While this is a remote role, you must be based in, and have the right to work in the UK. Candidates without the right to work in the UK cannot be considered for this position.

Lulu Guinness is a start-up with a 30-year-old history. While steeped in legacy-making heritage, with an archive of iconic, conversation-starting bags; we are at a new phase of our journey defined by change, a lean team, close cross-functional collaboration.

We are looking for aCustomer Experience & Operations Manager to be the guardian of our customer experience and a driver of continuous improvement in this space in order to help us achieve our ambitious mission of becoming the most collectible handbag in the world, with a highly engaged and loyal community.

About the role

Your purpose as our Customer Experience & Operations Manager will be to use customer data, insights and feedback to deliver a best-in-class experience for our community and instill a customer-obsessed focus within our business.

You will explore, trial and iterate new ways of turning one-time customers into engaged members of our community, working closely with our Product, Logistics and Brand teams to share customer feedback and advise on improvements in the end-to-end customer journey.

You will also lead, coach and mentor our Customer Experience Executive who will report into you. You will provide them with guidance, while empowering them to take full ownership of their individual remit, achieve ambitious goals and deliver a high-quality experience to our customers.

In this role you will report to our Head of Digital. You will share your expertise on community support to ensure that all digital marketing and e-commerce activity is highly aligned with customer expectations. You will also have the freedom, trust and autonomy to identify opportunities for growth and improvement. You will be expected to bring new and innovative ideas to the table and make them happen quickly. You will not only have full control over the performance and direction of our customer experience activity, but yours will also be a key voice in all digital team decisions.

While this is a remote role, you must be based in. and have the right to work in the UK. Candidates without the right to work in the UK cannot be considered for this position.

What you’ll be doing

Be our internal subject matter expert on our Lulu community and customer experience processes, advising the Head of Digital and other key stakeholders in areas of improvement and taking the lead on implementing agreed actions.
Leading the development and execution of our customer experience and operations strategy grounded in insight and data, ensuring high level of alignment with business objectives, mission, vision and brand.
Analysis and reporting of customer trends, behaviour and product performance to drive optimisation of customer experience and community engagement
Proactively gather customer feedback from forums, tickets and social media and work with internal stakeholders to quickly deliver improvements in product, design, marketing and customer service process
Act as the internal customer champion and ambassador to ensure a customer-focused approach to all business initiatives
Study and understand the customer journey by channel/device per market and strive to continuously improve the experience
Support the Customer Experience Executive with day-to-day CX responsibilities in peak periods by responding to customer queries via email, live chat and phone.
Analyse support queries, identifying patterns and problem areas and developing solutions to improve experience and efficiency
Think critically about systems and processes and bring ideas of how these can be improved, upgraded, and integrated to maximise efficiency and automation. Specifically relating to the returns and refunds processes.

Work closely with the Senior E-commerce Manager to maximise opportunity for customers to self-serve advice and information via our website
Collaborating with the Senior E-commerce Manager to optimise and analyse post purchase customer feedback forms to better understand buying decisions and habits
Working closely with the Head of Digital to develop and execute customer surveys and focus groups to better understand who our customers are and what they expect from us
Coaching and mentoring our Customer Experience Executive to aid their personal and professional development
Taking a minimum viable product approach to all projects and activities, aiming to deliver fast results internally with minimum reliance on external agencies or consultants and delivering high impact with small budgets
Driving regular exchange of insights and learnings across the digital functions, as well as the wider team.
Staying abreast of emerging tools, platforms, trends and tech to drive innovation and test new approaches, functionalities and technologies.
Regular review of all existing processes, agencies, software and platforms and ways of working and make necessary changes to maximize efficiency, effectiveness and cost-saving.
Delivering exceptional results against your KPIs and other key metrics including: NPS, Trip Advisor score, post-event feedback scores, ticket resolution time

This role is for you if you...

A minimum of 5 years' experience in eCommerce management, including a strong understanding of Shopify and other third-party applications.
Understanding of web analytics and key KPI’s.
Strong analytical background and attention to detail with ability to use data to measure performance and determine improvements.
Expert knowledge and experience of excel and manipulating large sets of data.
Knowledge and experience building reports in Shopify and Power Bi.
Strong understanding of the ecommerce, consumer behaviour in a digital environment and a keen follower of digital trends.
Are a doer, you are happy to be hands-on and get stuck in the weeds to make sure we achieve our goals. As a very lean business, all roles, regardless of seniority are expected to own a wide remit ranging from high level strategy to day-to-day admin.
Are excited by the prospect of working with a high level of autonomy and control over your remit
Strong interpersonal skills and passionate about working with people and confident in solving problems and dealing with customer complaints in an efficient, effective and empathetic manner
Have the ability to learn new areas of work and take on new responsibilities with ease and confidence
Have experience of coordinating and aligning a wide range of activities with a high level of efficiency.
Are technically inclined, always looking at ways to improve the use of customer experience and operations systems by maximizing efficiency and automation
Are a proactive problem solver – you are always searching for better ways to do things and always have a solution ready for any issue that arises.
Are commercially minded and results-driven, prioritising and focusing on the activities that will drive the biggest business and customer impact.

Are customer-obsessed, with the ability to use insights to drive improvements to the customer experience.
Own your position as the subject matter expert in all things customer experience and operations and are excited to share your knowledge and expertise with the wider team and advise on where improvements can be made.

Core Behaviours

In addition to bringing your skills and experience to the table, you will be expected to meaningfully contribute to our culture by demonstrating the behaviours we value the most.

🌴25 days holiday, plus bank holidays

🛍️A generous product purchase scheme offering 75% discount on Lulu Guinness products, post-probation

🏦Salary sacrifice pension to maximise your take home pay  

📈Financial wellbeing and pension management platform through Mintago, giving you full control over your finances and free access to expert financial advice  

🩺Health cash plan via Medicash Proactive allowing you to claim back costs relating to healthcare expenses such as optical, dental and physiotherapy treatments

✈ The opportunity to work from abroad for up to 30 days per year
🤓1 study day per month to spend in whichever way is most beneficial to you, be it attending a conference, watching a webinar, focusing on researching a key topic, or undertaking a training course.

💻Remote working model which gives you the freedom to work from anywhere in the UK. We balance remote working with occasional in-person collaboration in our office based near Green Park, London. While there are no imposed requirements for office-working, you are more than welcome to work onsite if and when it suits you.

Please note that while this is a remote role, you must be based in, and have the right to work in the UK. Candidates without the right to work in the UK cannot be considered for this position.

⚖️Flexible working, allowing you to tailor your workday around your personal life, giving you meaningful work-life balance

Lulu Guinness remote jobs

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Customer Experience & Operations Manager (Remote, UK)