Reporting to CEO/Chief Commercial Officer

Established in 1952 and online since 1999, Childrensalon is a fast-growing, award-winning, forward-thinking retailer, specialising in dressing children beautifully.

Childrensalon believes there is beauty in diversity and difference, as resembled by our wonderful team. Our vision of being the most inclusive, diverse, and humane company is very important to us as is our culture of fairness, openness, and transparency. We are committed to the career progression and advancement of every team member as well as welcoming the best external talent in the industry. We offer a fun, challenging, collaborative, family-oriented work environment in our fast-paced and rapidly growing business and in turn will provide you with the opportunity to grow your career and make a difference.

We are looking for someone pioneering to head up our Customer Service department. Customer service is one of the key USPs for Childrensalon and we take pride in offering an industry leading, award-winning experience. We treat our customers like a valued member of our family and will go above and beyond to ensure each customer feels cared for, making this role best suited to someone who naturally aligns with our values driven, human-centric approach.

Your goal and responsibility will be to maintain and improve upon that reputation, whilst helping to build foundations to grow the team in support of the company's rapid growth. You will be ensuring we stay true to who we are at every point of interaction with our customers, whilst building structures and workflow that are scalable.

Key Responsibilities:

· Ensure our tone of voice and brand persona remains true in every customer touchpoint and channels, including website, emails, Live Chat, phone and social media

· Build upon and execute the department strategy

· Develop scalable structures and workflows to support the growing team whilst ensuring Customer Service always remains visible and the centre of the company's goals

· Manage and Recruit team members to fill skill gaps where necessary and ensuring we have the right number of people for peak seasons

· Mentor the team, both remote workers and office workers, ensuring a fair and empathetic system

· Mentor and develop the managers and senior managers, creating and reviewing their PDP and ensuring all team members have a PDP

· Manage department budgets

· Pioneer the use of new technology within the department to further enhance our service offering

· Manage and oversee our carriers’ delivery and return service offering

· Collaborate closely with all other departments, analysing feedback from customers as well as being the voice of the customer for the whole company

· Improve efficiency of workflows within the department

· Be the voice of customer on website performance

· Manage and increase our VIP customer database

· Be a brand and product ambassador to our customers

· Monitor competition

We are looking for someone with

· 2-5 years experience in a similar customer-facing role

· Proven track record in pioneering and managing department structural changes

· Experience in CRM software

· Experience in ecommerce

· Knowledge/experience of childrenswear/children

· Strong organisational skills and a keen eye for detail

· Critical thinking and strategic planning skills

· An empathetic and nurturing nature

· Knowledge and understanding of international markets (preferred)

· Excellent spoken and written English

This role is based at our Head Office in Tunbridge Wells, however, due to the current Coronavirus pandemic will require flexibility and some working from home. Childrensalon offers a highly competitive salary, company pension plan, health plan, fully subsidised gym membership, in-house yoga classes, company shuttle, generous holiday allowance and company discount.

If you are interested and think you would thrive in this role, please apply to careers@childrensalon.com with your CV and covering letter about why you would like to work for us. Previous applicants need not apply.