Our client is a market leader within the food and beverage industry based in High Wycombe.

They are looking for an Online Customer Relationship Manager for their E-commerce team based at their head office in High Wycombe.

As part of this team you will contribute to bringing their business into the digital age and through this be better connected to their customers as well as provide a platform to promote the company on a larger scale – allowing them to reach new customers and build their profile within the industry and beyond.

The Online Customer Relationship Manager will become the online customer champion, working with the business to drive change in their processes and operation to improve the customer experience.

You will work with the Head of E-commerce to create, develop and implement the online customer service strategy and through coordinating and supporting the depot online service advisors ensure online customer needs are fulfilled.

You will also be responsible for collating and analysing customer data as well as working with colleagues and customers to understand and resolve problems. You will make recommendations for action and implement in order to improve the customer experience. 

To be successful in this role, you will need:

• A confident, understanding and empathetic approach with a passion for all things digital  
• Excellent interpersonal and communication skills, as well as an ability to work well in a team
• Experience of working with customers, preferably in an online service, e-commerce environment especially from a customer relationship management perspective
• Strong skills in Microsoft Excel and analysing data is essential
• Experience of Google Analytics is preferred
• Strong written and verbal skills essential and confident in responding to customers on both the phone and via e-mail
• Ability to manage own workload and take the initiative
• Confident to challenge and influence so as to provide excellent customer service and make improvements
• Working knowledge of Microsoft Office and ability to quickly learn internal systems

This is an 18 month fixed term contract position (pro rata salary paid every month) but may become a permanent role within the E-commerce team.