Customer Success Manager | Luxury Drinks Brand | London

Customer Success Manager | Luxury Drinks Brand | London / Hybrid

The Client

Harmonic is delighted to be partnering with a luxury drinks brand that has built its reputation on sustainability and an uncompromising approach to sourcing. Working directly with growers and producers, the business travels to the finest regions in the world to find distinctive products of real provenance, and is committed to supporting the people and environments behind them. For this brand, the story of where a product comes from matters as much as how it tastes.

That commitment to quality has made the business a trusted partner to many of London’s leading five-star hotels, alongside prestigious members clubs. With twenty years of heritage behind it and a growing direct-to-consumer offer, the brand is now at an important stage of its growth. Service sits at the heart of that, and the client is looking for someone to make sure the experience of working with them is as exceptional as the product itself.

The Role

Reporting directly into the COO, the Customer Service Manager will take full ownership of customer service for a brand where trade clients, from five-star hotels to members clubs, expect every order to be right. You will lead a small, experienced and self-sufficient team, so the focus is on the function itself: how orders flow from placement to delivery, which systems support them, and how the department is designed to keep pace as the business grows. This is a hands-on, strategic role for someone who sees a good process as part of the customer experience, and who has a record of implementing new tools and redesigning the way a team works. You will have real influence and the freedom to shape the function in your own way, with a clear path to Head of or Senior Manager as it develops.

Key Responsibilities

• Lead and develop the Customer Services team, setting high standards for accountability and service.
• Deliver on-time, in-full performance across trade and consumer channels, working to a 98% OTIF target.
• Own order management from order placement and invoicing through to delivery and query resolution, across the UK and export markets.
• Redesign processes and implement the systems and reporting that bring service performance to life.
• Use service metrics and customer feedback to find issues early and drive improvements.
• Work closely with Sales, Finance and Supply to deliver a joined-up experience for every customer.
• Build strong relationships with commercial teams and clients, including luxury hospitality accounts.
• Make sure the team is cross-trained so service levels hold through holidays and absence.
• Experience leading a customer service or customer operations team in a product-led business.
• Strong B2B and B2C customer service background, including order management and order to cash.
• A track record of implementing systems or redesigning processes, not simply maintaining them.
• Confidence with order management systems, CRM platforms and Excel.
• Comfortable managing a small team while staying hands-on.
• Experience in FMCG, food and beverage, consumer goods or another fast-moving product environment.
• Exposure to international orders, export documentation or trade compliance.
• Experience implementing or improving customer service systems and reporting.
• A proactive, commercially minded approach, with an interest in building better ways of working.
• A genuine enthusiasm for great products and the customer experience that surrounds them.

Location: London, hybrid (3 days in the office)

Start Date: ASAP

At Harmonic, we are dedicated to fostering an inclusive and equitable workplace. We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.

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