Purpose of the Job
The role holder will split their time between two key areas with the objective of contributing to the creation of a premium customer service experience for our consumers who purchase both through e-commerce and in retail stores.
Digital Loyalty
A catalyst for Operational Excellence and execution of Loyalty within the Hudson Group. Operational excellence in this context spans from the technical platforms, direct customer touchpoints, campaigns, customisation & personalisation, post order, omnichannel, and all supporting business processes. This aspect will see the role holder enable and drive top line sales and bottom-line efficiency through the implementation and management of best-in-class loyalty operational practices.
Customer Service
To drive the regional transformation of the Consumer Service function towards a fully integrated, omni-channel consumer service function, with a strong digital presence. To be achieved by combining substantial (digital) technology & process efficiency gains, with consumer experience & lifetime value improvement, and supporting activities to help bring key strategic initiatives to fruition and reach Hudson’s performance ambitions.
Key responsibilities will include
- Handle all levels of customer complaints liaising with internal and external parties to find a satisfactory solution in a timely and efficient manner
- Lead, manage and deliver Consumer Service targets on a regional level within the boundaries of time, cost & quality
- Take ownership of the Hudson Privilege Reward program and increase the NPS and value of the program through better offerings to the end customer
- Drive new customer enrolment in the Hudson Privilege Reward program through comprehensive CRM Campaigns
- Collect and formalize business requirements, incorporating needs from both a retail and digital
- Proactively review existing procedures, identifying inefficiencies, and creating new ways of working to improve performance
- Manage the structured documentation of all processes and templates and ensure easy access to all staff members
- Coordinate tasks and activities with external resources
- Evaluate the performance of 3rd party customer service providers as well as individual staff members against defined goals and requirements
- Review and create communication templates and manage the translation to different languages
- Provide forecasts to internal and external parties for effective resource planning
- Provide forecasts for demand planning of orders and return behaviour
- Define an effective communication personalisation strategy based on user behaviour through the platform and deploy recency, frequency, and monetary value (RFM) based optimisations
- Carrying out segmentation of the database and devising remarketing strategies to monitor and maximise customer lifetime value (CLV) strategies ensuring maximum profitability
- Oversee the migration of all direct communications to lower cost mediums such as SMS and email
- Delivering and reporting of multi-channel CRM campaigns and programmes against set KPIs, budgets and timings.
- Create a/b/c and Multivariate test and learn strategies, and implement change & rollout plans
KPIs and qualitative measures
- CLV (customer lifetime value)
- Loyalty Engagement
- Loyalty Database size
- Close rate of open customer tickets
- Net Sales
- Gross Margin
- Cost Control
- Conversion rate
Knowledge, Skills, and Abilities
- Strong verbal and written communication skills, with the ability to influence at all levels
- Consumer-centric and data-driven performance mindset
- Flexibility and ability to work in a fast-paced environment
- Advanced analytical skills
- Experience working within a matrix organization or in a multi-language and multi-country role
- Experience working within loyalty programs
- Understanding of drivers for customer patterns and how external factors can influence these patterns
- Experience of and passion for digital transformation
Requisite Education and Experience/Minimum Qualifications
- 3-5 years working experience in managing eCommerce and retail operations
- 3-5 years working experience in managing the Customer Service.
- 2-3 years of experience in managing a team, as well as 3PLs, Logistics providers or/and Call Centres
- Competent in both verbal and written English with an additional European language considered a plus
