Job Description

What does our Customer Experience Executive do?

Our Customer Care team are integral to our success. Without our customers, we do not have a business. They are the frontline for questions, feedback and support, ensuring every interaction reflects the high standards we set for our brands.

We are looking for a Customer Experience Executive to support the operational engine behind customer care. This role sits at the intersection of Customer Care, Operations, Ecommerce and Finance, ensuring the systems, processes and partnerships that support the customer journey run smoothly. Working closely with the Customer Care Manager and Customer Care Supervisor, you will help resolve complex operational issues that impact customers, manage key customer experience tools and support our marketplace relationships. Your work will ensure the wider Customer Care team can respond quickly, accurately and confidently to customer queries.

This is a highly practical role for someone who enjoys problem solving, digging into operational issues and coordinating across teams to get things fixed quickly. You will investigate delivery and fulfilment problems, manage chargebacks and marketplace escalations, monitor operational performance and identify recurring issues that affect the customer experience.

Success in this role comes from being organised, proactive and detail focused. You will spot patterns, escalate risks early and ensure that both customers and internal teams have the information they need to resolve issues quickly.

For someone early in their career who wants to develop a deep understanding of ecommerce operations and customer experience, this role offers exposure across multiple areas of the business and the opportunity to make a real impact.

Responsibilities

Customer Care Operational Support

• Act as an operational support partner to the Customer Care team, providing guidance on complex order and operational queries.

• Coordinate with internal teams such as Operations, Ecommerce and Finance to resolve issues that impact the customer experience.

• Support the team in handling escalations and complex cases that require investigation beyond standard customer support processes.

Order, Fulfilment and Delivery Issue Resolution

• Investigate fulfilment and delivery issues impacting customer orders, including dispatch problems, mispicks, damaged orders and delivery disputes.

• Coordinate with Operations and logistics partners to ensure issues are resolved quickly and accurately.

• Support internal coordination during operational incidents such as courier disruptions or fulfilment delays to ensure the Customer Care team has clear updates and messaging for customers.

Chargebacks and Payment Disputes

• Manage customer chargebacks and payment disputes across relevant platforms.

• Coordinate investigations with internal teams where required and ensure evidence is compiled and submitted accurately.

• Track dispute trends and highlight any recurring issues that may require operational improvements.

Marketplace Performance and Escalations

• Act as the primary point of contact for marketplace operational support relating to customer experience.

• Monitor key marketplace service metrics including ticket response times, late dispatches and delayed orders.

• Manage escalations or breaches in marketplace SLAs to protect account health and performance.

• Support the launch of new marketplaces by helping establish Customer Care processes, operational workflows and SLA monitoring.

Customer Experience Tools and Systems

• Oversee key customer experience tools such as returns, subscription and warranty portals.

• Ensure these systems operate smoothly and support efficient handling of customer queries and processes.

• Identify opportunities to improve workflows, reduce customer friction and minimise churn.

Ecommerce Feedback Loop

• Work closely with the Ecommerce and Marketplace teams to identify and escalate customer reported issues relating to the website, checkout and product listings.

• Support the investigation and resolution of issues that affect the online customer journey.

• Help surface opportunities to improve the customer experience and reduce unnecessary customer support contact.

Operational Insights and Continuous Improvement

• Track recurring operational issues and customer trends across support channels.

• Surface insights to the Customer Care Manager and Operations team.

• Support improvements that reduce repeat issues and strengthen the overall customer experience.

Internal Orders and Samples

• Manage and ship internal and sample order requests from the office for Customer Service, Marketing and other internal teams where required.

• Ensure these requests are fulfilled accurately and in a timely manner.

Ideal Candidate

• Around 1 to 2 years experience in customer care, customer experience or an ecommerce support role.

• A people focused individual who is empathetic with customers and colleagues and communicates clearly in both written and verbal formats.

• Highly organised with strong attention to detail, particularly when managing customer issues, operational processes and system updates.

• Comfortable working cross functionally with teams such as Operations, Ecommerce and Finance to resolve issues and improve the customer experience.

• Experienced in handling customer queries and escalations within a fast paced environment.

• Familiar with ecommerce platforms such as Shopify and customer service tools such as Gorgias, with the confidence to quickly learn new systems.

• Curious and proactive, with a natural tendency to investigate problems and identify improvements.

• Calm and solution focused when dealing with operational issues that impact customers.

• Someone who takes ownership, follows through and ensures problems are fully resolved.

One Retail Group

One Retail Group is an international online retailer, brand owner, and marketplace specialist. Our story is humble, growing from a single product launched in 2013, we now own multiple brands in the home appliance, lifestyle and personal care categories. Our future is exciting as we strive to launch onto new platforms and expand our operations even further across the globe.

We work at pace, we learn fast, where necessary we fail fast. This role will provide you with the chance to leave your mark and make a difference to a very exciting company. We’re proud of our collaborative team and continued high standards as we work together to achieve our shared ambitious goals.