Customer Care Manager (Remote Role)

Customer Care Manager

Reports to: Head of Digital

Reports: Customer Care Executive

Start date: March 2025

Office location: Soho, London

About Hunza G

Hunza G was originally born in 1984, known then only as Hunza under the direction of Peter Meadows who created its signature, unique crinkle-stretch fabrication and high-cut leggy designs. Hunza became instantly recognisable in the 90’s after being worn by Julia Roberts in Pretty Woman. In 2015, Hunza added the G when Georgiana Huddart re-launched the brand and became Creative Director after having an obsession with the fabrics throughout her 20’s. With modern nostalgia at its core, Hunza G has grown to become an iconic brand synonymous with the beach.

Key Responsibilities

• Building on existing frameworks to create and deliver ambitious strategy for the customer care department, aiding towards maximising the brand’s NPS score.
• Develop and implement in-depth reporting across relevant KPIs, providing visibility to the wider business and proactive actions to improve customer experience.
• Manage the in-house and 3rd party members of the Hunza G customer care team, ensuring an elevated and consistent communication of our customer first ethos and brand values.
• Develop customer service SLAs and ensure targets are met without compromising service level.
• Work with relevant wider business departments to highlight customer pain points and deliver solutions.
• Manage and resolve customer queries across phone, email, live chat, social media, and review platforms.
• Any other business (AOB) as required.

The Ideal Candidate

• Strong experience in managing global ecommerce customer care teams, offering best-in-class customer service.
• Direct to consumer experience essential, fashion/swimwear experience ideal.
• Customer-obsessed with a proactive approach.
• Strong experience in appeasement strategy.
• Hands-on approach to customer care.
• Strong written and verbal communication skills.
• Ability to work in a fast-paced environment as part of a small, growing, and passionate team.
• Highly organised with great attention to detail.