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Customer Experience Manager

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Office Angels

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Location:
United Kingdom , London

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Category:
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Contract Type:
Not provided

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Salary:

35000.00 - 40000.00 GBP / Year
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Job Description:

At this organisation, they pride ourselves on thier unwavering commitment to quality and service. As a leader in the retail industry, they are dedicated to crafting remarkable experiences for thier customers around the globe. This role is pivotal in enhancing client relationships and ensuring a seamless experience across all touchpoints. The Role In this hands-on position, you will be the heart of the Customer Service function. You'll take full ownership of customer communications across eCommerce and related channels. Your expertise will ensure that every interaction reflects the brand values and craftsmanship.

Job Responsibility:

  • Deliver exceptional customer service to a global clientele across email, phone, and digital platforms
  • Manage all customer inquiries, orders, aftersales support, and issue resolutions with professionalism and care
  • Provide confident product knowledge and styling guidance to support sales and boost client confidence
  • Build and maintain long-term client relationships, ensuring a considered experience from start to finish
  • Serve as a trusted contact throughout the eCommerce conversion funnel, facilitating informed decision-making
  • Ensure all communications resonate with our brand values and commitment to excellence
  • Collaborate with eCommerce, Retail, and other teams to create a unified customer experience
  • Proactively manage ongoing inquiries and orders, tracking them effectively
  • Share insights on customer service performance in weekly meetings and prepare structured monthly reports
  • Lay the groundwork for future growth of the Customer Service department, establishing processes and best practices
  • As the department expands, assist in recruiting and training a dedicated customer service team

Requirements:

  • Proven experience in premium or luxury retail and eCommerce customer service
  • Comfortable working autonomously, with a high level of ownership and accountability
  • Previous experience managing a customer service team, with a vision for scaling the function
  • Confident in delivering highly personalised service to VIP clients
  • Background in luxury personal shopping or VIP sales is a plus
  • Exceptionally organised, detail-focused, and calm under pressure
  • A natural communicator with excellent written and verbal skills, sensitive to brand tone
  • Professional, personable, and service-driven, with a genuine passion for fashion and craftsmanship

Nice to have:

  • Attention to detail and strong time management skills
  • Proactive and solution-focused mindset
  • Experience in garment, textiles, or tailoring is advantageous
  • Proficient in MS Office applications (Word & Excel)
  • Familiarity with Shopify is a bonus
  • A positive, collaborative approach to working within a team

Additional Information:

Job Posted:
May 10, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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