The Invisible Collection
Customer Success Manager
Permanent
London, UK
We are looking for a Customer Success Manager to respond to Client enquiries and solve any issues they might face from the moment they order to after their piece(s) are delivered. This position is very client-facing, so excellent Oral and Written communication skills are required. Responsibility will be given to you from day one. In this role, you'll be expected to leverage strong Operational and Problem-solving skills with your creativity to ensure great service to Clients. You will collaborate with workshops and shippers daily to answer enquiries and resolve issues in a timely and effective manner. Based in a London HQ in Marylebone, you will report into the Head of Operations and will be working closely with Logistics & Procurement department and International Sales team. If you are interested in driving a positive customer experience, we are interested in speaking with you.
Level
Coordinator / Executive
Skills
English (Advanced)
French (Advanced)
Logistic Support (Advanced)
Sales (Advanced)
Languages
English (Fluent)
What you'll do
• Support Clients on any requests or issues that might occur in their journey (Production, transport or at Delivery).
• Be a Self-motivated, problem solver that will go above and beyond for Clients.
• Be a strong Communicator and negotiator adept at building relationships and collaborating across organizations (Suppliers, Shippers, internal teams) to solve problems.
• Reflect Invisible Collection’s expectations of Excellence, through outstanding Written and Oral Communication skills
• Manage After-sales and company-wide processes that will guarantee Client satisfaction targets are achieved. Implement new Client loyalty procedures (gifts, thanks, events).
• Work with our Tech team to set up a ticketing system to improve our response rate and accuracy.
What we are looking for:
• Fluency in English and/or French (other languages will be a plus)
• 2-3 years of experience in a Luxury / Design sector, within customer services and operations environment
• Master Degree from a Top Business School/ University, Purchasing degree is a plus
• Ability to work through tough problems with a rigorous and pragmatic approach
• Ability to manage and juggle multiple deadlines
• Demonstrate ability to work in teams and in a fast paced and challenging environment.
While at The Invisible Collection, you’ll enjoy...
• The people. You will be surrounded by some of the most talented, supportive, and kind leaders and teams – people you can be proud to work with.
• The learning. We invest in our leaders and associates. Not just product knowledge but building a personalized career plan with you so you continue to evolve and build your skills.
• The culture. As an ambitious leading e-commerce business, entirely founder-led, our reach is broad, and our impact is global. Yet we grow organically with a test and learn approach. It’s in our DNA to innovate and even disrupt to create the most wonderful shopping experience for our clients. You can unleash your creativity and reach excellency. You can learn and evolve because we empower you to be your best. You can be yourself because you are what sets us apart.
Level
Coordinator / Executive
Skills
English (Advanced)
French (Advanced)
Logistic Support (Advanced)
Sales (Advanced)
Languages
English (Fluent)
We are looking for a Customer Success Manager to respond to Client enquiries and solve any issues they might face from the moment they order to after their piece(s) are delivered. This position is very client-facing, so excellent Oral and Written communication skills are required. Responsibility will be given to you from day one. In this role, you'll be expected to leverage strong Operational and Problem-solving skills with your creativity to ensure great service to Clients. You will collaborate with workshops and shippers daily to answer enquiries and resolve issues in a timely and effective manner. Based in a London HQ in Marylebone, you will report into the Head of Operations and will be working closely with Logistics & Procurement department and International Sales team. If you are interested in driving a positive customer experience, we are interested in speaking with you.
What you'll do
• Support Clients on any requests or issues that might occur in their journey (Production, transport or at Delivery).
• Be a Self-motivated, problem solver that will go above and beyond for Clients.
• Be a strong Communicator and negotiator adept at building relationships and collaborating across organizations (Suppliers, Shippers, internal teams) to solve problems.
• Reflect Invisible Collection’s expectations of Excellence, through outstanding Written and Oral Communication skills
• Manage After-sales and company-wide processes that will guarantee Client satisfaction targets are achieved. Implement new Client loyalty procedures (gifts, thanks, events).
• Work with our Tech team to set up a ticketing system to improve our response rate and accuracy.
What we are looking for:
• Fluency in English and/or French (other languages will be a plus)
• 2-3 years of experience in a Luxury / Design sector, within customer services and operations environment
• Master Degree from a Top Business School/ University, Purchasing degree is a plus
• Ability to work through tough problems with a rigorous and pragmatic approach
• Ability to manage and juggle multiple deadlines
• Demonstrate ability to work in teams and in a fast paced and challenging environment.
While at The Invisible Collection, you’ll enjoy...
• The people. You will be surrounded by some of the most talented, supportive, and kind leaders and teams – people you can be proud to work with.
• The learning. We invest in our leaders and associates. Not just product knowledge but building a personalized career plan with you so you continue to evolve and build your skills.
• The culture. As an ambitious leading e-commerce business, entirely founder-led, our reach is broad, and our impact is global. Yet we grow organically with a test and learn approach. It’s in our DNA to innovate and even disrupt to create the most wonderful shopping experience for our clients. You can unleash your creativity and reach excellency. You can learn and evolve because we empower you to be your best. You can be yourself because you are what sets us apart.
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