Customer Engagement Centre Manager

Description

Key Responsibilities

Manage day-to-day operations to meet service levels, quality standards, and overall customer engagement objectives.

Create and execute strategies to improve customer engagement and retention across multiple channels.

Enhance team performance through coaching, training, and data-driven performance management.

Track and analyse key performance metrics (KPIs) such as customer satisfaction, response times, and conversion rates, taking proactive steps to meet or exceed goals.

Collaborate with sales and online communications teams to deliver consistent, impactful messaging and a seamless customer journey.

Continuously seek process improvement to drive efficiency and elevate the customer experience.

• Stay ahead of industry trends, bringing innovative ideas to the table to keep our engagement strategies fresh and effective.
  
  In your first three months, you will:
  
Build strong relationships with your team and key stakeholders.

Recognise and celebrate successes to foster team engagement and morale.

Gain a deep understanding of the current team structure and operations and plan key areas of improvement.

• Start contributing to building your team with additional brilliant Customer Service Advisors!
  
  In your first six months, you will:
  
Develop a future-focused strategy for the CEC, aligning it with Arcavindi’s business objectives.

Lead a transformation of the team, ensuring we have the right people and processes in place, including multi-skilling and flexible resources.

• Continuously improve performance while embedding a culture of accountability, high performance, and high standards.
  
  In your first twelve months, you will:
  
Establish a fully integrated customer engagement function, partnering with all relevant business areas to ensure a seamless experience.

Implement a resource structure that supports growth, flexibility, and excellence.

• Drive the team to consistently hit performance targets and achieve tangible results.

Skills, Knowledge and Expertise

Expertise in sales, customer service, and digital communication strategies.

Excellent communication skills, with a knack for resolving conflicts and solving problems efficiently.

Proficiency in CRM systems and customer engagement platforms, with the ability to analyse data and spot trends.

Experience in omni-channel customer engagement.

A sales-driven mindset that balances growth with a strong commitment to customer retention and satisfaction.

• Experience in building engagement and recognition strategies within a sales/customer service environment.

What's in it for you!

You’ll be part of a team uncovering vintage and antique treasures every single day. Our amazing customers send us fascinating items from all over the country – and you’ll help give them a second life.

You’ll be contributing to something that truly matters. We’re building a sustainable, circular company that helps people declutter with ease – while finding new homes for pre-loved pieces full of history and charm.

The tools, resources, and support you need to succeed and grow. We’re big believers in self-improvement and will back you to become the best version of yourself.

A collaborative and supportive team. We’ve got each other’s backs, and we work hard to create a space where everyone feels safe, included, and inspired.

25 days of annual leave, plus great benefits.

Daily lunch with the team – on us!

• A fun, inclusive, and thoughtful company culture.

About arcavindi