Customer Experience Manager, HEAT

Salary not provided

Competitive Salary + Employee Stock Option Plan

Mid and Senior level

London

4-5 days a week in office

Immersive digital shopping experiences

Job no longer available

Immersive digital shopping experiences

21-100 employees

B2CRetailB2BLifestyleEnterpriseFashioneCommerce

Job no longer available

Salary not provided

Competitive Salary + Employee Stock Option Plan

Mid and Senior level

London

4-5 days a week in office

21-100 employees

B2CRetailB2BLifestyleEnterpriseFashioneCommerce

Company mission

To reimagine consumer shopping by leveraging emerging technologies and pioneering unmatched purchase experiences.

Job

Company

Role

Who you are

4+ years experience in Customer Service, with at least 2 years in a managerial position
Independent and proactive with a positive attitude and strong ability to take ownership
Detail-oriented, process-focused, and strong at quantitative/qualitative analysis
Excellent written and spoken communication skills
Highly organized and able to structure and execute multiple processes simultaneously
Comfortable with quick changes, novel issue resolution, and ambiguity

What the job involves

Be responsible for laying the foundation for HEAT’s customer service and executing on that strategy. You will work closely with our leadership team and be the voice of the customer to the business
In your day-to-day, you will work closely with key stakeholders and the founders of the business, ensuring the best customer experience for new and recurring HEAT customers across the world
You will also be responsible for inspiring a team of 1 Customer Service Agent
Define and implement a comprehensive customer experience strategy that aligns with the company's vision and values
Manage and ensure a timely response to customers via all touchpoints, email, live chat, Instagram, and other key channels
Build quality relationships with customers and private clients to maximize sales in these interactions
Lead and inspire a customer service team, fostering a culture of excellence, collaboration, and continuous improvement
Conduct regular performance evaluations and provide constructive feedback to team members
Collaborate with Marketing, Product Development, and Operations teams to align customer experience initiatives and ensure a seamless customer journey
Provide insights and recommendations to cross-functional teams based on customer feedback and market trends
Constantly improve customer support processes to enhance customer satisfaction

Salary benchmarks

Our take

HEAT is strategically positioned at the intersection of two significant fashion industry shifts. Firstly, companies are embracing environmental responsibility, actively seeking ways to reduce waste and minimise their ecological footprint. Simultaneously, there is a growing consumer trend focused on mystery boxes - the excitement of purchasing or unboxing this unknown assortment of items.

By successfully selling over 20,000 of these mystery boxes, HEAT has revolutionised this sector, enabling brands to efficiently clear surplus stock while providing Gen-Z buyers with an enticing array of luxury contemporary goods. A key contributor to the brand's triumph lies in its unwavering commitment to customer satisfaction, guaranteeing full refunds for anything less than a delightful experience.

HEAT now aspires to elevate the mystery box concept even further. The company is set to introduce elements of gamification, AI-powered personalisation, and interactive drops that can be purchased using cryptocurrency. These innovations are sure to capture the admiration and engagement of its trendsetting customer base.

Steph

Company Specialist at Welcome to the Jungle

Insights

70% female employees

12% employee growth in 12 months

Trustpilot (4.2)

Company

Funding (2 rounds)

Jan 2022

$5m

SEED

Dec 2021

$2.7m

SEED

Total funding: $7.7m

Company benefits

Employee Stock Option Plan
Flexible Holidays (25 days per year)

Company HQ

Temple, London, UK

Leadership

Joe Wilkinson

(CEO)

They set up HEAT in their parent's home, at one point packing the place with 2000 pieces. Alongside serving as the CEO of HEAT they are an Investor in multiple startups, including KOMI, UPPFIRST, Lottie, and Twig.

Mario Maher

(CMO)

Previously a Strategy and BD analyst for the British Business Bank. Also previously co-founded MMSM.

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