E‑Commerce CX Leader — Scale World‑Class Support (Hybrid)

Legend London; East Midlands; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Strong career progression

People-first culture

Job summary

A fast-growing fashion brand in East Midlands is seeking an E-Commerce Customer Service Manager to oversee a large team and develop customer experience systems. You will lead initiatives to improve customer satisfaction and streamline service processes. The ideal candidate has experience managing customer service for DTC brands and can thrive in a high-growth setting. This full-time position offers hybrid work and opportunities for career development in a vibrant culture.

Qualifications

• Experience managing a customer service team for a DTC brand with 10k+ monthly orders.
• Proven ability to reduce operational inefficiencies and improve customer satisfaction.
• Strong skills in building scalable CX systems including automation and reporting.

Responsibilities

• Lead, manage, train, and develop a team of 20+ customer service agents.
• Establish and optimise end-to-end CX systems, processes, templates, and policies.
• Resolve escalated customer issues and ensure fast, effective solutions.

Skills

Communication skills

Problem-solving

Leadership

Organisational skills

Attention to detail

Tools

Zendesk

Dashboards

Job description

A fast-growing fashion brand in East Midlands is seeking an E-Commerce Customer Service Manager to oversee a large team and develop customer experience systems. You will lead initiatives to improve customer satisfaction and streamline service processes. The ideal candidate has experience managing customer service for DTC brands and can thrive in a high-growth setting. This full-time position offers hybrid work and opportunities for career development in a vibrant culture.