Customer Delight Manager (Full time, weekends Thurs-Mon)

Job content

Bloom & Wild is re-inventing the $60B global flower industry. Over a billion flower exchanges take place every year and industry satisfaction levels are low. Driven by our core belief that you can never care too much or be too thoughtful, we do things a little differently. From inventing letterbox flowers to founding The Thoughtful Marketing Movement. And we’ve seen impressive traction to date - we are the world’s leading and most loved flower and gifting platform, growing at 100% year on year (and we’ve been extremely fortunate to see growth remain strong during the pandemic).
2021 has already been an exciting year for us, in January we announced our £75 million Series D funding round round, led by General Catalyst (backers of Airbnb and Deliveroo), with participation from multiple other top tier investors including Index Ventures (who have also backed companies such as Transferwise and Glossier). More recently in April we announced the acquisition of the Dutch online flower business bloomon, together creating Europe’s leading online flower delivery company, active across 8 countries.
We really care about creating a diverse and inclusive team - and we welcome people from all backgrounds, with different perspectives, ideas and experiences to work with us. In our team, everyone has the freedom to give their opinion, grow in their career and be part of a genuinely caring and inclusive team. We’ve been named one of the 5 fastest growing tech companies in Europe and are alumni of Tech Nation’s Future Fifty. We were also one of the Sunday Times Top 100 Small Companies to Work For 2020.
Customer Delight at Bloom & Wild
We are looking for someone who cares and is passionate about delivering an outstanding customer experience. Joining one of the biggest teams in the company, you will report to our Customer Delight Lead and manage a team of 5-10 Customer Delight Associates. This is an exciting opportunity for someone looking to make a real impact and take charge during the weekend period.
You’ll work closely with the Customer Delight Team and other people across the business from Head of Customer Experience to our COO. This is a great chance to become a key player in an extremely fast-growth, e-commerce startup. We’re an incredibly passionate team that puts Customer Delight at the forefront of everything we do (just look at our reviews and you’ll see what we mean).
The role and ways of working
You will be a delightful Zendesk power user, sharing skills and advice with the associates on the team. Always available for any questions that arise and will be willing to jump onto the front line support at any time. You will be in charge of weekend operations and culture of the Customer Delight team, feeding back key insights to the weekday team and managers. You will be in charge of QAing the customer interactions, taking over any critical issues when needed and feeding back to individuals. You will deliver weekly team meetings, roundup emails and key updates. You will help with rota management and ensuring we’re fully staffed and covered for the upcoming shifts. You will help deliver the Customer Voice across all areas of the business and into key business decisions. You will deputise for the Customer Delight Lead (and other managers) and be prepared to communicate and solve problems out of hours. You will be responsible for between 5-10 direct reports and their hiring & onboarding, making sure they’re meeting performance KPIs.
You
Committed to working at the weekend (this role requires a Thurs-Monday shift pattern each week) long term. Are empathetic, love caring and helping people and have excellent and proven customer service experience Have an excellent solid understanding of CRM systems, preferably Zendesk. Zero ego, you demonstrate professional, positive and consistent behaviours in line with our values and ethos. You a strong people manager and a natural leader who is able to mentor and develop others as well as strategically coordinate a team and workflow Thrive in a fast moving, dynamic environment and are excited by the prospect of rolling up your sleeves and getting stuck in with one of the biggest teams at Bloom & Wild Have experience in a Team Lead or Manager position within a Customer Service team, and are delighted to line manage up to 10 direct reports within the Customer Delight team. You are passionate about Customer Service and like to keep up to date with industry developments and ways of working German or French language an advantage but not required.
Working Environment
In the future, we expect this role to be based in our London office or Innovation Centre in Nuneaton (though see new normal notes below!)
Currently our full team is working from home and adapting quickly to being totally remote. We pride ourselves in fulfilling our Work From Home Promise - here
In addition to our normal perks and benefits we’re supporting each other and maintaining our culture remotely through:
Twice weekly online yoga class and access to ClassPass workout content Birthdays, anniversaries, and special occasions celebrated with the team Virtual Stand Up for weekly company updates, and Virtual Monthly Meeting to celebrate our successes and value nominations Remote lunch and learns Wellbeing support through online coaching sessions and employee assistance program, talking about challenges that we are facing in the current environment New slack channels and ways of creating community remotely
We apply our five key values of delight, customer first, care, innovation and pride in our day to day activities (find out more here) and reward those who are encompassing them exceptionally. Everyone is friendly and sociable, with regular company-wide events.
Return to work and our new normal
The safety and wellbeing of our team is our primary concern during this period and our return to our beautiful, flower filled office will be gradual, considered and only when our team feels safe to do so.
Whilst recognising that some of our team will prefer to work in our office, this period has proven that our team can embrace remote work extremely successfully and our plan moving forward is to find ways of continuing to incorporate remote work into our ways of working.

In Accordance To Government Guidelines

We do not plan to fully open the office back up until at least the 21st of June. The office will be open for people to use it as much or as little as they’d like. We will continue not to expect people to come in as a norm, but managers may ask team members to come in for specific reasons with plenty of notice (unless you are a fully remote team member) Bloom & Wild has no expectation that team members will need to come into the office 5 days per week again!

When We’re In The Office

Our lovely, light and spacious office is conveniently located close to Vauxhall and Oval stations in London. We have an informal, startup culture, with employee-friendly policies such as:

25 days holiday, with an additional day off for your birthday, plus bank holidays, totalling 34 days, per annum. There is also the option to buy an extra 5 days holiday Flexible working schedule We offer flexible bank holidays so at any time you can make a bank holiday day-off trade and in its place take off another day that fits better with your beliefs, values and celebration calendar. Choose your laptop and any extra equipment you need to do your best work Free breakfast, snacks and team lunches Season ticket loan Childcare Vouchers Health cash plan through Simplyhealth Personal Development Budget Family Friendly Policy - including enhanced family friendly packages and a salary sacrifice childcare scheme Pension Contribution Cycle to Work Scheme Lunch & Learns Discounted blooms Bloom & Go Wild trips - most recently we went to Paris!See more on what it’s like to work at Bloom & Wild here.
Our Recruitment Process
Given the current situation in the UK due to COVID-19, the interview process will be conducted remotely, with team members across Customer Delight and Operations, as well as our COO.
Your application experience is important to us and we’re keen to adapt to make every interaction even better. We welcome feedback on our recruitment process and would love to hear from you directly on how we can improve. If you have any suggestions please feel free to let us know here.