Customer Success Manager (TGM1998) – £35k

Location: Leicester

Type: Permanent

Industry: Ladieswear

Job Ref: TGM1998

The Company:

An amazing opportunity for an experienced Customer Success Manager to join a growing fashion supplier and online brand. This role will be part of the E-commerce department and will focus exclusively on supporting the company’s e-commerce clients. Experience using platforms such as Slack, Trello, and Zendesk for managing customer communication and task workflows is advantageous.

Responsibilities:

• Work as part of the developing E-commerce Team
• Managing client relationships
• Acting as the primary point of contact for customer queries
• Overseeing the client onboarding process
• Ensure a smooth start for new clients
• Proactively monitoring client satisfaction and addressing concerns to prevent escalation
• Handling day-to-day customer issues, including queries on order status and product concerns
• Collaborating with internal teams to ensure seamless client service and resolve any operational issues
• Managing and supporting a direct report in the order fulfilment team

Skills and Experience:

To be successful in this role, you should have:

• 3+ years’ experience in customer success, account management, or client relations, preferably within e-commerce
• Strong leadership abilities, including experience managing staff or direct reports
• A customer-first mindset, with excellent communication and relationship-building skills
• Strong problem-solving abilities and a proactive approach to managing client needs
• Organisational skills and the ability to manage multiple tasks in a fast-paced environment
• Familiarity with CRM systems and client management platforms is highly preferred
• Experience with e-commerce and fulfilment processes is highly desirable

It would be beneficial for the Customer Success Manager role if you also had:

• Strong written and verbal communication skills
• Experience using platforms such as Slack, Trello, and Zendesk for managing customer communication and task workflows
• Familiarity with Linnworks for inventory and order management would be an advantage (but not essential)