Customer Care Optimisation Analyst - Sweaty Betty - 7M FTC

We burst onto the scene as the OGs of female-first activewear back in 1998. And since then, we’ve been on a global mission to empower women through fitness and beyond. By uniting a global community of women – our sisterhood – together we encourage one another to embrace our bodies and everything we can do with them. Our sisterhood treats every day like it’s made for moving, and we’re always pushing to do better too. Like using responsibly sourced materials, launching our first-ever FemTech collection – designed to keep you moving through menstruation, maternity and menopause – and supporting girls from all backgrounds to get into sport through our Sweaty Betty Foundation. This is an exciting opportunity to join us as a Customer Care Optimisation Analyst as we continue our mission to empower women through fitness and beyond. You in? Our Values: WE REALLY CARE ∙ FIRST, BEST, BRAVEST ∙ OUR STRENGTH IS IN EACH OTHER ∙ STAND UP, SPEAK UP, SHOUT OUT You are a highly adaptable and flexible professional, someone who is comfortable in sharing best practices with authority and confidence. This is a remote working role, so being comfortable with communicating virtually with other teams and key stakeholders is essential. Managing Salesforce permissions General troubleshooting – need to complete Sales Administration certificate Make changes to Salesforce, e.g. layout, new fields, picklists etc. Potential to complete Development certificate Continual updates of Knowledgebase articles including refining search tags Identify optimisation opportunities within Salesforce Supporting UAT on new releases of Salesforce functionality Continual monitoring and refining of Chatbot to maximise contact deflection. Explore in-store hand-offs for Live Chat/video calls Reporting and insights • Analysing customer feedback – including CSAT, Customer Effort Score, NPS, assisted sales conversations and also feedback provided by customers on External FAQs Creating and updating process flowcharts Supporting with ad-hoc training guides and workshops Supporting with floor-walking Continual updates of Saved Replies including refining search tags Continual updates of External FAQs including refining search tags Work closely with the Quality & Training Manager and other senior stakeholders to ensure the highest possible standard of CRM Optimisation is produced Must Haves: Attention to detail Ability to translate data into insights Operations support Customer-obsessed and resolution focused Highly self-motivated and hungry to learn Excellent communication skills with all stakeholders A friendly and professional demeanour Problem-solving and thinking outside the box Ability to work under pressure in a fast-paced environment Utilising multiple systems Ability to work towards set KPI’s/targets Our DEI Commitment We are working to create a culture and team that represents our mission of empowerment. We want to celebrate our diversity, embody inclusion and create an equitable business. This means doing more and working harder to make the long-lasting changes necessary. We care about our people, our community and world. We want to stand up for what we believe in and give our people a platform to use their voice. To actively listen and learn from what they have to say. This involves focusing on learning, development, and progression across the business. Being clear on the responsibilities we hold each other and to our community. It also means being committed to equal employment opportunities. Ensuring we consider ALL applicants for jobs and working harder to make our job advertising more inclusive. Our DEI mission is "to embed diversity, equity and inclusion at the heart of our business. To create a culture of belonging that empowers everyone to be their best authentic self. We commit to celebrating different perspectives and to continuously learning, developing and challenging ourselves and our partners." We know we're on a journey. And far from perfect. But we want to be a part of the solution to the problem. It might not be comfortable or straightforward. But if we weren't up for doing the hard work and breaking the mould, we wouldn't be Sweaty Betty. We are committed to working across our business and with our DEI committee & DEI Collective to be champions, allies and inclusive, always. Because when we say all, we mean it.