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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 growing brand.
- Qualifications: Experience in managing ecommerce customer care teams, especially in fashion, is essential.
- Other info: This role reports directly to the Head of Digital and offers a chance to innovate.
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 their unique approach to customer experience will help you align your strategies and demonstrate your commitment to their mission during the interview.
✨Tip Number 2
Showcase your experience in managing global ecommerce customer care teams by preparing specific examples of how you've improved customer satisfaction and retention in previous roles. This will highlight your capability to contribute to Hunza G's ambitious strategy.
✨Tip Number 3
Research current trends in the fashion and swimwear industry, especially regarding customer service. Being knowledgeable about the market will allow you to discuss innovative ideas for enhancing customer experience at Hunza G.
✨Tip Number 4
Prepare to discuss your hands-on approach to customer care. Be ready to share how you've effectively managed customer queries across various platforms, as this role requires versatility in communication and problem-solving.
We think you need these skills to ace Customer Care Manager (Remote Role)
Some tips for your application 🫡
Understand the Brand: Familiarize yourself with Hunza G's history, values, and customer care philosophy. This will help you tailor your application to reflect your alignment with their brand ethos.
Highlight Relevant Experience: Emphasize your experience in managing customer care teams, especially in the ecommerce and fashion sectors. Use specific examples that demonstrate your customer obsession and proactive approach.
Showcase Communication Skills: Since strong written and verbal communication skills are crucial for this role, ensure your application is well-written and free of errors. Consider including a brief example of how you've effectively communicated with customers in the past.
Tailor Your Application: Customize your CV and cover letter to reflect the key responsibilities and qualifications mentioned in the job description. Make sure to address how you can contribute to maximizing the brand’s NPS score and improving customer experience.
How to prepare for a job interview at Hunza G
✨Show Your Customer Obsession
Make sure to highlight your passion for customer service during the interview. Share specific examples of how you've gone above and beyond to ensure customer satisfaction in previous roles.
✨Demonstrate Your Strategic Thinking
Be prepared to discuss how you would build and implement a customer care strategy. Think about frameworks you've used in the past and how they could apply to Hunza G's goals.
✨Highlight Your Experience with KPIs
Since the role involves developing reporting across relevant KPIs, come ready to talk about your experience with metrics. Discuss how you've used data to improve customer experiences in previous positions.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills. Prepare scenarios where you've successfully managed customer queries or resolved issues, especially in a fast-paced environment.
