Customer Service Manager

Job ref: 32658

The Company:

Forward-thinking, authentic, innovative, creative, that’s all you can ask for from a brand, right? Well, this unreal opportunity as a ‘Digital Content Manager’ offers you just that! Starting out in 1989, this brand has developed and pushed boundaries to unseen levels, recognised for their eagerness to be the best of the best! I mean, with over 4500 touchpoints in 55 countries, there is no doubt they are taking denim to a whole new place.

The Role

As the Customer Service Manager, you’ll be at the forefront of delivering best-in-class customer experiences for all customers. With your exceptional customer service skills and ability to inspire, you’ll lead the team and partners to continuously improve and challenge the status quo. Handling over 250k customer contacts annually, with nearly 40% coming through live channels, you’ll ensure that delivering top-notch customer support and expert style and fit advice remains the key focus, all while leveraging cutting-edge technology.

You’ll oversee customer interactions across five languages—English, Spanish, French, German, and Dutch—via phone, chat, social media, and email. By working closely with two contact centers in Nicaragua and Spain, you’ll ensure efficient, timely service while optimizing cost management. AI and automation will be essential tools in your strategy, and you’ll collaborate with partners to build seamless customer journeys that guarantee exceptional results.

As part of a fast-growing, dynamic team, you’ll not only focus on your own development but also take pride in coaching and training your team, providing regular feedback, and conducting performance reviews. Leading both the Customer Support and Customer Service Operations teams, you’ll work alongside the Customer Experience and Digital Development teams to identify risks, uncover opportunities, and craft strategies that elevate the overall customer experience through technology.

The Person

You’re a seasoned professional with proven experience in digital customer services, ideally within fashion or a similar retail environment. You’re highly skilled in working with Customer Service CRM systems, with experience in Salesforce ServiceCloud being a huge plus.

Your expertise extends to developing and maintaining Customer Service automations, allowing for seamless, efficient customer experiences. With your natural ability to communicate effectively across all levels of stakeholders, you’re also an exceptional people manager who knows how to inspire and lead teams to success. Your organisational skills are top-notch, and you bring a proactive, positive “can-do” attitude to every challenge. Knowledge of fashion, particularly apparel and denim, is a bonus you bring to the table. You’re fluent in English, both written and spoken, and excel in using MS Word, Excel, and Outlook to keep everything running smoothly.

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Georgia Merrington

georgia@wecomm.co.uk