CRM & Loyalty Manager

Posted Date: Mon, May 24, 21
Closing Date for aplication: Sat, Jul 24, 21
Reporting into the CMO, this role will be responsible for helping to shape the customer strategy, planning and executing business as usual email campaigns as well as Boho Locs’ triggered customer communication journeys. This role is additionally responsible for the efficient management and ongoing optimisation of our new Customer Advocacy Programme, the Boho Sisterhood.
The right person will be customer-obsessed and data driven, bringing analytical thinking to the role and wider team. ...


Responsabilities:
- Lead operational delivery, optimisation & reporting of all email campaigns, including performance metrics & ROI.
- Briefing all copy and creative requirements to the creative team in a timely manner. Checking all creative for accuracy and tone of voice.
- Develop and deliver initiatives to grow the email marketing database and drive customer account openings.
- Using database management platform to run and segment data, creating custom audiences for email and for marketing colleagues e.g. Performance marketing.
- Work with CMO to develop, plan, create & deploy effective, automated life-cycle campaigns.
- Leverage data and customer insight to constantly improve our customer journey and channel ROI.
- Build, run and refresh weekly and monthly customer data and CRM reports for use by the wider team.
- Manage all aspects of the Boho Sisterhood (customer advocacy programme) – adding new tasks, updating rewards, collating survey results etc. – ensuring delivery of a highly engaging consumer experience. Role KPIs – Loyalty and CRM metrics incl. CLTV; campaign ROI.


Required Education, Skills and Qualifications:
- Confident with data and an understanding of campaign analytics
- Functional skills (Klaviyo experience)
- Highly analytical
- Bias for customer insight/ data-based decision making
- Commercially aware, with strong organisational and planning skills; has excellent attention to detail, creative and numerical skills, and is a confident communicator
- Creative with a customer-first approach


Benefits:
No direct reports.
Salary dependent on experience.


Location:
The role is open to candidates in the UK. Currently remote working; eventual return to office in London.


If this sounds like you, send your CV at jobs@boholocs.com

Customer Support Representative

Posted Date: Wed, May 26, 21
Closing Date for aplication: Mon, Jul 26, 21
Boho Locs is in search of a Customer Support Representative to join our fast paced, fast growth company.
If you love keeping customers happy and have an interest in e-commerce then this could be the role for you. You will have a track record of offering amazing customer service each and every time, preferably in the beauty sector but not essential.
In this role you will report to the Operations Manager, ensuring customers are responded to efficiently within the agreed SLA. This is an exciting, full-time, fast paced role, perfect for those looking to join an exciting beauty scale up. ...


Responsabilities:
- Delivering excellent customer service! We always go above and beyond for our customers.
- Answering general customer enquiries and questions with speed and accuracy.
- Building Social engagement by commenting on all social platforms in a timely manner and in accordance with the brand tone of voice.
- Managing nano and micro influencer relationships all the way through from initial contact to content receipt (under guidance of the Brand Marketing team)
- Using Shopify and E-fulfilment to track and manage orders.
- Handling all returns and exchanges and communicating efficiently to customers their statuses.
- Quickly and efficiently resolving order or shipping issues or updates.
- Implementing end to end solutions to common customer service related problems.
- Dealing and resolving customer complaints efficiently with a positive outcome to the customer.
- Weekly report in to Ops. Manager on customer feedback and how we can improve the customer experience.
- You will be expected to familiarise yourself with the product in order to provide customers with the best service possible. Full training will be provided.
- Ability to work to targets in order to hit company KPIs.
- Weekly reporting to Ops. Manager on CSAT, response time and quality assurance.


Required Education, Skills and Qualifications:
- 2+ years customer services experience
- Must be organised with attention to detail
- Strong communication skills and computer literacy
- Have experience working towards KPIs
- Good knowledge of Microsoft Excel, GSuite and ticketing systems
- Experience of dealing with complaints
- Strong problem solving skills with the ability to take initiative
- Ability to work independently


Experience:
- Advanced Excel knowledge
- Previous experience in a beauty brand.
- Experience with Zendesk and Shopify software
- Social media experience/ community management
- Influencer relationship management


Location:
This role is open to candidates based in the UK or the US.


If this sounds like you, send your CV at jobs@boholocs.com