowing you to benefit from the company's performance.
• A wellbeing allowance to support your physical and mental health.
• A pension scheme to help you plan for the future.
• Private medical cover for you and your family.
• 27 days of holiday rising to 30 with tenure.
• Four months of summer hours finishing at 1 PM on a Friday.
• Free furniture on each anniversary of employment.
• A friends and family discount of 20%.

Join Our Team

If you're a talented Customer Manager looking for a new challenge, we want to hear from you. At blithequark, we're passionate about delivering exceptional customer experiences, and we're looking for someone who shares our vision. Apply now to join our team and become part of our mission to spark home obsession everywhere.