Senior Customer Success Manager (Maternity Cover)
Department: Customer Success
Employment Type: Fixed Term - Full Time
Location: Head Office
Reporting To: Data and Insight
Description
The Customer Success Senior Manager’s role is to:
- Manage the Customer Success team, to respond in an appropriate and timely way to
customer enquiries and complaints; provide first line support to our restaurants.
- Feedback customer comments/ suggestions/ complaints to our teams so that we can make changes and improve our business.
This is a fixed-term maternity cover position, with the duration aligned to the period of maternity leave.
What you'll do at Pasta Evangelists:
Deliver customer experience appropriate to our premium brand
- Ensure that our SLA targets are met/exceeded.
- Customer responses are delivered in an appropriately professional manner and in line with brand guidelines and policies.
- Assess agent responses and ensure quality & alignment with brand guidelines and policies, identify and deliver any (re)training.
- Identify customer pain points and act as an ‘agent for change’ to resolve these partnering with other teams in our business.
Retain, train and develop our team of customer success agents
- Performance manage our team based on productivity and service quality targets.
- Improve team productivity through automation.
- Identify training and development needs and deliver/ facilitate training.
- Support team members in their personal & career development.
Manage the working relationship with our outsourced customer success partner
- Assess performance vs SLA.
- Ensure costs meet or better than budget.
- Develop our support model/ partners to encompass the latest technologies eg AI
Who you are:
- You have previous experience working as a Customer Success Manager.
- You have excellent verbal and written communication skills in order to build rapport with customers, understand their needs and effectively conveying information and solutions.
- You have the ability to empathize with customers, understand their challenges, and
genuinely care about their success is crucial.
- You are able to establish trust, maintain open lines of communication, and collaborate
effectively with customers to drive mutual success.
- You have strong analytical skills that allow you to gather and interpret customer data,
identify trends, and make data-driven decisions to improve customer outcomes.
- You are a team player, collaborating effectively, and maintaining good internal relationships are crucial for coordinating efforts and delivering exceptional customer experiences.
- You will manage multiple customer accounts simultaneously, prioritizing tasks, and meeting deadlines.
- Your strong organisational and time management skills ensure that you can juggle competing priorities effectively and deliver results.
- … A pasta lover!
What we can offer:
- Competitive salary to attract best talent
- Join a dynamic, fast-moving & diverse team
- Discount at our counter and restaurant in Harrods
- Regular team socials and pasta tastings
- Free Pasta Evangelists products
- Referral bonus Scheme
- Cycle to work scheme
- 25 days of paid annual leave (plus bank holidays)