Consumer Relations Team Leader (8 Months FTC)

DECKERS; City Of London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading footwear brand is seeking a Consumer Relations Team Leader to oversee daily operations and enhance customer service excellence. You will manage a team, foster a positive environment, and drive continuous improvement. The ideal candidate has leadership experience and a passion for customer satisfaction. This role offers hybrid work options and generous benefits, including 27 days of holiday.

Benefits

27 Days Holidays + Bank Holidays

Flexible Working Environment

Growth and Development Opportunities

Discounts and Extras

Qualifications

• Experience in a Team Leader, Supervisor or similar leadership role.
• Passionate about customer service operations, KPI management and performance coaching.
• Experience managing a multilingual team is a plus.

Responsibilities

• Manage day-to-day operations of the Consumer Relations team.
• Promote a customer-focused environment.
• Monitor team and individual performance.
• Act as a brand ambassador.

Skills

Customer-centric mindset

Leadership

Conflict resolution

Multitasking

Job description

Consumer Relations Team Leander (8 months FTC)

At Deckers Brands, Together, Every Step is a promise kept that every employee can bring their authentic self, is valued and supported as a whole person, at work and beyond. Together, Every Step is how we continue to deliver exceptional business results, experience an amazing place to work, and have a positive impact on the communities and world around us.

The Role:

As the Consumer Relations Team Leader, you will manage day‑to‑day operations and resources of the Consumer Relations team to deliver exceptional service and maintain Deckers' competitive advantage. You will work closely with the Consumer Relations Manager, to ensure efficient handling of customer queries across all channels, promote first‑contact resolution and support team training and development.

The ideal candidate will have a constant improvement mindset to drive collaboration and contribute to projects that enhance quality, efficiency and overall consumer experience.

Your Impact:

• Customer Focus: lead by example, promote and develop a customer focused environment across the team
• People Management: support the CR Manager with the day‑to‑day operational management of the team to ensure the Customer Experience is a competitive advantage for Deckers. Ensure ongoing high morale, engagement and commitment within the team. Provide a people focused environment with the ability to develop and retain our most important assets - our people
• Performance Management: be responsible for monitoring team and individual performance, taking corrective action where necessary through one‑to‑one and coaching
• Brand Partner: be a brand ambassador - partner, advocate and be a brand expert
• Continuous Improvement: promote and drive a proactive not reactive environment within CS

COME AS YOU ARE

We celebrate diversity-of your background, your experiences, and your unique identity. We are committed to ensuring an inclusive and equitable workplace where all of our employees can Come as They Are. We believe that when we bring our different perspectives to work, we are truly Better Together.

Who You Are:

• You are natural leader
• You're comfortable with conflict and able to resolve them in an efficient way
• You have a customer‑centric mindset and are passionate for delivering outstanding service
• You can multitask in a fast‑paced environment to meet deadlines

We would Love to Hear from People with:

• Previous experience in a Team Leader, Supervisor or similar leadership role
• Passionate about customer service operations, KPI management and performance coaching
• Experience managing a multilingual team is a plus but not essential

What We Will Give You:

• 27 Days Holidays + Bank Holidays & some time away from work - on top of generous holiday allowance, we can generally take advantage of half day Fridays providing our work is finished for the week.
• Extras, discounts, perks & volunteering opportunities - Being a valued member of the Deckers Brands team means more than just a paycheck. From generous discounts to community‑based programs, we offer a variety of cool extras.
• Growth and Development - Deckers Brands was built on the idea of pursuing passion. That's why we offer extensive opportunities and support for personal and professional development including Global Mentorship Programme
• Hybrid & Flexible Working Environment

Equal Employment Opportunity

Diversity and inclusion are key to our success. We are proud to be an equal opportunity employer and our employees are people with different strengths, experiences and backgrounds who share a passion for our brands. We welcome qualified applicants embracing their race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, mental or physical disability, medical condition and all of the other beautiful parts of your identity.