Job Description:

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 Details

An organisation in the retail industry located in London.

Description

Customer Experience

• Lead 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 Management

• Build 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 Management

• Monitor daily service performance across email, chat, phone and social channels.
• Ensure agreed SLAs and KPIs are consistently achieved.
• Review workflows and identify opportunities for automation and process improvement.
• Create and maintain customer service policies and knowledge resources.
• Work closely with Logistics, Technology, Finance and Warehouse teams to resolve operational issues impacting customers.

Data & Performance Analysis

• Use customer data and operational metrics to identify trends and opportunities.
• Produce regular reporting on service performance and customer insights.
• Analyse root causes of recurring issues and implement preventative solutions.
• Monitor customer satisfaction measures and recommend improvements.
• Support strategic decision-making through data-driven recommendations.

Typical metrics may include:

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• First Contact Resolution
• Response and Resolution Times
• Service Level Achievement
• Customer Retention
• Complaint Volumes
• VIP Customer Engagement

Profile

• Experience managing a Customer Care or Customer Experience team within an e-commerce or retail environment.
• Strong experience supporting premium or luxury customers.
• Excellent people management and coaching skills.
• Highly customer-centric with exceptional communication skills.
• Strong analytical ability with experience using data to improve performance.
• Experience producing reports and presenting insights to senior stakeholders.
• Ability to prioritise multiple demands in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Experience within luxury fashion or premium retail.
• Knowledge of CRM and customer service platforms (such as Chatwoot, Zendesk, Salesforce, Monday or similar).
• Experience working with international customers.
• Understanding of e-commerce operations, fulfilment and returns processes.

Job Offer

• Hourly rate of £16.00 to £19.00, dependent on the level of experience.
• Temporary position offering flexibility in work arrangements.

If you're interested in this role, apply now.