Customer Journey Manager

About the job

You will be working for Total Clothing, part of the Monkhouse Group. The job is one of huge importance in delivering on one of our core values.

As Customer Journey Manager, you will manage multiple stakeholders from customers to colleagues. You will be responsible for the smooth running of the office and on-site shop on a daily basis. You will need to have good judgment and ‘make the right calls’ in being able to identify and resolve complaints before they are escalated further. In addition to this, you will need to have a ‘positive energy’ to motivate your colleagues and ensure that an excellent journey is felt by all customers, both in-store and online Ultimately you are the glue that brings all stakeholders together seamlessly.

Your tasks will include:
Working closely with the Production Manager and General Manager being “in it together” to ensure “service is everything” and the site runs as efficiently as possible.

Believing there are “no limits” and going above and beyond to deliver excellent, industry leading customer service.

Delivering our “service is everything” promise in line with our “customer journey”.

Continually learn new concepts and be flexible in your work to ensure we continue performing highly and demonstrating our “no limits” company belief.

Be highly organised at all times, being aware of company store processes and rotas.

Interview, hire, and induct new members of the team for the office and shop, including seasonal colleagues during our peak trading season.

Explore new ways that the shop can be adapted to enhance the customer journey in store.

Monitor and encourage feedback from customers on a regular basis and implement changes where needed based on said feedback.

Be a point of call for our production team for any issues that may arise, whilst working to find the best outcome for everyone involved.

Your attributes will include:
Enjoy working on a fast-paced, rapidly evolving environment.

Be highly organised with meticulous attention to detail.

Be self-motivated with a can-do attitude.

Have experience managing an office and a small team.

Love working with people!

Strong organisational skills.

Be flexible, we are a highly seasonal business meaning our summer months are much busier than our winter months.

Provide excellent customer service.

Be willing to learn new concepts and help in all areas on site when required.

Be able to adapt your working day at short notice to suit the needs of the business.

What’s my location?

We are located in Peterborough, a few miles from the city centre, with excellent public transport links and free parking.

We are quite unique in that our retail store, distribution center, and offices all sit under one roof making the business fully integrated.

What are my hours?

Flexibility is key!

On average we work on 37.5 hours per week with TOIL for any overtime worked during our peak season.

During our off peak season (October to March) we operate Monday to Friday, 9am to 5pm with no weekend work.

During our peak season (April to September) we operate Monday to Friday, 9am to 5.30pm and Saturday 10am to 4pm.

What does my team look like?

We are a team of 18 across our DC, retail store and office. Of these 18 colleagues you will have 5 reports with an increase to 12 during our peak season.

Our motto is to ‘work hard’ and ‘play hard’.

Other things you might like to know

You get your birthday off!

Unusually for retail, we close down at Christmas.

And during our winter hours, we finish early on a Friday.