Customer Service Manager (9 months FTC)

TN United Kingdom; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player seeks a dynamic Customer Service Manager for a 9-month fixed-term contract in London. This role offers the opportunity to lead a passionate team, ensuring exceptional service to strategic accounts across Europe. You'll drive continuous improvement initiatives, manage customer relationships, and foster a culture of engagement and excellence. With a commitment to diversity and inclusion, this company values the unique contributions of each team member. If you're ready to make a significant impact in a supportive and innovative environment, this is the role for you.

Benefits

27 Days Holidays + Bank Holidays

Flexible Working Environment

Generous Discounts

Growth and Development Opportunities

Volunteering Opportunities

Qualifications

• Experience in a multinational Customer Service environment.
• Proven track record in leading and developing teams.

Responsibilities

• Lead the Customer Service team to deliver top-tier service.
• Manage relationships with strategic accounts and enhance customer experience.

Skills

Customer Relationship Management

Team Leadership

Process Improvement

ERP/CRM Systems

Strategic Account Management

Tools

Oracle

Job description

Social network you want to login/join with:

Customer Service Manager (9 months FTC), London

col-narrow-left

Client:

Deckers Brands

Location:

London, United Kingdom

Job Category:

Customer Service

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

5a339465f8e1

Job Views:

13

Posted:

26.04.2025

Expiry Date:

10.06.2025

col-wide

Job Description:

Customer Service Manager - 9 months 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:

The purpose of this role is to offer outstanding leadership to the Wholesale Customer Service team by providing strategic direction, functional expertise, and motivational guidance. The aim is to deliver top-tier service to Deckers' strategic and regional accounts across Europe. This will be achieved by overseeing and directing the activities of the Customer Service team to consistently maintain the highest service standards.

Your work will focus on continuous improvement, collaborating closely with the wider Customer Service Management team and cross functionally.

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.

#LI-LJ1

#LI-FC1

#LI-LZZ1

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.

Bank or payment details should not be provided when applying for a job. Eurojobs.com is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Created on 26/04/2025 by TN United Kingdom