At a Glance
- Tasks: Lead a dynamic B2B Customer Service team and drive operational excellence.
- Company: Join Helen of Troy, a leader in innovative consumer products.
- Benefits: Enjoy competitive pay, health perks, flexible work, and employee discounts.
- Other info: Be part of a diverse, inclusive team with global career opportunities.
- Why this job: Make a real impact on trusted brands like OXO and Hydro Flask.
- Qualifications: 5+ years in customer support management; strong communication skills required.
The predicted salary is between 50000 - 60000 £ per year.
Join our BtoB Customer Service team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere, every day.
Position: Customer Service Manager (BtoB)
Department: Customer Service/Operations
Work Location: London, England
Work Type: Permanent, Full time, Hybrid (working 3 days onsite)
What you will be doing:
The Customer Service Manager leads the SOTL (Sports, Outdoor, Travel & Lifestyle) B2B Customer Service team, providing leadership, direction, and coaching in alignment with company policies, operational standards, and departmental objectives. You will oversee the Customer Service operations for the Osprey and Hydro Flask brands within the SOTL European business, ensuring operational excellence by driving process efficiency, establishing and monitoring key performance indicators (KPIs), and delivering high-performance service standards. The role also champions continuous improvement by leading initiatives and projects that enhance processes, tools, and overall operational effectiveness.
As a key representative of the Customer Service & Operations functions, the Customer Service Manager demonstrates strong decision-making, effective stakeholder management, and clear communication across the organization. The role promotes company objectives and team values while fostering a customer-centric culture that builds long-term customer loyalty through exceptional service and strong relationships.
Key Responsibilities:
- Own Customer Service tools, processes, and Standard Operating Procedures (SOPs), continuously identifying opportunities to improve efficiency, enhance customer experience, and optimize operations through new initiatives and projects.
- Leading and developing a team of eight direct reports by inspiring, coaching, and motivating through regular one-to-one meetings, team meetings, performance reviews, and ongoing feedback. Setting clear team and individual objectives aligned with business priorities.
- Drive Customer Service team performance by ensuring excellence in order management, communication quality, and customer inquiry resolution. Establish, monitor, and analyze key performance indicators (KPIs) to achieve operational and service excellence.
- Monitor order intake and coordinate order releases to the warehouse, working closely with Logistics and Warehouse teams to ensure timely execution and achievement of monthly, quarterly, and annual business targets.
- Oversee pre-season and call-off order management, ensuring effective planning, resource allocation, and team readiness to successfully manage peak order volumes.
- Build and maintain strong cross-functional partnerships with Sales, Logistics, Warehouse, and other key stakeholders to ensure seamless communication, efficient issue resolution, and alignment on business priorities.
Skills needed to be successful in this role:
- Minimum of 5 years' experience in people management in a Customer Support role; BtoB experience preferred.
- Advanced knowledge of all software/applications used including Excel (Oracle experience would be a plus).
- Excellent communication and interpersonal skills.
- A commercial mindset and proven dedication to support the business in meeting and exceeding targets.
Minimum Qualifications:
- Related experience or qualifications in Operations, Customer service, Business Management, and logistics.
- Authorized to work in the UK on a full-time basis.
- Fully able to work 3 days a week in a London office location.
What do we offer?
- Competitive compensation package depending on experience and skills.
- Collective Health Insurance or Gym Allowance.
- Mobility allowance.
- Flexible work policy with regards to working hours and work from home.
- Increased flexi-days package after 1 year of service.
- Perkbox.
- Modern office with collaborative workspaces.
- Employee assistance counselling line.
- Employee discounts on all our EMEA products.
- Lunch and Learns.
- Company closure between Christmas and New Year's.
- Employee Stock Purchase Plan.
- The chance to work in an international, diverse, and inclusive environment!
Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.
Customer Service Manager employer: Helen-of-Tro
At Helen of Troy, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters inclusion and innovation. Our London-based team enjoys flexible working arrangements, competitive compensation, and numerous employee benefits, including discounts on our renowned brands and opportunities for professional growth. Join us to make a meaningful impact while collaborating with passionate individuals dedicated to elevating everyday lives through our trusted products.
