Client Services Manager

SWAY Hair Extensions; Altrincham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading hair and beauty company in the UK is seeking a Client Services Manager to enhance customer satisfaction and team performance. This role involves leading the customer service team, refining service processes, and developing customer engagement initiatives. The ideal candidate will have exceptional communication skills, a deep understanding of the hair and beauty industry, and experience in e-commerce. This position represents a great opportunity to make a significant impact as the company continues to grow.

Qualifications

• Experienced customer service leader with strong people management skills.
• Strong knowledge of the hair/beauty industry and customer expectations.
• Exceptional communication and problem-solving abilities.
• Commercial mindset and an understanding of customer needs.
• Experience in e-commerce; Shopify Plus knowledge is a bonus.

Responsibilities

• Lead, mentor, and motivate the Customer Service team to deliver top-tier performance.
• Oversee and refine customer service processes and policies to ensure a seamless experience.
• Set and track team KPIs while analysing trends and performance outcomes.
• Stay up to date with industry trends and maintain strong knowledge of company products.
• Develop and execute customer engagement initiatives and loyalty programmes.

Skills

Customer service leadership

Problem-solving

Communication

Team management

E-commerce knowledge

Job description

Client Services Manager – SWAY Hair Extensions

About the Role

As our Client Services Manager , you’ll take the lead on driving customer satisfaction, team performance, and service innovation as SWAY continues to grow. You’ll be the key force behind developing our customer service function, empowering the team, and ensuring our clients receive exceptional support every time they interact with us.

What You’ll Do

Lead & Develop the Team

• Lead, mentor, and motivate the Customer Service team to deliver top-tier performance.
• Provide ongoing training to strengthen product knowledge, service excellence, and problem‑solving skills.
• Manage team schedules to ensure consistent, high-quality service coverage.

Elevate the Customer Experience

• Oversee and refine customer service processes and policies to ensure a seamless experience.
• Handle escalated or complex issues, driving fast and effective resolutions.
• Monitor customer feedback to identify service gaps and opportunities for improvement.

Drive Performance & Continuous Improvement

• Set and track team KPIs while analysing trends and performance outcomes.
• Deliver regular service performance reports to senior leadership.
• Streamline workflows and introduce improvements that enhance efficiency and service delivery.
• Collaborate with Sales, Marketing, and other departments to elevate the full customer journey.

Engage Customers & Strengthen the Brand

• Stay up to date with industry trends and maintain strong knowledge of SWAY products.
• Support customers and team members with expert product information when needed.
• Develop and execute customer engagement initiatives, loyalty programmes, and appreciation events that foster long‑term relationships.

What We’re Looking For

• Experienced customer service leader with strong people management skills.
• Strong knowledge of the hair / beauty industry and customer expectations.
• Exceptional communication and problem‑solving abilities.
• Commercial mindset and an understanding of customer needs.
• Experience in e-commerce; Shopify Plus knowledge is a bonus.