Manager - Ecommerce Client Relations

The Team:

The Hermes.com team oversees all content and aspects of the eCommerce business while supporting omnichannel services and client phone, email, and Live Chat inquiries in partnership with US boutiques. Our team oversees internal training strategies and initiatives to deliver a best-in-class client experience and to champion the development of our team members.

The Opportunity:

As eCommerce Client Relations Manager, you will work closely with internal business partners to maintain and improve, as needed, all day-to-day processes including order processing, returns, after sales, delivery claims, order incident resolutions, payments, chargebacks, and omnichannel orders. As a Manager on the team, you will lead by example and help to mentor and guide peers in their career development with gracious leadership.

About the Role:

• Audit chargeback responses on a weekly basis to provide helpful feedback to improve win rates. Regularly review response templates to update based on policy adjustments and current business needs.
• Support with manual order review and communicate on unusual shopping patterns and risk of fraud. Develop a strong understanding of the Riskified fraud tool and reporting to help support with order validation.
• Additional responsibilities may arise due to the needs of our business quickly evolving and shifting
• Attention to detail required for close management of our delivery incident system while also understanding and providing guidance on when an order requires an investigation or when our team should maintain policy standards.
• Manage omnichannel order statuses and send weekly updates to our partner store teams to ensure that all orders are properly accounted for. Oversight and management of this area also includes regular reconciliation between systems and providing updates to our audit team.
• Oversee and provide feedback on after sales, returns, delivery claims, and incidents. Help the Specialist team that executes these reports in analyzing the data to ensure service levels are maintained and that we continue to exceed client expectations.
• Responsible for supporting with reports on payments, fraud levels, and chargeback rates and implementing necessary changes and adjustments to protect the business.

Supervisory Responsibility

• Supervisory experience is preferred

Budget Responsibility

• YES

Decision Making Responsibility

• YES

About You:

• Passion for gracious leadership and mentorship
• Demonstrated ability to work cross-functionally
• Minimum of 3-5 years in a similar role and environment, preferred
• Excellent written, verbal, and interpersonal skills
• BA or equivalent, preferred
• Proficient in Microsoft Office Suite; Advanced Excel Training
• Adept at project management with strong ability to handle complex projects simultaneously

The range for this position is $71,803.00 - $119,671.00. Actual rates are determined based on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.