Customer Service Manager

3 weeks ago

London UK, UK, United Kingdom Oliver Spencer Full time

We are looking for a quick-thinking, proactive Customer Service Manager & Ecommerce Executive to join our team at Oliver Spencer Menswear and Favourbrook Menswear & Womenswear. As a key member of the team, you will be responsible for delivering exceptional customer service, managing certain eCommerce operations, and ensuring a seamless and efficient experience for our customers. This role reports into the eCommerce Manager.


Role OverviewCustomer Service
  • Manage daily customer queries across email, telephone, and website, ensuring prompt and high-quality customer service at all times.
  • Oversee order fulfilment on the Shopify platform, ensuring orders from the warehouse and stores are processed in a timely manner and delivery expectations are consistently met or exceeded.
  • Liaise with the warehouse team to carry out fraud checks and ensure smooth order processing.
  • Oversee returns, ensuring refunds and exchanges are processed within the designated return window and handled efficiently.
  • Troubleshoot customer issues, identify areas for improvement, and propose actionable solutions to enhance customer satisfaction.
  • Collaborate with the retail team to build product knowledge, brand culture, and ensure consistency in cross-channel customer experiences.
  • Build meaningful relationships with VIP customers, monitoring their behaviour and implementing strategies to foster long-term loyalty.
  • Provide weekly and monthly KPI reports on customer service interactions, highlighting successes and areas for improvement.
  • Liaise with in-store teams to ensure seamless in-store fulfilment of online orders, providing support to enhance the customer experience.
  • Coordinate with Global-e for international order fulfilment, ensuring that international orders are processed and delivered to customers on time and seamlessly.
Ecommerce
  • Own the seasonal product upload process, coordinating with all relevant teams (production, inventory management, marketing, content, and logistics) to ensure a smooth and punctual go-live.
  • Collaborate with the eCommerce Manager to optimise site conversion rates, tracking page performance and user behaviour to identify areas for improvement and implementing solutions.
  • Create new collection pages for key product categories, new product launches, or collaborations, ensuring the content aligns with brand guidelines and customer expectations.
  • Update menu items and other navigational elements to ensure customers can easily find new collections and key product categories.
  • Collate product assets (descriptions, size guides, imagery) and perform content checks to ensure accuracy and consistency across the site.
  • Conduct weekly audits to identify missing assets and ensure they are uploaded promptly.
  • Analyse and produce refund reports
  • Create and maintain documentation and training materials for the product upload and management process to ensure third parties can assist during busy periods.


Prerequisite Knowledge, Skills, and Education
  • +1 years’ experience in eCommerce Customer Service and preferably a fashion retail background.
  • Passionate about men’s fashion and customer experience.
  • Impeccable communicator in written and verbal English is essential. Multi-lingual advantageous.
  • Strong organisational and time-management skills. Ability to work to deadlines. Attention to detail. Ability to work independently as well as a team player.
  • Excellent problem-solving and analytical skills.
  • Good IT skills and proficiency in Microsoft Office suite, especially Excel. Knowledge of Shopify is essential, and Zendesk or Georgias is desirable.


The benefits we can offer you:
  • Generous seasonal clothing allowance & staff discount
  • Pension scheme
  • Cycle to Work scheme
  • Monthly team socials
  • Camaraderie, questionable music tastes and good coffee


This is a full-time in-office role, permanently based at our HQ in Lambs Conduit Street, Holborn in London and your working hours will be Monday-Friday 8/9am-5/6pm in the office.


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