Global Customer Services Operations Manager

Kurt Geiger | About Us

We are an inclusive, creative footwear and accessories brand powered by kindness. We want to empower our talent to be confident and true to themselves, the London way. London is our home, our heartbeat, and we draw inspiration from the energy and spirit of the city, its diversity and creativity. For over fifty years our team of in-house shoe and accessory designers have been creating authentic, distinctive designs from our London headquarters. The rainbow is our signature. It represents the good energy and love we have for our community and the many ways we collectively express our individual style.

The Role:

We're looking for an experienced and motivated Global Customer Services Operations Manager to join our team on a 12-month contract. In this role, you'll be responsible for supporting the day-to-day management and performance of the global customer service function — ensuring every interaction delivers a seamless, premium, and brand-aligned experience.

Responsibilities:

Team Leadership

• Support in leading, motivating, and developing a team of customer service advisors across multiple regions.
• Foster a culture of excellence, collaboration, and continuous improvement.

Customer Experience

• Champion the customer, ensuring all interactions reflect the brand's tone, values, and service standards.
• Handle complex or sensitive customer cases with empathy and professionalism.

Operational Excellence

• Identify and implement improvements to workflows, processes, and tools to drive efficiency and consistency.
• Oversee key service metrics (response times, CSAT/NPS, return rates), providing weekly reporting and insights to the Customer Services Manager.

Training & Development

• Support onboarding, training, and performance reviews of team members.
• Promote best practices and ensure consistent service quality across all touchpoints.

Cross-Functional Collaboration

• Partner with logistics, retail, and e-commerce teams to resolve fulfilment, returns, and product issues promptly.
• Share customer insights and feedback trends to inform wider business strategies across product, marketing, and operations.

Technology & Tools

• Assist with the management and optimisation of CRM and helpdesk systems (e.g. Zendesk, Salesforce, or similar).

• Previous experience within a customer service or contact centre environment.
• Proven experience managing a team; experience managing offshore teams is highly desirable.
• Excellent communication skills – both written and verbal – with the ability to adapt tone and style.
• A strong problem solver who is solution-driven and confident in decision-making.
• Highly organised, with the ability to multitask, prioritise, and meet deadlines in a fast-paced environment.
• Strong analytical ability and confidence working with data and metrics.
• Knowledge of basic retail consumer law and data protection principles.
• A natural leader who inspires others and leads by example.
• Dedicated to delivering an exceptional customer experience, always putting the customer first.
• Flexible approach – this role requires 4 days in the office and occasional support for offshore teams during their operating hours.

• Free 24 hour virtual GP access
• Summer hours - 3pm Friday Finish
• Payday half days throughout the year
• Enviable discounted products
• Harrods discount
• Sample sales
• Gym discounts
• Enhanced pension scheme including life assurance

Our Culture  

We're an energic fast-paced brand that embraces progress and strives for innovation. Hard work is rewarded with new opportunities at every level and kindness is celebrated in everything we do. Our summer working hours accommodate a healthy work life balance. Wellbeing is important to our working culture, which is why we nurture a friendly environment for talent to thrive in, alongside a vibrant social community.