Online Customer Care Manager

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.

• Serve as the primary point of contact for third parties with the company 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

• 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

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