Interim Customer Service and Experience Manager, Moonpig
3 Month Fixed Term Contract
Online company for personalised cards, gifts and flowers
Job no longer available
Online company for personalised cards, gifts and flowers
201-500 employees
Job no longer available
201-500 employees
Company mission
To help people connect and create moments that matter.
Role
Who you are
- This is an urgent requirement so candidates will need to be available at relatively short notice and this role is open for candidates looking for a fixed term contract or day rate
- Completed HBO/WO education
- At least 5 years’ experience in customer service in a B2C environment
- Excellent communication and decision-making skills
- Fluency in Dutch & English
- Proven ability to work in an omnichannel environment and innovate in CS technology and data
What the job involves
- We’re looking for a driven Interim CSCX Manager to join our dynamic CSCX team for 3 months
- Reporting to the Customer Service & Experience Director, you’ll work closely with our 3rd party CS provider and internal teams to deliver exceptional customer service and experience
- Managing our relationship with the 3rd party CS provider, ensuring agent onboarding and training needs are met to deliver excellent service for our customers
- Proactively monitoring the provider’s performance to drive productivity and quality (CSAT and NPS). Stepping in if productivity or quality don't meet our standards, in line with contractual SLAs
- Translating commercial expectations into customer care capacity and coordinating with our outsourced provider, Operations & Commercial teams
- Being the go-to person for day-to-day operational queries and escalations
- Using data and insights to develop improvement plans and KPIs for contact ratio, regularly reporting on KPIs and making sure they’re met
- Championing the customer experience by ensuring prompt and efficient resolution of customer queries and issues
- Identifying potential improvements to our ways of working, including tooling, data infrastructure, processes, and initiating new channels
- Handling escalations and ensuring timely resolution of customer issues
- Supporting the Data Protection Officer with any CS-related issues
Salary benchmarks
Our take
When Moonpig was founded in 2000, it bought into the idea that a personalised gift is always more meaningful, whether sent from the sofa, the commute, or the gym. Customers quickly bought into this vision, and Moonpig saw rapid growth culminating in its 2011 acquisition by Photobox for £120M.
Since then, Moonpig has seen continued success. Through expansion into new products such as flowers (Moonpig is now a top-3 online flower seller) and the development of its own app, Moonpig has established its place within the market for personalised gifts.
And it doesn't plan on slowing down anytime soon, as it looks to expand even further. Recent innovations have included the introduction of giant cards, and the company has also secured the ability to create exclusively branded ranges alongside Disney and Warner Brothers. This commitment to innovation positions Moonpig to capture even more market share and strengthen its leadership in the industry.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Annual reviews
- Attractive annual bonus scheme - with increased earning potential based on business and individual performance
- Pension scheme where we match up to 5%
- Referral scheme with cash bonus available
- Interest-free travel loan
- Sharesave Plan - Save as you earn
- Generous staff Moonpig, Red Letter Days and Buyagift products
- Private medical insurance
- Private dental plan
- Life assurance paying 4x your salary
- Eye care vouchers
- Cycle to work scheme
- Free access to 24h mental health and wellbeing resource as well as one to one therapy sessions via Spill
- Dog-friendly offices
- Access to a broad range of training workshops and courses
- Technical and professional qualifications policy, allowing individuals to apply for a more formal professional qualification, using allocated individual allowance
- Career Conversations with your manager to create your Career Development Plan
- 25 days’ holiday plus 1 day per year of service (up to 30 days)
- Growing Your Family - 8 weeks paid supporting caregiver leave and 24 weeks full pay primary caregiver leave (based on qualifying criteria)
- Flexible working opportunities based on our Ways of Working - inclusive of Hybrid and Remote
- Summer Hours - We finish at 4pm on Friday's during the months of June, July and August
- Volunteering - 1 day - the equivalent of 8 hrs of time to give back - through a chosen charity or our MP Group Foundation
- Matched Funding Scheme - This scheme provides colleagues with a fundraising allowance to support causes close to their hearts
Company HQ
Farringdon, London, UK
Leadership
Nickyl Raithatha
(CEO)Previously worked in Banking at Goldman Sachs, then went on to lead Rocket Internet's eCommerce portfolio, before founding Finery, a womenswear brand.
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