Retail Customer Service Director

1 week ago


London, Greater London, United Kingdom Jaded London Full time

Jaded London is seeking a highly experienced Retail Customer Service Director to lead our customer care team. As a key member of our management team, you will be responsible for developing and implementing strategies to improve the customer experience and drive business growth.

The ideal candidate will have a minimum of 5 years experience as a Customer Care Manager for online stores, with a proven track record of managing a team of at least 6 people. A working knowledge of customer service software, databases, and tools is essential. The salary for this position is estimated to be around £50,000 - £60,000 per annum based on location and industry standards.

We offer a comprehensive benefits package including 50% Employee Discount, 24 days holiday per year, a paid day off on your birthday, hybrid working arrangements, pension scheme, bonus scheme, employee assistance programme, £500 employee referral bonus scheme, and local business discounts.

In this role, you will be responsible for:

  1. Developing and implementing strategies to improve the customer experience and drive business growth.
  2. Managing, motivating, supporting, and coaching the Customer Care Team.
  3. Continuously improving the customer experience, creating engaged customers, and facilitating organic growth.
  4. Regularly reviewing procedures and policies to ensure they provide the best customer experience.
  5. Dealing with customer queries and assisting with returns, exchanges, and any product faults via email/live chat/social media.
  6. Accessing Jaded social media accounts; responding to customer comments positively and responsively, reflecting our audience and the brand.
  7. Using various customer service software, including Shopify/Gorgias.
  8. Resolving relevant data flow and settings issues in the software used.
  9. Data entry, including weekly collation of all data regarding the number of emails replied to, response times, returns processed, etc.
  10. Demonstrating great knowledge of our product and general love for the brand.
  11. Handling any shipping, size, or price issues across all platforms.


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