Head of Post-Purchase Customer Experience

London, GB

Job Description / Skills Required

Requisition ID: R11626
Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.

The role will report to EMEA Senior Director of Operations and be responsible for monitoring and controlling all customer contacts and refunds. In this role the individual will partner with all cross functional departments including Operations, Logistics, Buying, Customer Services, Accounting, Inventory and Finance. A successful candidate will have a deep understanding of the E-Commerce space, European logistics networks and data analysis. Key to success is a strong bias to action and ability to influence stakeholders at every level of the organization.

Job Responsibilities:

Represent the business targets for customer refunds and contacts for all areas.

Work across all stakeholders (buying, customer service, risk, merchant services, content management, quality assurance, finance, etc) to set KPI targets and monitor and improve performance

Be the first and last point of contact for resolving all current and ongoing issues as they affect post purchase customer experience and refunds across all categories including logistics, quality and fraud.

Be responsible to EMEA Goods Management Team regarding any questions, resolutions or escalations related to refunds and customer contacts

Direct a shared analyst team to develop and maintain relevant reporting

Work together with merchandising and finance teams to optimize and forecast refund and contact levels with the goal of remaining within target and optimizing business performance week over week

Manage “Mystery Purchase” program to collect vendor and customer experience data and translate this information into actionable changes

Work with technology and commercial teams to bring product reviews, customer comment, chat pages and other feedback loop data critical to improving Groupon Goods customer experience into core business processes, relevance tools and supplier decision trees

Work with business stakeholders to design and maintain bonus/malice scheme that incentivizes good vendor performance
Qualifications:

Bachelors in Mathematics, Statistics, Business Management or other quantitatively rigorous topic

MBA or advanced quantitative degree is a plus

5-10 years of relevant work experience, particularly in a data driven e-commerce setting

Past areas of focus may include: operations, customer experience, logistics & supply chain, customer service
Skills, Competencies and Required Knowledge (Certifications, Languages, Training):

A successful candidate should understand Groupon’s USP’s and the e-commerce competitive landscape

Proven ability to lead initiatives to improve key E-Commerce KPIs such as refunds, customer contact rate, customer service resolution time and delivery SLAs

Problem solving and root cause identification skills

Outstanding analytical, communication and business skills (required)

Ability to clearly articulate messages to a variety of audiences

Ability to influence senior management and leaders

Strong and decisive leader with amiable interpersonal skills

Strong interpersonal and change management skills

Knowledge of E-Commerce Players in EMEA