Experienced Customer Manager – Remote Customer Experience and Operations

As a highly skilled and ambitious Customer Manager at arenaflex, you will play a pivotal role in shaping the future of our customer experience and operations. With a strong focus on delivering exceptional customer support, you will be the day-to-day interface between our third-party contact centre and the core business, ensuring that our customer support is best in class. If you are a results-driven individual with a passion for customer-centricity, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a dynamic and innovative company that has been revolutionizing the way we design and deliver distinctive products. Founded in 2012, our mission is to create original pieces that owners will want to keep forever and to spark home obsession everywhere. With a strong focus on innovation, data-led approach, and a diversified growth strategy, we have established ourselves as a significant player in the market. Our business model cuts out expensive overheads like shops and overstocked warehouses, making our prices affordable and accessible to a wide range of customers.

What We Are Looking For

As an online business, we must provide exceptional customer experiences at every touchpoint. We require our staff to be the best in the industry, and we need cutting-edge tools and technology to service our customers. As a Customer Manager at arenaflex, you will be responsible for:

• Working with the senior leadership team to define best-in-class customer experiences
• Managing our outsourced customer service team and holding them to account for SLAs
• Managing our resource requirements to deliver the service levels we have agreed
• Resolving complex customer problems that require escalation
• Providing weekly and monthly business updates on the performance of the customer contact centre
• Leading initiatives to improve the customer proposition during and after delivery
• Leading initiatives to improve the tools within the contact centre
• Delivering training to improve the performance of our care agents
• Ability to deal with complex escalated customer issues
• Ability to work autonomously
• High energy with a proven ability to move at pace whilst remaining level-headed and calm
• Ability to effectively utilise data to inform performance-enhancing strategies
• A strong communicator and influencer with an ability to drive and deliver change management whilst maintaining stakeholder buy-in and relationship

Essential Qualifications

* Proven experience in customer management, preferably in a remote or online environment

• Strong leadership and management skills, with the ability to motivate and inspire a team
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders
• Ability to work autonomously and make decisions in a fast-paced environment
• Strong analytical and problem-solving skills, with the ability to effectively utilise data to inform performance-enhancing strategies
• Experience in managing outsourced customer service teams and holding them to account for SLAs

Preferred Qualifications

* Experience in a similar role within the retail or e-commerce industry

• Knowledge of customer experience design and delivery
• Experience in leading initiatives to improve customer proposition and tools within a contact centre
• Strong understanding of data analysis and interpretation
• Experience in delivering training to improve the performance of care agents

Skills and Competencies

* Strong customer-centric approach, with a focus on delivering exceptional customer experiences

• Excellent leadership and management skills, with the ability to motivate and inspire a team
• Strong communication and interpersonal skills, with the ability to build strong relationships with stakeholders
• Ability to work autonomously and make decisions in a fast-paced environment
• Strong analytical and problem-solving skills, with the ability to effectively utilise data to inform performance-enhancing strategies
• Experience in managing outsourced customer service teams and holding them to account for SLAs

Career Growth Opportunities and Learning Benefits

As a Customer Manager at arenaflex, you will have the opportunity to develop your skills and expertise in customer management, leadership, and data analysis. You will work closely with our senior leadership team to define best-in-class customer experiences and develop strategies to improve customer proposition and tools within the contact centre. You will also have the opportunity to lead initiatives to improve the performance of our care agents and develop training programs to enhance their skills and knowledge.

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values flexibility, autonomy, and collaboration. We have a lean team of 30, and we are open to what people might need in the future. We hold regular workshops in London, and we are happy to accommodate flexible working arrangements. We have a wide range of perks and benefits, including:

• Competitive salary
• Share options programme
• Profit share scheme
• Wellbeing allowance
• Pension scheme
• Private medical cover for you and your family
• Holidays, working environment, and other perks
• 27 days holiday rising to 30 with tenure
• Four months of summer hours finishing at 1 PM on a Friday
• Free furniture on each anniversary of employment
• Friends & family discount of 20%
• Fully remote working
• Frequent meet-ups, in-person workshops, and socials

Compensation, Perks, and Benefits

arenaflex offers a competitive salary, share options programme, profit share scheme, wellbeing allowance, and pension scheme. We also offer private medical cover for you and your family, holidays, working environment, and other perks. You will also receive 27 days holiday rising to 30 with tenure, four months of summer hours finishing at 1 PM on a Friday, free furniture on each anniversary of employment, and a friends & family discount of 20%. We are also happy to accommodate flexible working arrangements and offer frequent meet-ups, in-person workshops, and socials.

Conclusion

If you are a results-driven individual with a passion for customer-centricity, we encourage you to apply for this exciting opportunity. As a Customer Manager at arenaflex, you will play a pivotal role in shaping the future of our customer experience and operations. You will have the opportunity to develop your skills and expertise in customer management, leadership, and data analysis, and you will work closely with our senior leadership team to define best-in-class customer experiences. We offer a competitive salary, share options programme, profit share scheme, wellbeing allowance, and pension scheme, as well as private medical cover for you and your family, holidays, working environment, and other perks. Apply now to join our dynamic and innovative team! Apply for this job