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 Customer 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 report into the Director of Ecommerce and work closely together to deliver an excellent customer experience.

What you will 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, Sales and Operations to deliver an excellent customer proposition & resolve process issues negatively impacting this
• Manage and lead a high-performing customer experience team, providing continuous guidance, training, and development to ensure outstanding customer service and satisfaction. 
• Develop and monitor key performance indicators (KPIs) to measure customer satisfaction and loyalty
• Collect, analyse and report on customer data, behaviour and product trends to present insights and customer feedback to the wider business, making informed decisions across the business and helping drive improvements
• Optimise the Gorgias helpdesk platform to improve team efficiency and customer satisfaction through technology and automation

What we need from you:

• Proven experience in a customer service management role
• Strong leadership, communication, and problem-solving skills
• Knowledge of Gorgias, Shopify and SAP (or similar) is a must
• A proven track record of optimising team performance and increasing efficiencies within the team
• 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 teams
• Strategically strong and able to show examples of strategies they have developed and executed achieving the desired results

What you will get from us:

• Competitive salary and holiday allowance
• Company performance related bonus
• A pension contribution
• An exclusive staff discount
• 24/7 healthcare appointment support
• Hybrid working – 3 days in office & 2 days from home and flex start/finish times
• External private employee wellbeing support
• Access to Perkbox
• Volunteer days
• Team Recognition scheme
• Training and Development
• Holiday carry-over scheme
• Season-ticket travel loan
• Cycle to work scheme
• Parental Leave support
• Holiday trading (buy/sell) and extra holiday days for long service