Customer Service Manager (12 months FTC)

Deckers Brands; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading footwear and lifestyle company is seeking a Customer Service Manager for a 12-month fixed term contract in London. The successful candidate will lead the Customer Service team, ensuring excellence in service and operational efficiency while collaborating closely with sales and brand partners. As part of a diverse team, you'll have opportunities for personal and professional growth in a flexible working environment.

Benefits

27 Days Holidays + Bank Holidays

Flexible working environment

Generous discounts and perks

Opportunities for professional development

Qualifications

• Experience leading and developing teams in customer service.
• Strong commercial understanding of customer requirements.
• Ability to work in an evolving environment.

Responsibilities

• Manage day-to-day operations of the Customer Service Team.
• Establish controls for service quality and team performance.
• Develop and implement service improvement plans.

Skills

Leadership

Customer Relationship Management

Process Improvement

Education

Experience in multinational Customer Service environment

Experience using ERP/CRM systems

Tools

ERP / CRM systems

Job description

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Customer Service Manager (12 months FTC), London

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Client:

Deckers Brands

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

45d833eb5203

Job Views:

4

Posted:

02.06.2025

Expiry Date:

17.07.2025

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Job Description:

Customer Services Manager (12 Month FTC)

At Deckers Brands we don’t just create shoes, we create lifestyles. We are about opportunity. Opportunity to create, to grow and to have an impact. We want all our people to be as successful as they can be, to reach their full potential.

We want to positively impact the world, whether that be with our Be Good, Do Good community involvement, or through employing sustainable business practice and socially responsible operations. How we continue this journey is down to our 3,000 strong global team, across our five brands (UGG, Hoka, Teva, Sanuk and Koolabura by UGG). No matter where you are based within our team, we are committed to helping our people thrive. We will offer you a generous employee benefits package, as well as health, wellness, and career development support.

COME AS YOU ARE

We believe that the company you build is defined by the company you keep. We believe that a diverse, inclusive culture drives creativity and success. We believe that open hearts and minds together can unleash the potential of a brilliant mix of people-in every corner of Deckers. We strive to create a workplace that values ALL people, where we embrace differences, and everyone feels empowered to bring their full, authentic selves to work. Because the more perspectives we share, the better we can be.

The Role:

As the Customer Service Manager, you will provide exceptional leadership to the Wholesale Customer Service team by delivering strategic direction, functional expertise and motivational leadership delivering best-in-class service to our Deckers European Strategic & Regional account base.

The ideal candidate will have strong leadership skills to guide the Customer Service team and a strong commercial understanding of customer requirements.

Your Impact:

• Customer Relationship Management: Actively develops strong working relationships with Strategic account contacts and senior Sales management to ensure positive ongoing partnerships identifying gaps in service and providing the direction and plans for service improvement. Responsible for enhancing customer experience & defining service improvement plans following CS surveys feedback in close collaboration with Head of Wholesale Customer Service.
• Order Book Conversion: Implements and monitors effective order book management disciplines thereby ensuring all customer order books are accurate, validated and executed efficiently and in line with expectations. Drives forward order book conversion in line with Deckers KPIs and customer expectations.
• People Management: Manages the day-to-day operations of the Customer Service Team to ensure the customer experience is a competitive advantage for Deckers in keeping with SLAs. Ensure ongoing high morale, engagement and commitment within the team. Provides a people-focused environment with the ability to develop and retain our most important assets - our people. Attracts talent into the team by making Deckers CS the place where people want to work. Supports the Head of Customer Service in follow up actions from bi-annual employee engagement surveys.
• Performance Management: Establishes the necessary controls and measures to ensure quality and consistency of service, is responsible for overall team performance & development, as well as developing Team Leaders (succession planning).
• Continuous Improvement: Collaborates cross-functionally, internally and externally, to identify opportunities that will improve the Customer Experience and lead to gains in efficiency and effectiveness. Promotes and drives a proactive culture of continuous improvement within Customer Services. Plays an active and leading role in wider scope projects as directed by business and strategic needs.
• Brand Partner: Works closely with the brand team to truly understand the DNA of the brand and the strategic objectives. Aligns customer service goals with brand strategy to strengthen brand partnership & support growth.

Who You Are:

• You empower and support dynamic teams, leading by example
• You are passionate about continuous process improvement
• You’re comfortable taking ownership of new challenges
• You are resourceful, and confidently seeks to find new solutions
• You communicate and collaborate with members at all levels across the business
• You’re comfortable working in an environment with changing and evolving needs

We would Love to Hear from People with:

• Experience working in a multinational Customer Service environment providing wholesale customer service & strategic account management
• Experience leading and developing teams
• Experience in using ERP / CRM systems (Oracle knowledge is advantageous)

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.

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