Customer Service & Operations Manager

Customer Service & Operations ManagerWith a strong heritage rooted in London’s vibrant fashion scene, Embassy London is a bold and creative premium footwear and accessories brand renowned for its unique designs and passion for innovation. From the beginning, our mission has been clear: to create bright & bold updates to classic footwear styles for those individuals who want to live life on their own terms.We are seeking a highly organised and proactive Customer Service & Operations Manager to drive service excellence, customer retention, and implement best-practice process improvements across our online and retail operations. You will be a hands-on problem-solver with a proven track record in delivering exceptional customer experience and operational performance. This role will be based at our warehouse in Dartford, with potential for occasional remote working.The RoleCustomer Service ManagementManage high-volume customer communications across the UK and EU: emails, complaints (≈ 70–110 per day), escalations, Trustpilot queries, and social media messages.Oversee the returns process, including the generation of DPD labels, handling lost/stolen item reports, and shipping labels for stores.Respond to special customer requests, including discounts, refunds, and stock enquiries, via Shopify and manual methods.Review and respond to Google and Trustpilot reviews.Recommend and implement new platforms and technologies to monitor customer queries, reduce response times, and improve retention.Report on all customer service KPIs and contribute to regular team meetings. Operations & LogisticsAct as the main point of contact with fulfilment partners.Conduct regular audits of faulty items and product issues, feeding insights back to relevant teams.Collaborate closely with the Warehouse Manager to optimise inbound deliveries, online dispatch, store replenishment, transfers, and returns.Support onboarding of new carriers, fulfilment partners, and operational systems across new channels or projects.Liaise with the warehouse team for bag sourcing, placement orders, and invoice management.Manage label generation workflows for carriers and stores.Issue QR codes and coordinate shipments to pop-up stores and events.Oversee stock accuracy across all channels.Skills & ExperienceProven experience in multi-channel customer service and retail operations.Strong organisational skills with the ability to manage 20+ concurrent tasks daily.Tech-savvy, with experience using customer service platforms, social media tools, and ideally Shopify.Excellent communicator with experience in team training and stakeholder engagement.Calm, proactive, and comfortable working extended hours when required.Results-driven, with high levels of energy, stamina, and the ability to multitask and prioritise.Analytical mindset with experience using KPIs and reporting to drive decisions.Flexible, self-starting team player with experience in small, agile teams.Passion for the retail/fashion industry and a strong understanding of our customer base.3–5+ years’ experience in a relevant customer service and operations role.