Job Description:

Customer Service Manager –Retail Head Office

Central London- 3 days Office/2 days WFH

Are you an experienced Customer Service Manager looking for your next challenge within a fast-paced retail ecommerce environment?

We're partnering with a lifestyle retailer to recruit a customer-focused leader who can drive service excellence, develop high-performing teams, and enhance the overall customer experience across multiple markets.

Reporting to the Ecommerce Operations Manager, you'll lead both an in-house customer service team and outsourced contact centre partners, ensuring exceptional service delivery while improving operational efficiency and customer satisfaction.

Key Responsibilities

• Lead, coach and develop the customer service team.
• Manage escalated customer queries and complaints.
• Oversee outsourced contact centre performance and service standards.
• Monitor and improve KPIs including response times, resolution rates and customer satisfaction.
• Analyse customer feedback and implement continuous improvements.
• Forecast customer contact volumes and plan resources effectively.
• Work closely with ecommerce, operations and logistics teams to improve the customer journey.
• Identify opportunities for automation and process improvements.

About You

• 5+ years' customer service management experience within ecommerce, retail, fashion, homeware or lifestyle sectors.
• Experience managing both internal teams and outsourced customer service providers.
• Strong leadership and coaching skills.
• Proven track record of improving customer satisfaction and service performance.
• Experience using CRM systems such as Zendesk, Gorgias or similar platforms.
• Highly organised, analytical and solutions-focused.
• Excellent communication and stakeholder management skills.

Desirable

• Additional European language skills (German, French, Italian or Spanish).
• Experience supporting international or European customer service operations.

Apply today to learn more about this exciting opportunity!