Customer Experience Executive

Life is short, make it count. Liforme is a company with boundless ambition and we fundamentally believe that we can change the World significantly through our business. Through challenging the norm and pushing boundaries, we are on a mission to make better products that are truly environmentally conscious, with a supply chain and business practices that are genuinely ethical and socially just. A company of leaders and innovators, who will do whatever it takes to fulfil our mission. Our core products will always be best in class, truly useful and properly made. We will always keep innovating, and we will always give back to the world. We also passionately believe in promoting a healthy work-life balance, and workplace happiness is at the core of our culture.

In less than 5 years, we have shipped our innovative and market-leading Liforme Yoga Mats to people in 90+ countries and in every single US state, and we’ve given much back to the World along the way (including through our official partnership with the leading Environmental conservation charity Friends Of The Earth).

We are a dynamic, fast growing, privately owned and digitally-led company based in London with a huge amount of exciting things in the pipeline.  We are now looking to grow and strengthen our team with like-minded, bright people.

As Customer Experience Executive, you will be part of our crucial front-line team liaising directly with potential, new and existing customers, as well as dealing with our operational partners. Your role will be to provide an exceptional service to help efficiently drive and support growth in a fast-growing global brand.  An integral part of our customer Experience team’s mission is to engage with our online community,  helping to generate sales and business development leads for our company.

You will report directly to the Customer Experience Manager and will work closely with other members of the team. You will also take part in a variety of office management activities, and will assist other team members in the office where necessary.

There is ample scope to grow within the role, take on supervisory and management responsibilities and build a fascinating and diverse career within our company.

Main Responsibilities:

  • Building outstanding customer relationships to provide the best possible service to our global customers within the Yoga community
  • Liaising with international warehouses and couriers to ensure seamless customer experience through the operational processes
  • Responding appropriately to all questions and queries within the designated time frame across multiple written channels of communication including email, social media, live chat, online messaging, review responses, public Q&As
  • Managing customer relationships across different social media platforms
  • Conducting ongoing community engagement to gather sales leads  to support business needs
  • Managing customer databases
  • Mentoring & training junior members of the team
  • Leading research and managing projects to ensure that our company are utilising all available technology and techniques to provide an exceptional customer experience
  • Organising and handling general office management tasks
  • Varied ad hoc support to other members of the Team including the CEO where required

Skills/Attributes:

As Customer Experience Executive you must be a highly motivated self-starter with outstanding organisational skills and an ability to multi-task. In this role, will have the opportunity to make a serious impact on the growth of our business. You should be proactive, good with people and confident in leading the way within a fast-moving team.

Essential:

  • Outstanding customer service skills and a genuine desire to go above and beyond
  • Proven track record of delivering great customer experiences with relevant previous experience in the Customer Experience sector
  • An ability to think strategically and see the wider context and deeper significance of daily tasks
  • Ability to work autonomously within an agreed remit to manage workloads and turnaround of work
  • Great problem solving skills and a dedication to finding the most efficient but complete solution to issues as they arise
  • Excellent writing and communication skills with a friendly disposition
  • Excellent academic record
  • Highly personable and able to fit in with a hardworking and dynamic team
  • A common sense approach, a willingness to learn and a hard-working nature to get the task done
  • Relevant experience maintaining Customer databases
  • Proven previous experience of office or administrative work

Your personality:

  • Highly personable and able to fit in with our hardworking and dynamic team
  • An ability to spot new opportunities and present these to management
  • Outstanding communication skills
  • Ability to adapt quickly and efficiently
  • Ability to multi task and cope well with pressure
  • Great planning and organisational skills
  • Proactive and energetic attitude 

Bonus (but not essential- you could easily be trained):

  • Experience working in a start-up/fast-paced business environment
  • Experience mentoring and leading junior members of staff
  • A passion for yoga, wellness and fitness 

You will have the opportunity to work in our amazing brand new architect-designed office space in the heart of Camden Town in North London, with perks including:

  • Trendy, spacious and convenient office, with easy transport links and all that Camden Town can offer nearby
  • Good holiday allowance
  • Healthy office environment with organic fruit, great tea and coffee and healthy refreshments provided
  • A sociable office environment with regular work social events and working with a young and dynamic team
  • On-site yoga and leisure space
  • Working for a socially responsible and eco-friendly company that is all about challenging norms and striving to make better things. The organisation is committed to working with good business ethics, internally and externally.
  • Real hands-on experience, responsibility and the opportunity to learn, develop and thrive. Encouragement to truly contribute, challenge norms and set new standards. If you have the right enthusiasm and integrity, you will be provided with exciting ways to be part of shaping the future of our ambitious company
  • Encouragement of a good work-life balance.

Salary: competitive/dependent on experience 

We’re looking forward to hearing from you!  

TO APPLY

Initially, please send specifically:

  1. your CV; and
  2. EITHER 100 words OR a 1 minute video that best describes you and your career aspirations 

to jobs@liforme.com

Salary: competitive/dependent on experience

We’re looking forward to hearing from you!