Customer Services Manager – Fashion / Retail

An experienced and passionate Customer Service Manager (UK & Germany) required to work for a funky, forward thinking fashion brand.

Candidates should be passionate about customer service and have a strong background ideally covering –
-international
-retail
-b2b
-b2c

You will be managing a team of 4/5 direct reports and 1 indirect report, so management & mentoring skills are a must

Duties include –

Key Responsibilities:

Team Management

Lead, manage and inspire a team of Customer Service Co-ordinators ensuring all are supported and developed in their roles
Implement a consistent and clear vision of the Customer Service structure to enable continuous growth and development
Delegate responsibilities within the Customer Service Department, flexing roles and responsibilities as business changes may demand, including reviewing the structure and head- count of the team and ensuring efficient workflow throughout the department
Formalise key roles and responsibilities within the department and introduce measurements by developing a suite of KPI’s/reports throughout the business
Continuous training for the Customer Service team ensuring they have full and up to date knowledge of both the company products and best Customer Service practice

Process/Procedure/Strategy

Review current Customer Service processes, challenge and suggest improvements where necessary
Develop a strategy for servicing key accounts better, delivering earlier and identifying in-season opportunities
Oversee returns process and modify where necessary
Actively participate and contribute to internal Business Analysis and Project meetings, providing insight and reporting as and when required
Oversee and ensure accurate order entry and processing order amendments and cancellations ensuring the order book is exact and up to date at
all times
Liaise with the warehouse to ensure timely and smooth delivery of all orders
Develop metrics to measure customer service performance

Internal Communications

Build strong relationships with other internal stakeholders such as Sales, Credit Control, Operations (including the warehouse), Marketing, IT, Human Resources and Finance
Continue to raise the profile of the Customer Service department within the business

Candidates should have experience managing a medium sized team in a fast moving and highly dynamic retail or wholesale business
Experience working with an account base of 250+ customers, dealing with retailers from major department stores through to small independent stores with a thorough understanding of Customer Service methodologies

The company offer an excellent salary / benefits package including a company bonus and a strong career path.