At Joseph Joseph, we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world’s leading houseware brands with a global presence spanning over 100 countries, available in most major department stores and independent houseware stores worldwide, as well as our rapidly growing ecommerce channel.

We are looking for a passionate leader to head up our dynamic and talented in-house global Consumer Care Team across our own Direct-to-Consumer websites including the UK, US, Australia, Europe, French and German markets. As Customer Experience Manager, you must always think with a ‘Customer First’ approach and strive to inject this customer-centric mindset into the heart of the business. You will drive and own the CX strategy, with a flair for understanding our customer base and how we can continually improve their online journey, as well as team efficiencies. You will report into the Director of Ecommerce and work closely together to deliver an excellent customer experience.

What you’ll be doing:

• Represent the voice of the customer across all aspects of the business to drive a customer-centric culture and mindset
• Develop and implement the CX strategy to enhance the customer experience across all touchpoints in line with company values
• Work cross-functionally with key departments, including Ecommerce, Design, Sales and Operations to deliver an excellent customer proposition
• Manage and lead a high-performing consumer care team, providing continuous guidance, training, and development to ensure outstanding customer service and satisfaction
• Collect, analyse and report on customer data, behaviour and product trends to present insights and customer feedback to the wider business
• Optimise the Gorgias helpdesk platform to improve team efficiency and customer satisfaction through technology and automation

What we need from you:

• 5+ years of experience in a customer service management role
• Strong leadership, communication, and problem-solving skills
• Knowledge of Gorgias, Shopify and SAP (or similar) a must
• A resilient and flexible leader, with the ability to manage numerous projects at any one time and adapt to new challenges within a time sensitive environment
• A business enabler, someone who “strives to make it happen”. Action orientated and motivator of their team
• Strategically strong and able to show examples of strategies they have developed and executed achieving the desired results

What you’ll get from us:

• Competitive salary, holiday and performance related bonus
• A pension contribution
• An exclusive staff discount
• Flexible working – combination of home and office working and flex start/finish times
• External private employee wellbeing support
• Access to Perkbox
• Season-ticket travel loan
• Cycle to work scheme
• Holiday trading (buy/sell) and extra holiday days for long service
• Free hot drinks and snacks around the office