Footasylum
Customer Experience Manager
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Description
The Customer Experience Manager is the strategic link between Footasylum and our outsourced contact centre partner. You will own the partner relationship end-to-end – setting shared goals, maintaining open communication, and driving joint accountability for customer outcomes. Your focus: make every customer interaction count. You will use sentiment analysis and Trustpilot performance as core measures of success, translating insight into action with your outsource partner to continuously raise the bar on customer experience.
Responsibilities
- Delivering an experience every time, you interact with one of our Customers, not just fulfilling a transaction
- Interacting with our Customers through Web Chat, WhatsApp, Email and over the Phone
- Champion a ‘one team’ culture across Footasylum and the outsource operation, ensuring brand values and customer-first principles are embedded in every interaction
- Customer Sentiment & Trustpilot Performance
- Help our customers get the best resolution to their query, whatever it is
- Be the expert, coaching other members of the department to understand best practice across all responsibilities.
- Ensure the partner delivers against agreed SLAs for response times, resolution rates, and customer satisfaction
- Analyse AI agent containment and handover friction; work with the Operations Support team to optimise automation without compromising experience
- Drive ‘right first time’ resolution and reduce repeat contacts through coaching, process improvement, and knowledge sharing
- Oversee forecasting and capacity planning with the partner to meet demand across peak and BAU periods
- Stakeholder Engagement
- Represent the voice of the customer internally; engage the wider operations team, the digital team and product teams to resolve systemic issues
- Build strong relationships across brands and departments, positioning the contact centre as a value driver rather than a cost centre
- Compliance & Escalation
- Monitor sentiment, NPS, or review-site performance
- Strong commercial awareness and the ability to balance customer outcomes with operational efficiency
- Excellent stakeholder and relationship management skills at all levels
- Confidence in challenging the status quo and championing new ideas
- Data literacy – comfortable interpreting sentiment dashboards, Trustpilot analytics, and operational MI
- Coordinate with profit protection and returns to ensure best practice is adhered to on all processes
- Collate, record and analyse all claims data across FA brands and Seven, acting as the expert understanding costs to the business, cost to the customer and our loss overall
- Ensure that all claims are investigated fully and that learnings are taken where possible, ensuring trends are understood in full and communicating these across the CX management team
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The Teams
Our Customer Experience department is powered by doing what’s best for our Customers, however they choose to get in touch with us. We use Whatsapp, Social Media and Live Chat to speak to our Customers predominantly, but Customers still like to use Phones and Email to speak to us too.
There is an established team in place and you will work directly with them to help create the best Customer Experience possible. Footasylum is a business that believes in our Customer Experience staff and there are numerous examples of our team members being successfully promoted throughout the company into senior positions.
About You
We need to bring in people with a passion for what we do. Someone that can understand our brand and why it's important to our loyal Customers.
You'll have to have a genuine enthusiasm for creating exceptional Customer Experiences and be ready to put in the hard work to help us achieve our ambition of being the best at what we do.
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Experience of Contact Centres or Fashion Retail is not essential though if you already work in our stores then we specifically want to hear from YOU. What is essential is your ability to care about what we do, focus under pressure, to learn new systems quickly and be flexible to work shifts.
Speaking with our Customers, delivering an exceptional experience every time. You'll be finding ways to solve issues that they have without losing focus of the need to show them you genuinely care.
Diversity
We recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are providing service to our Colleagues and Customers. We know that this will help us build a great service, which our Customers will love. This is great news for our business. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences.
Recruitment Process
We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity for you.
Requirements
- Experience in providing customer service support
- Proficiency in English
- Working knowledge of customer service software, databases and tools
- Ability to think analytically and to influence
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Experience of using Microsoft excel for reporting/analytical purposes (ideal but not essential)
- Must be able to work shifts, Monday - Sunday
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