Role Purpose:

We are looking for a proactive and tech-savvy Customer Success Analyst to join our small dynamic team. The successful candidate will be an agent for change, with a customer-first mindset. They will be enthusiastic to engage with multiple digital platforms and will generate ideas for continuous optimisation. They will also take a naturally collaborative approach and enjoy working alongside key stakeholders to implement change. They need to be able to examine and interpret customer data to enhance customer satisfaction/retention, using metrics to identify patterns and offer insights for improving the overall customer experience. They will also assist with maintenance of our customer related platforms which will include managing assets and headers, agile text changes and some element of coding.

This role is a unique blend of providing administrative support to the Head of Customer Success and technical assistance to the Senior Customer Success Manager & Tech Lead. The ideal candidate will be a fast learner with a passion both for technology and customer satisfaction.

Reports to:

Senior Customer Success Manager & Tech Lead

Department: 

Customer Success

Key Accountabilities:

*       To help manage and optimise our key customer success platforms including Narvar, Live person, Zendesk, Trustpilot, with seamless integration into Microsoft Dynamics and Magento

*       Evaluate and identify critical obstacles in the customer journey, proposing necessary improvements and strategic changes.

*       Offer day-to-day technical support to the Senior Customer Success Manager, assisting with case management and database maintenance.

*       Provide support to the Head of Customer Success, including scheduling meetings, setting agendas, and taking detailed notes.

*       Own and enhance processes within Customer Services working closely with IT.

*       Maintain a high level of integrity and professionalism in all customer interactions.

*       Communicate effectively, both in writing and verbally, with team members and clients.

*       Demonstrate adaptability and versatility in a fast-paced environment.

*       Serve as a proactive representative of the company’s values and mission.

Performance Metrics:

*       Ensure reporting accuracy by delivering precise and error-free documentation.

*       Meet project timelines with the prompt fulfilment of deadlines.

*       Maintain comprehensive records of systems training participation and completion.

Qualifications:

*       Familiarity with the technology platforms mentioned above is a plus.

*       Basic knowledge of HTML and experience with case management databases, preferably Zendesk and D365.

*       Proficiency across all Microsoft platforms

*       Prior experience in a customer success or technical support role would be beneficial

*       Strong organisational skills and attention to detail.

*       Excellent written and verbal communication skills.

Personal Attributes:

*       Adaptable and versatile in learning and understanding new technologies.

*       Curious and self-motivated with a strong work ethic.

*       Ability to work independently as a self-starter and collaboratively within a team.

*       High level of integrity and professionalism.

Ad hoc duties: As with all roles, you may at times be required to carry out ad hoc duties; whether that is to support another team member, to take on additional responsibilities or to get involved in project work that may not only impact your department or Customer Services, but also the wider business.

We are committed to developing your career and nurturing your talent, regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; sexual orientation. We respect and embrace each other’s differences, to create a truly inclusive environment. In the last year alone, our people have been recognised and celebrated, winning awards for their outstanding contributions to Retail, Technology, Global Hospitality & Tourism, Visual Merchandising & Display, Customer Service and Local Community Awards.

In return, we offer:

• A competitive salary
• A generous store and restaurant discount of up to 40%
• 20 days holidays pro rata (excluded bank holidays) and an extra day off for your birthday
• A fantastic subsidised staff restaurant which uses Fortnum’s ingredients
• A range of opportunities to develop and grow personally and professionally
• Excellent pension scheme