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full time
Auckland, New Zealand
Our wonderful Customer Care & Experience Manager is heading on maternity leave and we are looking for a 6 month cover with the likelihood of extension into part-time hours in early 2023.
As the Customer Care & Experience Manager, you will lead and implement our key strategic customer projects to level-up customer satisfaction and reduce customer pain points. You will also support the Customer Care Assistant during busy periods to communicate with customers via email, live chat, and phone. You must thrive on offering exceptional customer service and going the extra mile to ensure every customer feels valued. You will work cross-functionally to connect, collaborate and successfully achieve customer-centric initiatives.
This 6 month cover is full-time, 8.30am-5pm Monday-Friday, located at our Grey Lynn office.
What you'll do:
• ensure customer service KPIs are monitored and met
• identify opportunities to streamline internal customer processes across retail stores, online and support office
• rollout key customer experience initiatives as part of the marketing & sales strategy, to improve customer satisfaction and business profitability
• help to optimise new customer review platform
• support CRM implementation, specifically email marketing channel
• respond to customer queries when needed
• assist in the last mile process, ensuring timely and accurate shipments
• support & grow Customer Care Assistant
What you'll bring:
• 3-4 years retail customer service experience, including leading/implementing larger customer projects
• ability to analyse and translate customer data from a variety of sources into actionable insights
• organisation & motivation, with the ability to work individually and in a team environment
• excellent verbal and written communication skills
• leadership and team management skills
• proactive attitude and attention to detail a must
• keen interest in sustainability and ethical production
To apply for this role please send your CV, portfolio & cover letter telling us why you would be great for the role and would love to work with us: hiring@naturebaby.com
our values
purity
Organic, natural and chemical-free. Our clothing is made of organic cotton and merino, without the use of harmful chemicals, leaving nothing on your baby’s skin except pure goodness.
quality
Well made with the best materials. We search high and low for materials, fabrics and products to meet baby’s changing needs, choosing only the best for you and your baby.
useful
Only the essentials that you need. We focus on creating classic and practical styles that can be everyday essentials for your baby.
caring
Soft on the skin, and on the world. All our clothing and products are produced in a way that cares for the earth and its workers.