Head of Customer Experience
4d ago

About Supernova

We are the fastest growing health & beauty social e-commerce company. We build health and beauty products for a new generation of women worldwide.

Independently owned with a global marketing reach and offices in London, LA, Singapore, New Delhi and Melbourne, we connect with over 12 million women on social media every week.

Our brands include Sand & Sky, BodyBoss, SkinnyMint and Coco & Eve.

About Supernova’s Internal Engine

  • Together we create Superstars! Our three company pillars are guided by this motto : Our product and brands are of the highest quality and within the top five in their category;
  • our customers are the focus of our actions and their lives improve with our products; our talent and employees grow and develop within Supernova.

    This means that investing in hiring, developing and retaining the brightest minds in the world is a top priority. Living our core values of #MakeAnImpact, #TalkAboutIt, #SeekNewOpportunities, #DelightAndSurprise and #MoveForwardTogether creates a unique culture across five different time zones and allows us to realise the enormous potential of this exciting industry.

    If you’re an ambitious, smart, natural collaborator who likes taking risks, influencing, and innovating in a challenging hyper-growth environment, we’d love to talk to you about joining our team.

    About the Job

    The Head of Customer Service manages the Customer Service teams and CS strategy across the portfolio of Supernova brands.

    Paramount to this is driving a high end Customer Experience for customers. You will manage the CX process and continuous improvement of this across the business with the main KPI being CSAT Scores (Customer Satisfaction) by brand.

    You will be responsible for managing a team of on-site customer service managers and off-site agents to deliver fast paced and high quality responses to customer enquiries over a number of platforms including zendesk chat, email, review sites, amazon, facebook and instagram posts.

    There is a strong focus on maintaining SLAs and achieving OKRs which includes strong cross functional coordination to resolve issues impacting the Customer Experience.

    Customer Service is expected to continue pushing into the latest technology to leverage tools like AI and bots to deliver the best possible self service and seamless communication with customers possible.


    Customer Experience :

  • Lead the Customer Experience across the organisation through review of the full journey including all touchpoints (Acquisition, Website, Checkout & Payment, Customer Enquiries, Delivery, Loyalty) to maximise the Customer Experience.
  • Work effectively with all peers and teams in Finance, Marketing, Operations and IT to negotiate and influence customer improvements.
  • Improve CSAT (Customer Satisfaction), average response time, average resolution time and other Customer Metric.
  • Increase the rate of repeat purchases through return customers as a result of excellent Customer Experience.
  • Ownership of Online Payments & Checkout to deliver the best possible Customer Experience. This demands high cross functional involvement with product, finance and customer service.
  • People Management :

  • Strategically lead and develop a customer service team to enhance performance by setting clear KPIs and measuring against these on a regular basis to manage team performance.
  • This includes team structure and tasks, recruitment, performance management, team building, succession planning, mentoring, training and performance reviews.
  • Identifying and providing feedback through 1 : 1s, effective use of personal development plans and provision of coaching & development opportunities
  • Strategy & Management :

  • Review industry best practices and benchmarks to ensure Supernova CS is always efficient in their setup and operation across Customer service.
  • Set strategy on how to best structure the CS team to respond to volume requirements during peak periods.
  • Establish and maintain efficient and effective Customer Service processes and standard operating procedures for the organization and its internal and external customers.
  • Drive the global customer service strategy and ensure cross functional integration, management and planning for the best Customer Experience throughout the organization.
  • Own the global customer service blueprint and ensure continuous improvement processes to enhance service levels and deliver cost savings to reduce the cost to serve customers.
  • Continuous Improvement :

  • Ensure the team is continuously trained and capable of maintaining high quality communication across all brands and platforms.
  • Identify new tools and technologies to better serve the customer
  • Continually develop improvements and lead change projects
  • Use customer insights and analytics to identify company wide improvements and present these to Leadership
  • You!

  • 5+ years in relevant proven experience in a Head of customer service or Customer Experience Head position
  • Bachelor’s degree in Business Administration or relevant field
  • Ecommerce experience is mandatory
  • Start-up experience is a plus
  • Proficiency in Microsoft Office and customer service software
  • Outstanding written and verbal communication skills
  • Strong experience of management practices and techniques
  • Excellent leadership and interpersonal skills
  • In Return you will get :

  • Flat hierarchy and co-operative international working environment.
  • Lifestyle Spending Account
  • Health Insurance program
  • Competitive package
  • This position is available immediately. All applications will be treated confidentially.

    Only successful candidates will be contacted.

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