Customer Care Manager

ME AND EM; London; On-site; GBP 30,000 - 60,000

Job description

Job Title: Customer Care Manager

Reporting to: Head of Customer Care

Location: Head Office, White City Place, West London

Contract Type: 12 Month Maternity Contract / Full time, 37.5 hours per week

About Us:

ME+EM is one of the UK's fastest-growing luxury fashion brands. As a direct-to-consumer business, we operate in a truly omnichannel way, with an extremely successful online store, monthly mailings, and stores in London, Edinburgh, and concessions in Harrods and Selfridges. Our exciting growth continues in spring 2024 with the opening of our first US stores.

At ME+EM, we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn, and are not afraid to take risks. Everyone contributes to our success at all levels, and that is precisely what makes being a member of the team so rewarding.

Our office and stores are always busy and fast-paced, but we work just as hard to make sure it's fun, with social activities and biannual parties. We pride ourselves on being approachable, supportive, and welcoming, and ensure that everyone's hard work is rewarded. It takes all these things to build a strong, successful business, and our door is always open to new talent ready to contribute to our growth and evolution.

About the Role:

The Customer Care Manager is responsible for leading and developing the Customer Care team to deliver an exceptional service experience across all customer touchpoints. This role ensures that customer needs are met efficiently and professionally while driving continuous improvements in processes, technology, and team performance. The Customer Care Manager plays a key role in shaping customer service strategy, optimizing operations, and fostering a customer-first culture to enhance satisfaction, loyalty, and revenue growth.

Responsibilities:

• Team Management: Oversee daily customer support operations across multiple channels, manage schedules, coach supervisors, and lead recruitment.
• Customer Service & Escalations: Handle high-level complaints, improve policies, manage VIP customers, and support sales initiatives.
• Training & Reporting: Identify trends, ensure accurate website information, implement new systems, and track key performance metrics.
• Technology & Quality Assurance: Optimize CS platforms (e.g., Freshdesk), manage order systems, and maintain high service standards.
• Logistics & Operations: Address warehouse queries, plan for peak periods, and implement new services (e.g., delivery, returns).

Skills:

• Proven leadership in e-commerce customer service.
• Strong analytical and problem-solving abilities.
• Expertise in CS platforms (Freshdesk, Zendesk) & Order Management Systems (Centra).
• Workforce management & forecasting experience.
• Excellent communication and team motivation skills.
• Customer-focused with adaptability in fast-paced environments.

Employee Benefits:

• 33 days annual leave for full-time employees (25 days holiday + 8 bank holidays)
• A day off to celebrate your birthday.
• Pension Scheme
• Group Life Insurance
• Employee Assistance Programme (EAP)
• Length of Service Award
• Refer a Friend Scheme
• Staff uniform for retail employees
• Generous Staff and Friends and Family Discount
• Annual Volunteer Day
• Cycle to Work Scheme
• Tech Scheme
• Eye Care Vouchers
• Real Living Wage Employer
• Employee-led committees
• Social events and biannual parties
• Enhanced maternity and paternity package after 2 years of service.

ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.

Please email [email protected] should you require any adjustments needed to take part in this recruitment process.

Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.