Customer Experience Manager
Bravissimo is a dynamic multi-channel retailer which provides lingerie, swimwear and clothing for women who need a D-L cup bra. We want big boobed women to feel amazing and we aim to inspire our customers to celebrate their figures and feel good about themselves. We have 28 UK shops, most also offering our range of clothing, uniquely cut to accommodate bigger busts. In addition to our shops, the company has a well-developed ecommerce operation which accounts for 40% of the company’s £50m turnover.
At Bravissimo we are passionate about doing everything we can to make sure our customers feel amazing and we are always looking to find ways to build on the experience we offer. We have won many awards for our products, service, entrepreneurial approach and originality, and for the last 11 years we have been one of the Sunday Times 100 Best Companies to work for. There has never been a more exciting time to join Bravissimo.
With ambitious growth plans in the UK and further afield, we are looking for an innovative Customer Experience Manager who will lead our Customer Service Team in continuing to provide the unique Bravissimo experience to our ever-growing customer base.
About the job
Reporting to the Retail and Customer Services Director, you will shape the vision and strategic direction for the Customer Services Team. As a true role model of the Bravissimo'feelgood’ experience, you will lead and inspire a team of 40 to deliver an exceptional experience to all Bravissimo customers through a range of channels including phone calls, live chat and social media. You should have a passion for challenging the norm, with a view to always deliver a transformational, not transactional experience to all customers when they contact Bravissimo for advice, information, or to place an order.
You will be responsible for a complex operation shaped around an amazing customer experience. With a continuous improvement mindset, you will also focus on improving systems and processes. You will be confident in managing budgets and staff planning to ensure we are able to continue to provide our high standards of service throughout the year, particularly at our peak periods. You will be the champion of our customers, and will need to do everything you can to improve our operation and service for them.
We are looking for an exceptional individual who combines a love of helping others with a dedication to improving systems and processes. We genuinely care that our customers leave us feeling amazing and you will need an instinct for our brand and an understanding of our customers in order to deliver the service that inspires them.
You will have experience in a senior leadership role in a customer facing environment, delivering service through a large team. As an inspiring leader, you will be able to work through others, motivating and developing those in your team to provide and exceptional customer experience. Project management and experience of Customer Services are preferable but not essential. Excellent written and verbal skills are essential, and you will have great organisational skills. It is also important that you can analyse data and identify trends in order to streamline and improve our service processes.
At Bravissimo we expect our managers to get involved in the wider business, so you need to be enthusiastic, adaptable and prepared to roll your sleeves up and get stuck in.
If you would like to apply for this position, please submit your CV along with a cover letter detailing your current salary and notice period and explaining why you would love to work for Bravissimo.