Customer Service Manager

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