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 customer satisfaction. Analyse customer feedback and implement continuous improvements. Forecast customer contact volumes and plan resources effectively. Work closely with ecommerce, operations and logistics teams to improve the customer journey. Identify opportunities for automation and process improvements. About You 5+ years'' customer service management experience within ecommerce, retail, fashion, homeware or lifestyle sectors. Experience managing both internal teams and outsourced customer service providers. Strong leadership and ..... full job details .....