Customer Experience Executive

About Oh Polly:
Founded in 2015, Oh Polly creates high-quality, innovative designs that are trend-driven, meeting our customers’ needs in an ever-evolving market without compromising on our global responsibility and ethical values. Our business model is social first, centred around our industry-leading Instagram and Facebook accounts. 2020 saw the launch of Bo+Tee, Oh Polly’s much-loved gym and activewear brand, followed by the launch of Neena Swim in 2021, focusing solely on stylish swimwear. Fast forward to 2023 and we now have a combined following of over 8 million across the brands, selling products in almost every single country around the world. Operating via offices in Glasgow, Liverpool, London, Los Angeles, Dhaka and Guangzhou, the business has over 300 employees in the UK and 1500 directly employed worldwide. As we continue to expand our global presence, we are looking for talented, driven, and ambitious individuals to join the Oh Polly team! Here, you can expect an environment to flourish, develop and take your career to the next level.

Job description:

An exciting opportunity has landed as we expand our Customer Experience team in Bromborough. We’re seeking an enthusiastic and innovative individual to join us and help elevate the Oh Polly customer journey.

Responsibilities:

• Explore the latest CX trends and available technologies, gathering ideas to help Oh Polly stay ahead of the game
• Mystery shop our competitors and businesses from other industries
• Reviewing our website and app for continual improvement, identifying pain points in the customer journey and finding ways to exceed customer expectations
• Conduct research into customer behaviours and expectations in international markets
• Understand the Oh Polly customer in depth by; mapping customer journeys, creating profiles and communicating with our customer base
• Analyse and interrogate e-commerce data to help identify opportunities for improvements
• Assist the team in managing our CXM platform, closing the loop on customer surveys and monitoring our dashboards
• Analyse data such as audience, acquisition, behaviour, and conversions to generate insights and reports for marketing, UX, and overall strategy
• Dive into customer feedback and seek ways to improve our NPS and Trustpilot scores, to an industry leading level

The candidate:

We are looking for a candidate that is passionate about delivering an excellent customer experience and that will put the customer at the heart of everything you do.

In a fast-paced environment, you’ll be eager to take on new tasks and projects each week, bursting with new ideas to bring to the table. You’ll LOVE a challenge and be a problem solver who thrives on turning one-time customers into lifetime advocates.

High performing, motivated with a can-do attitude, you’ll be proud to see your visions come to life and happy in the knowledge you play a huge part in the growth of an ever-evolving global fashion brand.

Requirements:

• 
  Must have a minimum of 1 years’ experience in Customer Experience

• Educated to degree level
• Strong communicator
• Personable and approachable
• Organised, with attention to detail
• Confident in prioritising tasks and using initiative
• Able to investigate, dissect, and interpret online retail performance
• An understanding of web-analytics tools, such as Google Analytics
• Adept on Excel and PowerPoint

What’s on Offer?

At Oh Polly, we recognise that work isn’t just that pay check at the end of the month. We have worked hard to encourage and nurture a positive, creative and healthy working environment.

That’s why we offer:

• 50% discount on all Oh Polly products
• Corporate Gym Membership
• Company Pension
• Free Tea/Coffee onsite
• Free Fruit delivered weekly

Specifics:

Start Date: Immediate

Salary: Up to £30,000

Location: Bromborough (20 minutes drive from Liverpool City Centre)

Excellent opportunities for career progression.

Application Form

If you think this job is for you and would like to proceed with your application, you should take some time to answer the screening questions to follow as though you are a Customer Service Assistant! This will give you an insight into what our Customer Service team can be asked on a daily basis.

All the information needed is available on our website: www.ohpolly.com.

Good luck!

Please note that due to the extremely high volume of anticipated applicants, unfortunately only successful candidates will be contacted.