Customer Service Manager (12 months FTC)

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Customer Service Manager (12 months FTC), London

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Client:

Deckers Brands

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

45d833eb5203

Job Views:

10

Posted:

26.04.2025

Expiry Date:

10.06.2025

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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.

• 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

• 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)

• 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