Customer Service Manager (E-Commerce)

LEGEND LONDON is a rapidly growing UK-based fashion brand experiencing major scale across global markets. With high-volume growth comes the need for a world-class customer experience operation. We’re looking for an exceptionalE-Commerce Customer Service Managerto lead our CX division, build robust systems, and elevate customer satisfaction to industry-leading levels.

This is a high-impact leadership role for someone who has built, scaled, and optimised customer service teams within fast-growing DTC brands.

About the Role

Following rapid growth, our customer service volume has expanded significantly, impacting both customer satisfaction and Trustpilot performance. The business now requires stronger structure, clearer processes, and scalable systems to match our size and ambition.

You will take full ownership of the Customer Service department, lead a large team, and build the systems that ensure world-class support — consistently, reliably, and with excellence.

What You’ll Be Doing

• Lead, manage, train, and develop a team of20+ customer service agents
• Establish and optimise end-to-end CX systems, processes, templates, and policies
• Reduce tickets per order by implementing better workflows and automation
• Resolve escalated customer issues and ensure fast, effective solutions
• Recruit, onboard, and train new CX agents as the business grows
• Create responsive, customer-focused templates to eliminate repeat problems
• Build QA frameworks, Zendesk flows, macros, and automation
• Improve average response times and overall customer satisfaction metrics
• Work closely withwarehouse teamsacross inbound and outbound operations
• Manage refund, return, and exchange workflows
• Lead Trustpilot strategy and scale reviews to4.5 stars and above
• Launch and manageLive Chat + Chatbotservices on the website
• Create dashboards and reporting tools for leadership
• Manage backlog crises effectively using proven systems
• Train team leads and build a structured CX team and roadmap

Who You Are

You are a strong communicator, a problem-solver, and a leader who thrives in high-growth environments. You bring authority, organisation, and empathy, and you know how to keep both customers and teams performing at their best.

You must have experience with

• Leading customer service for aDTC brand with 10k+ monthly orders
• Managing20–50 CX agents
• Building scalable CX systems: automation, Zendesk flows, macros, QA
• Handling peak season and Black Friday volume planning
• Reducing tickets per order and cutting operational inefficiencies
• Collaborating with operations + warehouse teams
• Forecasting staffing and managing surge periods
• Creating dashboards and leading-indicator reporting
• Solving backlog crises from the ground up

Your Core Qualities

• Exceptional communication skills
• Ability to stay calm under pressure
• Strong organisational skills and attention to detail
• Fast learner with high information retention
• Confident leadership and team management skills
• Proactive, problem-solving approach
• Clear, friendly, and effective communicator — even with technical issues

What’s In It for You

• Hybrid work with on-site days at our Derby warehouse
• Supportive, people-first culture with an open-door policy
• Strong career progression as the company continues to scale
• A meaningful role where you’ll directly impact brand reputation and revenue
• A chance to build a world-class CX operation inside a high-growth fashion brand

Seniority level

• Mid-Senior level

Employment type

• Full-time

Industries

• Retail Apparel and Fashion

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