SERAPHINE CAREERS · HEAD OFFICE VACANCIES

 
Seraphine Careers
 

Careers with Seraphine

Here at Seraphine we are always on the lookout for talented individuals who are passionate about what they do. From product design and development to marketing, merchandising, finance & more, everyone at our head office works towards our mission of providing stylish maternity clothes for fashionable mums-to-be. If you think you could fit the bill for any of our head office or retail vacancies, please apply by sending an email with your CV and cover letter attached to: [email protected].

All Head Office vacancies


CUSTOMER SERVICE MANAGER

ABOUT THE ROLE

We are seeking a fast paced, quick thinking individual who has great attention to detail, is highly organised and shows great initiative and ownership. The goal is to build genuine relationships with our customers to increase satisfaction, loyalty and retention and to always exceed their expectations.

As a Customer Service Manager you will help lead the team, defining objectives, evaluating team performance, and defining new processes and policies with the goal of delivering a seamless and delightful experience for all our clients. You’ll also work first hand on the front line to support and delight our customers and set the standard for your team. The role is based in our West London office where we operate collectively and collaboratively with the rest of the business to solve problems with our clients.

ABOUT THIS OPPORTUNITY:

  • Be a Leader - responsible for developing and inspiring the team to deliver outstanding service in every single client interaction
  • Drive team to deliver across all quality, productivity and engagement metrics
  • Attract, hire and train new team members as out business grows
  • Cultivate an environment that creates and appreciates diversity of thought and contribution
  • Create and leverage model experiences to help people grow and develop
  • Use data to drive decisions and improve key business metrics including response time, satisfaction, productivity, and overall contact rate
  • Create an effortless, personalised client experience by delivering prompt, friendly, and professional support via multiple channels
  • Make sound strategic and tactical decisions with the information available
  • Be the voice of our client by conveying what they are saying to cross-functional teams to drive change and improvement
  • Work with leaders to translate broader company goals into clear and understandable objectives for the team
  • Run impactful team meetings

IDEAL CANDIDATE:

  • Fluent in English and one of French, German or Spanish with excellent vocabulary skills
  • You have 3-4 years in customer experience
  • You have 3-4 years leading multiple levels of teams
  • Knowledgeable with Magento and Zendesk and payment gateways
  • Knowledgeable with Trustpilot, Google Reviews and other review tools desirable
  • Good IT skills
  • Highly numerate
  • A proven ability to inspire and challenge others to achieve great things
  • You are a coach and can articulate your point of view as a leader and demonstrate your ability to think strategically and act tactically
  • You have strong planning, organisational and time management skills and can manage changing priorities, handle multiple projects, meet deadlines and adapt to an evolving business environment
  • You have a high attention to detail & quality
  • You thrive and have experience in a "roll-up your sleeves and make-things-happen" environment
  • You can work independently
  • You build strong relationships and navigate through cross-functional discussions to successful outcomes
  • You can effectively communicate with all levels of management and employees and speak in front of groups with ease
  • You are passionate about delighting our customers and delivering a client experience that exceeds expectation


PRODUCT & DIGITAL VISUAL MERCHANDISER

London Office - ENGLAND

Start date: September

Please email your CV to [email protected] if you are interested in the position.

This is a great opportunity for a passionate Digital Visual Merchandiser to gain valuable experience within an ambitious marketing team as part of a fast growing international fashion maternity brand.

The Product & Digital Visual Merchander will own the entire digital lifecycle of our products: from ensuring that they are published to our digital platforms accurately and on schedule with informative and inspiring descriptions through to the visual merchandising of those products on site in category listings and in search results, taking advantage of our cutting edge VM tool, Bloomreach, and combining an editorial fashion mindset for manual curation with data driven automation.

The role would suit someone that combines an acute fashion sense with data driven decision making.

This is a cross-functional role, working across the Merchandising, Design and Digital teams.

Product set-up

Responsible for the set-up, go live and maintenance of all products on Seraphine international websites, Seraphine Google shopping and Amazon brand store, using our PIM software Akeneo.

  • Work closely with the Design team to understand all products features and specificities.
  • Coordinate copywriters to deliver and prioritize all product copy for seasonal launches. Review translations for products and be the main point of contact for feeding back any issues from designers to copywriters.
  • Create and populate any additional categories, sub categories and collections needed for new season launches.
  • Define, create and maintain all products attributes and features, including color, size, categories, style … that will define the filter and search attributes on the website and other product feeds (e.g. Amazon or Google).
  • Ensure sizing and fabric compositions are accurately represented on the website and adhere to appropriate legal guidelines.
  • Define cross-sell “Style it with” products.
  • Coordinate the images and video optimisation, regularly A/B testing performance of the assets.
  • QA all products on staging site and ensure ready to launch against key trading dates.
  • Manage product reviews, and feedback key learnings to the design team on a monthly basis.

Digital Visual Merchandising

Develop a visual merchandising strategy, balancing discovery and conversion and combining data analysis and fashion sense to support merchandising decisions.

  • Review results of activities and respond to fluctuating needs of the business by translating these visually across the site ensuring best outcome from a brand, sales and customer perspective.
  • Manage the day-to-day running of the Bloomreach merchandising tool
  • Continuously improve category pages by making sure the best products are in the best position to drive conversion considering products availability.
  • Manage and optimise cross-selling and up-selling, defining the Thought you Might Like and Style it with sections, suggesting promotional / products tiles on the category pages.
  • Optimise website search : report on top searches and optimise results by analysing the semantics via Bloomreach platform.
  • Maintain consistency throughout the user journey by optimising the homepage and category pages to tie in with the content and promotional plan, and to maximise coverage to the correct products and categories at optimal times.
  • Track and report : Be the link between the Merchandising and Marketing teams to share trends and opportunities with new or growing products.
  • Assist in the planning and execution of the weekly website updates in line with e-commerce communication plan, maintaining conversion and on-site recommendations.
  • Select product content to use across digital channels to achieve seasonal targets : social media ads, email campaign, partnership…

Marketplaces

Overseeing our Amazon brand stores and any other required marketplaces.

  • Set-up the Seraphine products in the Amazon brand store, making sure the products are featured in the best possible way.
  • Update and maintain seasonal accuracy of our Amazon Brand store : updating categories, creatives assets and keywords.
  • Merchandise the brand store category pages.
  • Support the Marketing Director in optimization the paid acquisition initiatives on Amazon.

Required skills

  • Fashion sense.
  • Process driven and strong attention to detail.
  • Good communication skills with ability to work cross functionally.
  • Analytically minded.
  • Trading mentality - able to work at pace and under pressure during busy peak periods.
  • Hands on experience with a Search & Merchandising tool such as Bloomreach (advantageous), Fred Hopper, Adobe Search & Promote, Oracle Endeca.
  • Hands on experience with an ecommerce analytics tool such as Google Analytics (advantageous), Adobe Analytics, Webtrends.