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For Companies At a Glance
- Tasks: Lead the customer care team to enhance customer experiences and manage queries across multiple platforms.
- Company: Hunza G is a renowned fashion brand known for its iconic beachwear and unique fabrics.
- Benefits: Enjoy a remote work setup with opportunities to shape customer service strategies.
- Why this job: Join a passionate team and make a real impact on customer satisfaction in a trendy brand.
- Qualifications: Experience in managing ecommerce customer care teams, especially in fashion, is essential.
- Other info: This role starts in March 2025 and is based remotely.
The predicted salary is between 36000 - 60000 £ per year.
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.
Customer Care Manager (Remote Role) employer: Hunza G
Contact Detail:
Hunza G Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager (Remote Role)
✨Tip Number 1
Familiarize yourself with Hunza G's brand values and customer care ethos. Understanding the company's unique approach to customer experience will help you align your strategies and demonstrate your commitment during the interview.
✨Tip Number 2
Prepare specific examples from your past experiences that showcase your ability to manage customer care teams effectively. Highlight instances where you've improved customer satisfaction or resolved complex issues, as this will resonate well with the hiring team.
✨Tip Number 3
Research current trends in ecommerce customer service, especially within the fashion industry. Being knowledgeable about best practices and innovative strategies will position you as a forward-thinking candidate who can contribute to Hunza G's growth.
✨Tip Number 4
Showcase your communication skills by preparing to discuss how you would handle various customer interactions across different platforms. This will demonstrate your hands-on approach and readiness to elevate the customer experience at Hunza G.
We think you need these skills to ace Customer Care Manager (Remote Role)
Some tips for your application 🫡
Understand the Brand: Before applying, take some time to understand Hunza G's brand identity and values. Familiarize yourself with their history, products, and customer service philosophy to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in managing customer care teams, especially in the ecommerce sector. Mention any direct-to-consumer experience and how it relates to the fashion or swimwear industry.
Showcase Your Skills: Clearly outline your strong written and verbal communication skills in your application. Provide examples of how you've successfully resolved customer queries and improved customer experiences in previous roles.
Tailor Your Application: Make sure to customize your cover letter to reflect your passion for customer service and your proactive approach. Discuss how you can contribute to building a best-in-class customer experience at Hunza G.
How to prepare for a job interview at Hunza G
✨Show Your Passion for Customer Experience
Make sure to express your genuine enthusiasm for customer care. Share specific examples from your past experiences where you went above and beyond to ensure customer satisfaction, as this aligns perfectly with Hunza G's customer-first ethos.
✨Demonstrate Your Strategic Thinking
Prepare to discuss how you would build on existing frameworks to enhance the customer care department. Think about ambitious strategies you could implement to improve customer experience and increase the brand’s NPS score.
✨Highlight Your Team Management Skills
Since managing both in-house and third-party teams is crucial for this role, be ready to talk about your leadership style. Share examples of how you've successfully managed teams and ensured consistent communication of brand values.
✨Be Ready to Discuss KPIs and Reporting
Familiarize yourself with key performance indicators relevant to customer care. Be prepared to explain how you would develop and implement reporting structures to provide visibility across the business and proactively improve customer experience.
