Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and develop the Customer Care team to deliver exceptional service across all channels.
- Company: Join ME+EM, a fast-growing luxury fashion brand with a vibrant and creative culture.
- Benefits: Enjoy 33 days annual leave, birthday off, and generous staff discounts.
- Why this job: Be part of a dynamic team that values creativity, learning, and fun in a fast-paced environment.
- Qualifications: Proven leadership in e-commerce customer service and strong analytical skills required.
- Other info: We celebrate diversity and encourage applications from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Care Manager is responsible for leading and developing the Customer Care team to deliver an exceptional service experience across all customer touchpoints. This role ensures that customer needs are met efficiently and professionally while driving continuous improvements in processes, technology, and team performance. The Customer Care Manager plays a key role in shaping customer service strategy, optimising operations, and fostering a customer-first culture to enhance satisfaction, loyalty, and revenue growth.
Responsibilities:
- Team Management: Oversee daily customer support operations across multiple channels, manage schedules, coach supervisors, and lead recruitment.
- Customer Service & Escalations: Handle high-level complaints, improve policies, manage VIP customers, and support sales initiatives.
- Training & Reporting: Identify trends, ensure accurate website information, implement new systems, and track key performance metrics.
- Technology & Quality Assurance: Optimize CS platforms (e.g., Freshdesk), manage order systems, and maintain high service standards.
- Logistics & Operations: Address warehouse queries, plan for peak periods, and implement new services (e.g., delivery, returns).
- Clienteling & Sales Support: Experience with clientelling and online selling strategies to enhance customer experience and drive revenue. Supporting phone sales and proactive customer engagement. Identifying and segmenting VIP customers, ensuring tailored support and an elevated service experience. Working cross-functionally to refine VIP processes, including faster response times, priority handling, and proactive outreach.
Skills:
- Proven leadership in e-commerce customer service.
- Strong analytical and problem-solving abilities.
- Expertise in CS platforms (Freshdesk, Zendesk) & Order Management Systems (Centra).
- Workforce management & forecasting experience.
- Excellent communication and team motivation skills.
- Customer-focused with adaptability in fast-paced environments.
Employee Benefits:
- 33 days annual leave for full-time employees (25 days holiday + 8 bank holidays)
- A day off to celebrate your birthday.
- Pension Scheme
- Group Life Insurance
- Employee Assistance Programme (EAP)
- Length of Service Award
- Refer a Friend Scheme
- Staff uniform for retail employees
- Generous Staff and Friends and Family Discount
- Annual Volunteer Day
- Cycle to Work Scheme
- Tech Scheme
- Eye Care Vouchers
- Real Living Wage Employer
- Employee-led committees
- Social events and biannual parties
- Enhanced maternity and paternity package after 2 years of service.
Equal Opportunity Statement: ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.
Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.
Customer Care Manager employer: ME+EM Ltd
Contact Detail:
ME+EM Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager
✨Tip Number 1
Familiarise yourself with ME+EM's brand values and customer service philosophy. Understanding their commitment to a customer-first culture will help you align your approach during interviews and discussions.
✨Tip Number 2
Showcase your experience with e-commerce customer service and any specific platforms like Freshdesk or Zendesk. Be prepared to discuss how you've used these tools to enhance customer satisfaction in previous roles.
✨Tip Number 3
Highlight your leadership skills by sharing examples of how you've successfully managed teams in fast-paced environments. Discuss your strategies for motivating team members and improving performance.
✨Tip Number 4
Prepare to discuss your analytical skills and how you've used data to drive improvements in customer service processes. Being able to demonstrate your problem-solving abilities will set you apart from other candidates.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Customer Care Manager position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your leadership experience in customer service, particularly in e-commerce. Use specific examples to demonstrate your problem-solving abilities and familiarity with customer service platforms like Freshdesk or Zendesk.
Write a Strong Cover Letter: In your cover letter, express your passion for customer care and how your values align with ME+EM's culture. Highlight your experience in managing teams and improving customer service processes, and explain why you are excited about contributing to their growth.
Showcase Your Analytical Skills: Since the role requires strong analytical abilities, consider including a section in your application that discusses how you've used data to drive improvements in customer service or team performance in previous roles.
How to prepare for a job interview at ME+EM Ltd
✨Showcase Your Leadership Skills
As a Customer Care Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching, recruitment, and performance improvement.
✨Understand the Customer Journey
Familiarise yourself with the customer journey specific to ME+EM. Be ready to discuss how you would enhance customer satisfaction across various touchpoints and how you can implement strategies that align with their customer-first culture.
✨Be Ready for Problem-Solving Scenarios
Expect to face questions about handling high-level complaints and escalations. Prepare to share specific instances where you've resolved complex customer issues, highlighting your analytical and problem-solving skills.
✨Demonstrate Tech Savviness
Since the role involves optimising customer service platforms like Freshdesk, be prepared to discuss your experience with such technologies. Highlight any relevant systems you've worked with and how you've used them to improve service quality.
