Customer Services Manager

ORVEON; London; On-site; GBP 40,000 - 65,000; Full time

Job summary

A leading beauty company is seeking a talented individual to manage outsourced call center operations in London. This role involves overseeing vendor performance, ensuring compliance with regulations, and driving operational excellence in eCommerce. The ideal candidate will have a strong background in customer service and eCommerce operations, with a focus on continuous improvement and collaboration across teams.

Qualifications

• Strong understanding of UK/EU consumer markets and GDPR.
• Experience in managing outsourced operations and vendor relationships.
• Proven track record in eCommerce and customer service excellence.

Responsibilities

• Manage day-to-day operations of call center partners ensuring quality and performance.
• Monitor performance metrics and implement improvement initiatives.
• Collaborate with internal teams to drive continuous improvement.

Skills

Customer Service

Operational Excellence

Vendor Management

eCommerce Operations

GDPR Compliance

Tools

Shopify

Gorgias

Patchworks

Zendesk

AI and Automation Tools

Job description

About Us

Orveon is a new kind of beauty company launched in December 2021 when we acquired our three iconic brands - bareMinerals, BUXOM, and Laura Mercier. With more than 1,000 employees and operating in 40+ countries, we're a truly global business. Our headquarters are in New York, with additional locations in major cities worldwide.

We love our brands and are embarking on a powerful shift: To change how the world thinks about beauty. We are a collective of premium and prestige beauty brands committed to stark honesty, co-creation, and making a sustainable cultural impact.

People here are passionate, entrepreneurial and most of all, bold. This is an inspirational group of talented, silo-busting, confident and humble people, working together to build something better. We are looking for the best talent to join us on that journey. We believe we can accomplish more when we #Face Forward Together!

About the Role

1. Manage and oversee day-to-day operations of our outsourced call centre partner(s), ensuring adherence to service level agreements (SLAs), quality standards, and performance targets.
2. Act as the primary liaison between our internal teams and BPO providers, fostering a strong collaborative relationship and ensuring alignment on objectives.
3. Monitor BPO performance metrics (e.g., average handling time, CSAT, FCR), and implement improvement initiatives where needed.
4. Conduct regular performance reviews and business reviews with BPO partners, addressing areas for improvement and recognising high performance.
5. Ensure SOP's and BPO knowledge base is reviewed and updated annually.
6. Handle complex escalations, customer complaints, and service issues passed through the BPO, ensuring timely and effective resolution.
7. Ensure all outsourced teams comply with company policies, GDPR, and relevant regulatory requirements.
8. Collaborate with internal stakeholders (e.g., eCommerce, supply chain, sales/marketing, logistics, etc.) to drive continuous improvement and share customer insights.
9. Support workforce planning, demand forecasting, and scheduling in coordination with BPO resource teams.
10. Drive quality assurance programmes, training initiatives, and coaching strategies to support BPO team development and consistency of service.
11. Oversee end-to-end vendor management, including onboarding, performance tracking, contract compliance, and budget oversight.
12. Manage purchase order (PO) processes in collaboration with finance and procurement to ensure accurate and timely payments. Utilize reporting tools to deliver actionable insights on performance, budget, and operations to key stakeholders.
13. Drive operational excellence across Shopify and Gorgias platforms to ensure a seamless, omnichannel customer experience.
14. Oversee returns processing and fraud prevention, while closely managing order fulfilment in partnership with 3PL providers and integration platforms like Patchworks.
15. Bring a strong understanding of the UK/EU consumer markets, GDPR, and localized fulfilment models.
16. Leverage deep expertise in eCommerce operations and tech stack-including Shopify, Gorgias, Patchworks, 3PL, and courier systems (Evri, DHL) and demonstrate a strategic mindset for enhancing digital service through platforms like Gorgias, Zendesk, AI, and automation.