Customer Success Manager (Online Retail)

Our client seeks a relationship focussed, commercially minded individual to head up their Customer Experience team to facilitate the management of aftersales processes.

The role arises in a rapidly expanding business who supply to some of the UK’s most recognised retail brands. A new role for the business, you will be focussed on providing a seamless experience for online retail customers. You will lead and inspire a team of telephone based representatives who are committed to fulfilling B2B customer enquiries in a professional and results focussed manner.

This family-run organisation operates nationally and having experienced record growth over the last 12 months wish to add a new layer of management to their business. Your role will be focused on leading their aftersales teams and enhancing current technical processes in order to improve the customer journey.

Your role will be pivotal to the ongoing success of these client relationships and you will be working closely with the businesses Directors to realise their strategic vision for the organisation. Granted autonomy on your work, you will possess exceptional commercial awareness and will have a passion for refining processes, providing creative solutions and inspiring your people to deliver exceptional customer service.

Supported by the Directorial team, you will join a warm and friendly team who all share their passion for growing the business. Our client offers an intimate and friendly office environment where everyone works as a tight team to drive the business forward.

In this role you’ll benefit from;

• Thorough, on the job training & exposure to all areas of the business
• Opportunities for career progression
• A pension scheme
• Free parking
• A supportive and friendly team

As a Customer Success Manager your role will include;

• Building and establishing relationships with customer relations teams within a small number of key accounts
• Devising tailored solutions and processes to meet the demands of client enquiries
• Streamlining technical processes, including the implementation/utilisation of new technologies, to provide fast and efficient customer service processes that adapt to the changing demands of clients
• Inspiring and leading a team of skilled agents to help them develop their skills and provide a first rate customer experience
• Protecting existing revenue through entrenching value in customers’ businesses
• Responding to negative customer experiences and finding first time resolutions to their problems
• Working with different stakeholders to ensure that customers have access to the technical resources required to deliver automated and streamlined problem resolutions
• Identifying new commercial opportunities with existing customers
• Arranging and executing regular meetings and service reviews with key stakeholders
• Working with company Directors to set account goals
• Working on specially assigned projects, as needed

As a Customer Success Manager you will;

• Be an accomplished people leader and manager
• Be computer literate and competent with the MS Office suite (Word, Excel, Outlook)
• Have a strong knowledge of e-commerce and online retail
• Have experience with Sage 200 would be desirable
• Be an expert relationship builder in a B2B environment
• Have a background in troubleshooting and problem solving
• Possess excellent communication, literacy and numeracy skills
• Have excellent knowledge and experience implementing customer service practice in a B2B environment

This is a fantastic opportunity for a Customer Success Manager to take up a permanent role within a thriving Lancashire business. 

Cummins Mellor is a family run employment agency who has been serving businesses across East Lancashire for over 29 years. We pride ourselves on sourcing the highest quality, temporary and permanent candidates for local employers.