As a Customer Care Manager in the retail industry, based in London, you''ll oversee the day-to-day operations of the customer service team, ensuring smooth and efficient support for customers. Your role will involve managing queries, resolving issues, and maintaining high service standards that help the business run effectively.Client DetailsAn organisation in the retail industry located in London.DescriptionCustomer ExperienceLead the day-to-day operation of the Customer Care function, ensuring a seamless and luxury customer experience.Act as an escalation point for complex customer enquiries and complaints, resolving issues professionally and efficiently.Ensure all customer interactions align with The Outnet''s brand values and service standards.Continuously review and improve customer journeys across all touchpoints.Develop processes that enhance customer satisfaction while balancing commercial objectives.VIP Customer ManagementBuild and maintain exceptional relationships with VIP and high-value customers.Deliver a personalised concierge-style service for premium customers.Proactively identify opportunities to enhance loyalty and retention.Manage sensitive or high-profile customer cases with discretion and professionalism.Partner with Buying, Merchandising and Marketing teams to support VIP initiatives and events.Foster a positive, collaborative and customer-focused culture across all customer touchpoints within The Outnet and our partner organisations.Operational ..... full job details .....