Customer Experience Manager

Role - Customer experience manager.

East London Cloth is a textile company. Working only with high quality linens and UK based manufacturing we offer both fabric by the metre and a range of made to measure and ready made products.

Hours - Monday - Friday 9-5.30pm with occasional Saturdays.
Salary - £30,000 plus bonus - dependent on experience.

We’re seeking a highly organised, customer focused and commercially minded customer experience manager to work from our showroom in Bethnal Green.

The person - With a calm demeanour and excellent problem solving skills, you will be the first point of contact with customers and will seek to provide every customer with an exemplary and memorable experience, considering everything from the environment to being able to interpret their needs and make sure they receive the best possible path of help.

Telling our story - with strong listening skills, yet an ability to story tell and provide comprehensive advice and information. You will be able to interpret each customer’s needs, both in person, over the phone and by email and deliver prompt, insightful and confidence inducing customer service and product information.

Sales - An ability to recognise sales/upsell opportunities, contributing to the achievement of revenue targets. Building rapport with returning customers and understanding a flexible approach to ensure sales are secured. Communication is key and as the main point of contact between the customers and the rest of the team, you will ensure customer confidence by communicating effectively.

Problem solving - By using in house software and every line of information available, you will confidently be able to trace each customer’s order details and problem solve issues independently. By running the Monday meeting, you will knowledge of each sale and customer and be able to foresee issues.

Merchandising - Although the day to day base level customer service will be at the core of the role, there is also the opportunity to have creative control over the showroom space. With a hosting mentality, you will be able to curate an inviting environment, considering everything from smell to music as well as a comprehensive shopping experience and immersive visual environment. From creating shopping events and experiences to working with other brands, you will ideas of how to constantly keep the store at the forefront of customer’s minds.

The everyday - monitor and maintain an organised and tidy environment. Manage building services such as the cleaner and management of waste disposal.

Please note, this is not a design based role, we are looking for someone with a true passion for customer service. Knowledge of the textile industry preferred but not essential.