Customer Service Manager - Ecommerce

CCP is delighted to be recruiting a Customer Service Manager on behalf of an established ecommerce consumer brand. This is an exciting opportunity for an experienced customer service leader to shape a growing operation, manage both an in-house team and an outsourced contact centre, and deliver measurable improvements across customer satisfaction, efficiency and retention.

The Role Reporting to the Ecommerce Operations Manager, you will take ownership of the customer service function and ensure customers consistently receive a responsive, high-quality service. Your responsibilities will include:
Leading, coaching and developing the in-house customer service team. Reviewing the team structure and supporting recruitment, onboarding and training. Handling complex, escalated and VIP complaints through to resolution. Overseeing refunds and ensuring Pay Pal disputes are resolved promptly. Establishing meaningful KPIs and monitoring performance each week. Reducing ticket backlogs, response and resolution times, and the ticket-to-order ratio. Improving response quality, customer satisfaction and commercial customer retention.

Evaluating the outsourced contact centre and, if required, supporting the selection and migration to a new partner. Setting appropriate service targets for the outsourced team and holding the partner accountable for delivery. Conducting regular performance meetings, site visits and quality checks. Identifying recurring customer issues and implementing plans to address their root causes. Forecasting ticket volumes and planning resources and schedules to support business growth.

Reviewing workflows, email templates, training materials and operating processes. Identifying opportunities to improve efficiency through technology, automation, AI agents and chatbots. Working closely with fulfilment, product, stock and wider ecommerce teams to improve the customer journey. Supporting product-review activity and initiatives to improve external review scores. Ensuring compliance with personal data protection requirements. Balancing excellent service delivery with effective cost management.

About You You will be a proactive and commercially minded customer service professional who is passionate about delivering an outstanding customer experience. The successful candidate will ideally have:
At least five years' ecommerce customer service experience within an established fashion, homeware, lifestyle brand or retailer. Experience supporting customers across European markets. Proven experience managing both an in-house customer service team and an outsourced contact centre. Strong leadership, coaching and performance-management skills. A track record of delivering measurable improvements in KPIs, efficiency and customer satisfaction. Experience using CRM platforms such as Zendesk or Gorgias, together with ERP systems, AI tools, chatbots and Microsoft Office.

Excellent problem-solving, organisational and communication skills. The resilience and attention to detail required in a fast-moving commercial environment. A degree or equivalent level of education. German, French, Italian or Spanish language skills would be advantageous. Some travel may be required. Why Apply? This is a high-impact role offering the opportunity to influence customer service strategy, develop people and processes, and help build a service operation that contributes directly to customer loyalty and commercial growth.

If this role is of interest and you feel you have the relevant experience, please apply online and we'll aim to respond to your application within 72 hours. Alternatively, if you have any questions, please email . IND/SPEC