Description:
The Body Shop
When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here.
The Body Shop is committed to generating positive economic, social and environmental impact. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up.
Purpose Of Role
With a new global owner and CEO at the helm, exciting transformations are underway at The Body Shop! We’re ready to revitalize our iconic products and unleash innovative ideas that have yet to be imagined, ensuring we’re back to our very best.
In Australia, The Body Shop’s eCommerce team is undergoing a transformation as we migrate from our legacy global platform to a locally managed Shopify platform and onshore our eCommerce Customer Experience team. Reporting to the Senior Manager eCommerce & Digital, we are seeking an experienced Customer Service Manager to lead our eCommerce Customer Experience team. The ideal candidate will be passionate about delivering exceptional customer experience while driving business growth through customer satisfaction, platform optimization and strategic upselling opportunities.
Key Responsibilities
- Oversee and optimize our customer service platform, ensuring maximum efficiency and effectiveness in handling customer inquiries and concerns.
- Respond to customer inquiries across multiple channels (primarily email and live chat) in a timely and professional manner.
- Assist with the Community Management of The Body Shop’s social media channels
- Analyse customer service KPIs to identify trends and opportunities for improvement in our customer experience.
- Develop and implement enhancement strategies for our customer service processes and systems.
- Create comprehensive reports on customer experience metrics including CSAT, contact reasons, AHT and NPS.
- Utilise data driven insights to assist with the implementation of both eCommerce and CS specific changes.
- Manage integration and communication between our customer service platform and relevant eCommerce systems, including CRM and eCom platform.
- Lead initiatives to leverage customer service interactions for upselling and cross-selling opportunities.
- Assist with the execution of wholesale and corporate orders to drive incremental business growth.
- Assist eCommerce team with day-to-day operational processes to ensure seamless customer experience
- Train and mentor customer service team on best practices and company protocols (initially 1 Customer Experience Coordinator)
- Collaborate with internal departments to ensure voice of customer is being heard by the respective business functions.
Skills & Qualifications
- Proven experience in eCommerce customer service management, preferably in the beauty or retail sector
- Strong interpersonal skills with the ability to build relationships with team members, customers, and internal stakeholders
- Excellent written and verbal communication skills
- Demonstrated problem-solving abilities and analytical mindset
- Strong initiative and proactive approach to identifying and implementing improvements
- Experience with customer service platforms and CRM systems
- Team leadership and mentoring experience
What’s On Offer
- Base salary + super + bonus potential
- Employee discount
- Hybrid working: 3 days working from our Australian Support Office at Chadstone Shopping Centre on Monday, Tuesday and Thursdays with remaining days WFH
If you’re ready to make a significant impact and contribute to our mission of ethical beauty, apply now to join our passionate team at The Body Shop Australia!
Note to agencies: The Body Shop does not accept any unsolicited calls or resumes from head hunters, executive recruiters, or other staffing or recruitment agencies. Please do not submit or forward any resumes, CVs or profiles to the The Body Shop careers portal, nor to any The Body Shop personnel. The Body Shop will not pay any fees relating to unsolicited resumes.