Customer Experience Manager, Astrid & Miyu
Contemporary jewellery brand
Job no longer available
Contemporary jewellery brand
201-500 employees
Job no longer available
201-500 employees
Company mission
Astrid & Miyu's mission is to revolutionise the jewellery experience.
Role
Who you are
- Significant, proven experience in customer facing roles, with demonstrable experience of delivering best in class customer service
- Are a strong collaborator who excels within a team and shares knowledge within the wider community. Possess a passion for mentoring and training
- Have strong organisational skills and is a self-starter
- Display an in-depth knowledge and understanding of Social Media platforms and Customer Services tools. Previous experience of Gorgias an advantage
- Have excellent written, spoken and analytical skills. The ability to toggle between big picture, strategic thinking and a focus on detail and data
- You have a proven track record of optimising team performance and increasing efficiencies within the team
- You’re proactive and take responsibility for getting things done, always willing to roll up your sleeves to drive initiatives forward
What the job involves
- Lead and define the brand Customer Experience vision in line with the business strategy and company values
- Work with all cross functional teams including Ecommerce, Retail, and Wholesale to develop and deliver an omnichannel customer proposition
- Play an ambassadorial role in developing a stronger “customer experience” mind set & culture within the business
- Collaborate on all projects, launches and technical solutions which involves the customer journey by working with the teams to ensure it is in line with the customer experience strategy/standards
- Develop and lead training with Store Managers to align on customer proposition
- Gathering data and actionable reporting to present insights and customer feedback to inform the business and drive improvements for our value proposition, service and loyalty
- Help define benchmarks and measures by setting KPIs and best practise standards to push the consistency of our service levels across the brand
- Collaborate with teams to build solid communication channels on new product launches, events and trading initiatives
- Wok closely with our Retail and Marketing teams to align the brand tone of voice with service levels
- Using an analytical approach to spot risks and opportunities working with the Head of Ecommerce to leverage our CS platform (Gorgias)
- Possess the ability to identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues
- Manage and develop a high-performing Customer Care Manager and three Customer Care Executives – leading by example whilst staying true to our core values
- Presenting ideas and analysis to wider teams and Leadership
Salary benchmarks
Our take
Jewellery is a staple of fashion and is considered by many to be timeless, yet the techniques used have not caught up with technological innovations. Outdated design methods have resulted in jewellery making being difficult to come by and limiting the complexity of products, ultimately making contemporary design expensive and inaccessible to many people.
Astrid & Miyu designs contemporary jewellery, selling products online and at retail stores that are inspired by the culture of the City of London. The company uses cutting-edge techniques such as 3D printing to augment its jewellery-making capabilities, a process that allows them to offer jewellery at a cheaper price and thus make it more accessible.
Whilst the company faces serious competition from many contemporary jewellery brands, the company has stood out by embracing technology in its design methods, and also with its use of Instagram and other social platforms to style its products directly to its audience. Expansion has gone well for Astrid & Miyu so far, with two locations opened in New York as well as one in Leeds and one in Dublin, and it will be interesting to see where it sets its sights next.
Freddie
Company Specialist at Welcome to the Jungle
Insights
39% employee growth in 12 months
Company
Funding (1 round)
Jul 2015
$0.9m
SEED
Total funding: $0.9m
Company benefits
- Product allowance and discount for family & friends
- Option to buy and sell holidays
- Welcome Day – and introduction to A&M with new joiners
- Hybrid and flexible working plus summer hours
- Financial coaching support
Company HQ
Vauxhall, London, UK
Leadership
Connie Nam
(CEO)Analyst of Corporate Finance Credit Suisse from 2004 to 2007. Experience as Marketing Consultant for LVMH.
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