POSITION PURPOSE
The Customer Service Manager enables Aesop’s delivery of exceptional customer service across our online platforms by building effective relationships at a market, Zone and global level and management of Aesop’s in-house team.
SUITABILITY
People who thrive in this role:
• Possess outstanding communication skills
• Possess exceptional leadership skills
• Builds partnerships with the right people in the business to drive results
• Enjoys analysing data to inform decision
• Motivated by commercial successes and growth and progression within a team
POSITION REQUIREMENTS
Experience
• Management experience in an Online Customer Service or Online Support
• Working with cross functional departments across a business
• History of upskilling or onboarding team members
• History of successful change management
• Highly desirable: omnichannel experience - working in both Retail and Online environment
• Highly desirable: experience in global ways of working
• Demonstrated experience in people development, effectively empowering team members to achieve their full potential and consistently driving collective success.
Knowledge
• Management of multiple online platforms
• Key customer service systems and software: Salesforce Service Cloud, Teams, Excel
Skills
• Handling escalations and triaging information to appropriate parties
• Coaching & feedback
• Managing underperformance
MAIN RESPONSIBILITIES
Brand - Masters brand and category knowledge
- Stays continuously up to date with Aesop’s positioning in the retail and online marketplace, to inform decisions and directions for the Customer Service Team that result in growth and commercial success
- Responsible for fostering effective collaboration with L'Oréal's internal departments to capitalize on the L'Oréal ecosystem's advantages, all while rigorously upholding and championing Aesop's unique brand integrity.
- Engage with Zone and global stakeholders to identify opportunities for marketing and promotional activations through customer service channels
Business - Ensures maintenance of key operational essentials within the team
- Identify areas where processes and systems require improvement and work with rmarket, Zone and global stakeholders to illicit change
- Drive strategic Customer Service service enhancements, acting as the project lead for critical implementations like customer service platform integration/migration and improvements/upgrading Order Management System (OMS).
- Closely monitors that the Customer Service Team adherence to all key Aesop and L’Oreal policy and processes.
- Works in close partnership with Assistant Customer Service Manager to manage sensitive and escalated cases.
- Manage any PR or Legal risk by identifying and escalating any issues present through Customer Service Channels.
Customer - Elevates seamless customer experience
- Resolve escalated customer complaints and issues, adhering to the Aesop Values, Communication Guidelines and escalation processes.
- Establish best practices by gathering and sharing insights from the retail and online counterparts (Retail Business Managers, North Asia Customer Service Managers) to drive the omnichannel experience.
In partnership with Assistant Customer Service Manager, introduce these best practices to the Customer Service Team. - Based on customer insights, diagnose challenges across omnichannel issues and take the lead in collaborating with internal stakeholders to implement solutions that enhance the customer journey.
- Liase with the Global DMI team to inform where the Customer Service Team would require further training, resources and further coaching in the following areas:
• Consultation and selling
• Product knowledge
• Third party marketplaces
• Live consultation
• Issue and risk Management - Establish and foster a partnership with Retail leadership to expose the Customer Service Team to working regularly in a retail environment, strengthening the omnichannel experience.
- Support the team in handling customer enquiries from third party marketplace customer to ensure consistency in experience across all Aesop online channels.
Performance - Drives self-performance and team development
- Tracks, reports from key datasets, cascading pertinent information to: • Global team
• Retail Team (by means of attendance monthly retail meetings, trade meetings)
• Customer Service Team - Analyse key performance indicators through key datasets, investigates and discusses performance on a regular basis to the Customer Service team to drive productivity and sales performance.
- Executes and reviews performance delivered through the Quality Assurance Programme in region by ensuring that:
• Customer Service Team are actively engaged in quality review
• Customer Service Team receive regular coaching and feedback on tickets from Assistant Customer Service Manager - Works with Aesop Online Business and Customer Service Manager to project headcount and resources to influence regional HR in recruitment of future customer service roles.
- In partnership with the Assistant Customer Service Manager, foster an invigorating culture of growth and development through acknowledging success, empowering the team and building strategic career development plans.
AESOP CAPABILITIES
This role is at the Operational level, which refers to contributors who deliver service and support directly to internal and external clients. The critical Aesop Capabilities for this role are (in order of priority):
Building Partnerships - Building and maintaining the relationships needed to achieve results.
• Shares information, resources, and experience and follows up on relationships to keep them active
• Proactively builds effective working relationships with people who can advance work goals
• Asks for others’ ideas and collaborates to reach a mutually agreeable solution
• Persists as needed to gain genuine agreement
Decisions and Direction - Analysing data and committing to a course of action.
• Recognises the need for additional information and asks questions to obtain it
• Examines data to identify problems, trends, and cause-effect relationships
• Generates options for action, develops decision criteria and selects the best course of action
• Makes timely decisions and takes action
• Involves others and considers their perspectives and ensures buy-in
Developing Others - Supporting others to grow and develop. Taking accountability for achieving goals, and tenaciously completing work of consistent excellence.
• Acknowledges progress, and contributions while emphasising accountability for development actions
• Engages and involves to clarify issues and causes and collaboratively develops a plan
• Shares suggestions for improvement and expresses confidence in the person
• Generates options for action, develops decision criteria and selects the best course of action