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 The Hunza G customer care team are crucial brand ambassadors, ensuring every customer interaction exceeds customer expectations and are a crucial part of our sales and retention function. Bringing an obsession for customer experience you will act as the in-house expertise and guardian for the Hunza G customer across the business- building a robust strategy, suite of processes and reporting structure – to transition towards a best in class customer experience. Working with the Head of Digital your key responsibilities will include: 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 providing 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 the 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. AOB 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 and great attention to detail.