​Customer Care Manager - Retail

Salary circa £40,000

Hybrid 2 days office-based and 3 home-based.

Central London

Joining a thriving global retail brand, you will enhance the customer service experience across online and in-store channels. You are the first point of contact between the third-party vendor that provides its customer service technology and the brand, ensuring website customer service issues and questions are resolved, and the process is managed with a first-class experience.

Key responsibilities include:

• Serve as the primary point of contact for third parties with thecompany and lead process management to deliver high levels of customer satisfaction and experience

• Responsible for customer care budget; work with financial teams to optimise spend

• Track and ensure resolution of issues within agreed Service Level Agreements

• Maintain up to date customer facing and internal knowledge; collaborate with stakeholders to provide accurate FAQs and standard responses reflecting brand tone

• Conduct quarterly business reviews with stakeholders to share successes, changes, and plan for future needs

• Facilitate the smooth operation of the customer care CRM solution as the key contact between third-party customer care teams

• Maintain and develop customer workflows to transform the care centre into a revenue-generating service

• Ensure CRM system compliance with security, data retention, legal, and regulatory requirements

What you will need for this Customer Care Manager job:

• Proven experience in retail or customer care management, ideally within an eCommerce environment

• Exceptional organisational abilities and attention to detail

• Strong analytical skills and strategic awareness, able to demonstrate impact and influence

• Highly customer-focused with a clear results orientation

• Proficient in Microsoft Excel, PowerPoint, and Teams

• Experience with Zendesk and other customer service or social platforms as required

• An interest in AI and its application in customer care

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Benefits include: 24 days holiday, your birthday off plus Bank Holidays. Pension, healthcare and many other perks.