Customer Experience Executive

Manchester, Salary:Negotiable

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About Social Chain

This is Social Chain. A global social media agency. We deliver tangible results that have a long term transformational impact on progressive brands. We use the latest technology to drive strategy, the right minds to inspire creativity, and over 386 million people to maximise distribution. We currently have offices in Manchester, London, New York and Berlin. Interested in joining us? We’re always looking out for the next generation of talent to join our expansive team of creatives. We’re not looking for generic CVs, we’re looking for originality and a proven passion that grabs our attention.

Job Description

We’re looking for an enthusiastic Customer Experience Executive to join our E-Commerce
team to support with customer experience and service management across multiple brands.
Reporting into the Head of Marketing, you will be responsible for solving our customers’
problems and driving forward systems and processes that create truly incredible
experiences, whilst ensuring we deliver best in class social customer experience.

Key responsibilities:
Implement and manage customer experience tools and workflows.
Manage, respond to and effectively resolve customer service queries.
Integrate customer experience tools with social media and e-commerce platforms.
Use technology in order to create innovative experiences within social media and across our
websites.
Regularly report on customer experience KPIs, taking responsibility for improving our overall
service level.
Manage technical integrations between softwares and tools, whilst thinking tech-first to
advance our operations.
Liaise with the Innovation and Messaging teams to create incredible customer journeys.
Interact with the CRM team in order to understand our customers and improve experience,
with the aim of impacting upon customer retention.
Ensure stock is in the right place at the right time in order to fulfill our customers’
expectations

Candidate Requirements

Extremely organised.
Ability to prioritise workload and handle multiple problems at once.
Good communicator, with strong literacy skills.
Interested in creating great experiences, thinking outside of the box in order to do so.
A people person, with a natural desire to make others happy!
Passionate with an eagerness to learn and develop.