Customer Service Manager

Job Description:
Customer Service Manager –Retail Head Office
Central London- 3 days Office/2 days WFH
Are you an experienced Customer Service Manager looking for your next challenge within a fast-paced retail ecommerce environment?
We're partnering with a lifestyle retailer to recruit a customer-focused leader who can drive service excellence, develop high-performing teams, and enhance the overall customer experience across multiple markets.
Reporting to the Ecommerce Operations Manager, you'll lead both an in-house customer service team and outsourced contact centre partners, ensuring exceptional service delivery while improving operational efficiency and customer satisfaction.
Key Responsibilities
* Lead, coach and develop the customer service team.
* Manage escalated customer queries and complaints.
* Oversee outsourced contact centre performance and service standards.
* Monitor and improve KPIs including response times, resolution rates and cu...