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