Customer Care Manager

The Role:

We currently have an opportunity within the Customer Care department for a US Customer Care Manager position. This is a key role within the Customer Care team supporting the Senior Manager of Customer Service, North America with the management of all North America customer contacts and the performance of 5+ advisors. The Customer Care Manager will oversee customer service workload, be the line manager for the Customer Care Advisors and Senior Advisors, own the supply chain impact on the customer experience and lead by example through demonstrating Charlotte Tilbury values.

This role is full-time with a schedule of 9 AM – 6 PM Monday through Friday. This is a hybrid role with an expectation of some days in the office.

Role Accountabilities:

Team Management:

• Supports the Senior Customer Care Advisor with the organization of the team’s daily workload and re-allocating workload based on business needs and Service Level Agreements
• Sets daily and monthly goals and motivates team to achieve these goals. Re-aligns goals to track advisor performance
• Conducts regular shadowing sessions with the Customer Care Advisors to stay up to date on their daily workload as well as any systematic or procedural challenges they may face within their role
• Acts as the line manager for the US Customer Care team by delivering updates on individual team performance through weekly emails, leading biweekly check-in meetings and conducting performance reviews twice a year
• Responsible for employee schedule and ensuring there is enough coverage to provide support to our customers each day
• Ensures all operational activities such as order processing, customer returns and backorders are managed and completed daily by the team
• Foster a result driven environment leveraging agent strengths & using gamification techniques, to meet & exceed department targets
• Confidently addresses staff issues through recapping the behavior and its impact and expressing ideal outcome
• Supports Senior Manager with retention and succession of advisors by assisting with new hire onboarding and identifying training needs of entire team. Creates, updates and maintains onboarding, training and reference documents for the team with the assistance of the Senior Customer Care Advisor
• Evaluates Customer Care Advisor performance to the standards set in the Quality Assurance program and provides coaching to increase scores

Department Strategy:

• Displays a customer-centric approach at all times whether interacting with the customer directly or assisting the team with customer inquiries
• Acts as a confident first point of escalation for customer complaints
• Leads by example in all areas including customer contacts, product knowledge and workload
• Flags any unusual incident or recurrent issue that would have a negative impact to the customer experience to internal departments such as supply chain, trade, loyalty, organic social, etc or external business partners such as the distribution centers and payment providers. Follows up on existing issues consistently until resolution is reached
• Manages North America Help Center to ensure customers seeking self-service are receiving the most up-to-date information. Will also own the upload of training documents into the Help Center for Global Customer Care department
• Challenge ways of working to improve overall CSAT scores/Trust Pilot scores, one touch responses and reduce response times, queue times and resolution times across all channels
• Owns the relationship between Customer Care, Supply Chain and our 3 North America Warehouses to ensure lines of communication are always open to decrease negative knock-on effects to the customer experience
• Participates in meetings and trainings with the Global Management team

Requirements

Reporting Relationships: Reports to Sr. Manager Customer Service

Key Selection Criteria:

• Minimum 4 years experience in a call center environment
• Minimum 2 years experience managing a team
• Sincere, patient, resilient, adaptable and extremely positive attitude
• A data-driven, problem solver who is obsessed with the little details
• Must have strong computer literacy and passionate about systems
• Excellent people skills backed up with excellent verbal and written skills
• Must have experience giving developmental feedback and is comfortable with 1 on 1 coaching
• Passionate about service, acts as customer advocate and makes decisions based on the customer experience
• Experience working with multiple contact channels: email, voice, chat and social. Experience with Zendesk and Sprinklr a plus
• Previous experience in the beauty industry and knowledge of our product offering strongly preferred
• Capable of building relationships with peers and key stakeholders across different time zones
• Some travel to our warehouses or to our London office may be requested

Benefits

Base Salary Range: $70,000.00 - $80,000.00 USD **

Company Benefits:

• Generous staff discount to use on all products.
• Medical, dental, and vision benefits
• Commuter Benefits (Pre-tax)
• Flex Spending Account (FSA)
• Employee Assistance Program (EAP)
• 401(k) with Company match
• Paid Time Off
• Birthday PTO

**Charlotte Tilbury, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting**