Customer Experience Manager

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Customer Experience Manager

Babylonstoren is looking for an experienced and detail-oriented Customer Experience Manager to oversee end-to-end order management, customer service, packaging innovation and team coordination across various departments and seasonal projects. This role is crucial in ensuring seamless customer journeys, efficient internal processes and high-quality execution across all operational touchpoints.

Requirements

• Minimum five years’ experience in operations, logistics or customer service management.
• Demonstrated excellence in both written and verbal customer-facing communication.
• Fluent in Afrikaans and English.
• Previous experience in e-commerce or retail environment would be advantageous.
• Thorough understanding of luxury brands within the retail space.
• Strong interpersonal and problem-solving skills.
• Demonstrable leadership and management capabilities.
• Experience working cross-functionally with warehousing, fulfilment, marketing and customer service teams.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Availability over certain weekends and public holidays.
  
  

Responsibilities

Order Management

• General online shop end-to-end order management, ensuring all orders are completed and incidents resolved on time.
• Ensure a streamlined order process and monitor the successful fulfilment of important orders.
• Manage Babylonstoren subscriptions.
• Troubleshoot and monitor daily deliveries and resolve delays.
  
  

Customer Service and Team Management

• Oversee daily customer service tasks ensuring premium customer service and professionalism in all communication.
• Manage the customer service team, including scheduling, leave and team performance.
• Develop and organise regular training for the customer service team.
• Set and monitor team goals and KPIs.
• Handle escalations, ensure concise internal communication and maintain internal FAQ platforms.
• Manage Wine Club subscriptions and coordinate related tasks.
  
  

Online Order Packaging

• Lead online packaging development and innovations, supplier setup and pricing negotiations.
• Ensure that packaging presentation and quality align with brand standards, while promoting cost savings per order.
• Work closely with the brand team and lead the introduction of new e-commerce packaging.
  
  

Corporate Relationship Management

• Maintain client databases, sign off on invoices and manage corporate order fulfilment.
• Liaise with Babylonstoren warehouses and assist with logistics.
• Ensure availability of packaging and collateral items.
  
  

Customer Experience Improvement

• Oversee and improve the overall customer experience across all touchpoints in the customer journey and find new ways to delight customers.
• Enhance the Help Centre and improve operational communication via all channels, including email, SMS and WhatsApp.
• Oversee quality control reporting and ensure product information clarity on the website, based on customer feedback.
• Streamline omnichannel offering.
  
  

Operational Liaison

• Ensure a smooth transition to peak season and the increase in daily deliveries and customer queries.
• Maintain an excellent relationship with fulfilment teams in the Cape Town and Johannesburg warehouses, especially the online delivery team.
• Instil a culture of customer focus in the business and operational teams and represent the voice of the customer in meetings.
  
  

Send your CV and salary expectation to [email protected].

Please note: Use the job title as the subject line of your email for us to process your application faster