Wellness Customer Services Manager – Health, Wellbeing & Lifestyle Start-up

Job Title: Experienced Wellness Customer Services Manager
Company: Conscious Spaces
Location: Falmouth, Cornwall (Hybrid possibilities globally)
Job Type: Full-time

Overview

Conscious Spaces, a leading provider of health and wellbeing products and conscious living environments, is seeking an experienced Wellness Customer Services Manager to join our passionate team. The ideal candidate is not just a seasoned customer service and natural sales professional but also shares a genuine interest in health, wellbeing, and conscious living. If you are dedicated to delivering exceptional service to conscious individuals and have a background in wellness-related products, we invite you to apply.

Responsibilities

• Team Leadership:
• Lead, inspire and build a customer service team with a focus on wellness and conscious living, ensuring they are equipped to provide expert guidance on health and wellbeing products.
• Product Knowledge:
• Develop and maintain an in-depth understanding of the company's product offerings, including air and water filtration, EMF solutions, saunas, healthy lighting, and other wellness-related solutions.
• Customer Engagement:
• Establish and nurture relationships with customers who are conscious about their health and wellbeing. Provide personalized and expert assistance and product recommendations to address their unique needs.
• Holistic Support:
• Offer holistic guidance on creating healthy living environments by integrating multiple wellness products. Understand the interconnectedness of different product categories and provide comprehensive solutions.
• Sales and Upselling:
• Create customer recommendations further to customer engagement offering tailored solutions to a customers needs
• Identify upselling and cross-selling opportunities during customer interactions to maximize customer experience and wellbeing opportunities while naturally increasing revenue
• Collaborate with the marketing team to implement promotional campaigns and initiatives that drive sales and customer engagement.
• Quality Assurance:
• Ensure that customer interactions align with the company's commitment to quality and conscious living. Monitor and maintain high standards of service across all customer touchpoints.
• Continuous Education:
• Stay informed about the latest trends, research, and developments in the wellness industry. Share this knowledge with the team and customers to enhance their understanding of products and solutions.
• Problem Resolution:
• Address customer concerns and inquiries related to product functionality, usage, and after-sales support. Implement effective solutions to ensure customer satisfaction.
• Feedback Analysis:
• Gather and analyze customer feedback to identify areas for improvement and implement changes in processes or services accordingly.
• Collaboration with Other Departments:
• Work collaboratively with sales, marketing, and product development teams to ensure a seamless customer experience and contribute insights for product enhancements.
• Community Building:
• Foster a sense of community among customers interested in health and wellbeing..

Performance Analytics and Reporting

• Develop and maintain comprehensive reports on customer service and sales-related performance data, providing regular updates to the team.

• Provide actionable recommendations to enhance efficiency, optimize workflows, and improve overall customer service and sales performance.

• Conduct regular performance reviews with the customer service team, offering constructive feedback and coaching to achieve continuous improvement.

• Stay informed about industry benchmarks and best practices, incorporating relevant insights into the development of performance metrics.

• Supplier Relations and International Procurement:

• Monitor inventory and or place orders with domestic and international suppliers, considering factors such as product availability, pricing, and delivery timelines.

• Collaborate closely with the finance and warehouse teams to ensure accurate and timely processing of orders, including awareness of international shipping regulations, duties, and taxes and to ensure seamless order fulfillment and timely delivery to customers.

• Stay informed about changes in international trade policies, tariffs, and import/export regulations that may impact the procurement process.

• Act as a point of contact for any issues related to supplier performance, working to resolve challenges promptly and maintaining a high standard of product quality.

Requirements

• Experience: Minimum 5 years of experience in a customer service management role, preferably within the wellness industry.

• Passion for Wellness: A genuine interest in health, wellbeing, and conscious living, with a solid understanding of products related to air and water filtration, EMF solutions, saunas, healthy lighting, etc.

• Leadership Skills: Proven ability to lead and motivate a team, fostering a positive and customer-centric work environment.

• Communication: Excellent verbal and written communication skills, with the ability to convey wellness-related information in an accessible and engaging manner.

• Customer-Centric Approach: Demonstrated commitment to providing personalized and empathetic support to customers focused on their health journey.

• Technology Proficiency: Familiarity with customer service software, CRM systems, and other relevant tools.

• Supply Chain: monitoring the availability of wellness products, optimizing costs, and adhering to international shipping regulations and tax considerations.

• Holistic Thinking: The ability to understand and communicate the interconnectedness of various wellness products for comprehensive customer solutions.

This role comes with a flexible package from £30k - £35k based on experience. We are open to the right conversation with the right candidate.