Customer Service Manager

LeMieux; Romsey; On-site; GBP 30,000 - 45,000; Full time

Job summary

LeMieux is seeking a Customer Service Manager to lead a team dedicated to delivering exceptional customer service in a fast-growing global equestrian company. The role involves overseeing team performance, ensuring customer satisfaction across various channels, and collaborating with other departments to improve service quality. Ideal candidates will possess strong leadership skills, a proven background in customer service, and the ability to drive results in a dynamic environment.

Benefits

Company pension

Free on-site parking

Casual attire

Generous holiday allowance

Health & Wellbeing app

Staff discount

Qualifications

• Proven experience in managing customer service teams in B2B and B2C.
• Experience setting and exceeding KPIs and SLAs.
• Strong background in complaint handling and cross-functional collaboration.

Responsibilities

• Lead and develop customer service teams to enhance performance.
• Ensure timely and professional customer interactions across all channels.
• Establish and monitor KPIs, implementing process improvements.

Skills

Leadership

Customer service

Complaint resolution

Communication

Data analysis

Multitasking

Collaboration

Tools

CRM systems

Job description

Customer Service Manager

LeMieux has an exciting opportunity for an experienced Customer Service Manager looking for a new challenge in a fast-growing global equestrian company.

We have an ambitious vision and are looking to add to our 180-strong HQ team to achieve it. You’ll be working alongside Sales to achieve best in class customer service and ultimately, help make LeMieux the most exciting equestrian brand on the planet.

Role Overview:

As Customer Service Manager, you will be responsible for leading a team of Customer Service Partners with a focus on delivering excellence in Customer Service across our Ecom and Trade channels as well as to our internal stakeholders.

Key Responsibilities:

• Oversee and lead the Customer Service teams (B2B, B2C) taking responsibility for their performance
• Responsible for the delivery of top class customer service, ensuring customers have a great experience
• Ensure customers are responded to timely, in a professional, helpful, accurate and positive manner at all times
• Set and monitor targets, SLAs and KPIs and ensure they are achieved and exceeded
• Establish customer service policies and procedures. Constantly seek to identify and implement improvements
• Train, manage and motivate teams to improve performance. Conduct 121 and performance reviews
• Ensure Customer communication is consistent across all channels (phone, email, live chat)
• Have involvement in the recruitment of new team members, onboarding and training
• Monitor volume of contact and plan resource accordingly
• Act as key escalation point for customer service queries – resolving complaints
• Manage Feefo reviews to maintain excellent rating
• Continually liaise with and feedback to warehouse
• Liaise with ecommerce and marketing teams to understand marketing calendar, product launches and selling campaigns
• Represent CS team in weekly trade meetings
• Understand and ensure compliance with GDPR

Suitable applicants will display the following skills and experience:

• Previous experience in leading and managing a Customer Service team in both B2B and B2C environments.
• Demonstrable experience in setting and achieving SLAs, KPIs and other performance metrics
• Strong background in complaint resolution and escalation handling
• Experience in working cross-functionally with departments such as marketing, ecommerce and operations
• Familiarity with CRM systems and Customer Service software (e.g. Hubspot, Microsoft BC or similar)
• Working knowledge of GDPR and data protection regulations
• Exceptional leadership and people management skills with a coaching mindset
• Excellent communication skills – both verbal and written – with the ability to represent the customer service function at all levels of the business
• Highly organised with strong management and multitasking skills
• Analytical with the ability to interpret data, draw insights and make data-driven decisions
• Able to stay calm under pressure and manage conflicting priorities effectively
• Commercially aware with a customer-centric mindset
• Capable of identifying areas for improvement and leading change initiatives to enhance the customer experience
• Resilient and adaptable to change
• Collaborative and team-oriented with a positive and motivating presence

About us

LeMieux’s committed global trade and distribution network, vibrant customer and rider community, unrivalled technical expertise and specialist colour flair have made our rapid growth possible. We think constantly about the horse and rider, solving their problems and improving their experiences, and we apply exacting standards to all of our products and practices. We’re strengthened by our diverse talents, with innovation at the heart of our global network, led from our purpose-built HQ on the edge of the New Forest.

Life at LeMieux

Overview

At LeMieux, we’re all equestrians, whether we ride or not. Hard graft is part and parcel of life with horses, and this ethos drives everything we do. If you share our energy, grit, determination, and passion to get things done, you’ll fit right in.

We’re growing fast. Are you motivated by new experiences, ready to try new things and excited by change?

We’re looking for exceptional people with diverse talents who are ready to immerse themselves in our unique world. You’ll need to chase innovation, trade in ideas, be exacting about detail, share your journey, and obsess about inspiring our global community of riders and their horses.

Does this sound like you?

Benefits

From financial security to time with your loved ones (on two legs or four), we continually invest in our employees. Benefits vary by role, but you can expect:

• Company pension
• Free on-site parking
• Casual attire
• Generous holiday allowance
• Health & Wellbeing app
• Staff discount