Customer Care Manager

We are looking for a hands-on, customer-obsessed leader to take ownership of our Customer Care function and raise the bar on service, team performance and customer experience across the business. This is not a passive management role. It is about driving daily execution, supporting and stretching your team, and helping One Retail Group scale its customer experience through better processes, technology and automation.

You will be responsible for ensuring we consistently deliver outstanding support across multiple brands, marketplaces, regions and sales channels, while building a Customer Care function that can scale alongside the business. As Customer Care Manager, you will lead the department's day-to-day performance, develop and coach the Customer Care Supervisor and wider team, and ensure service levels remain strong during both normal trading conditions and high-pressure peak periods.

You will be expected to remain close to the detail, acting as an escalation point when required and stepping into customer contact channels during busy periods to support the team. This role is equally focused on operational excellence and continuous improvement. You will play a key role in identifying customer pain points, improving internal and external help centres, implementing automation and AI solutions, and ensuring customer insight is used to influence decision making across the wider business. You will become the voice of the customer internally, helping us reduce friction, improve efficiency and deliver a customer experience that supports our long-term growth ambitions.

• Take full ownership of the day-to-day performance and development of the Customer Care department, including the Customer Care Supervisor and advisors across multiple locations.
• Ensure the team consistently delivers high-quality customer support across email, live chat, marketplaces, review platforms and all customer contact channels.
• Set, monitor and maintain clear standards for response times, resolution times, quality, tone of voice and overall customer experience.
• Maintain strong service levels and customer satisfaction scores during both standard trading periods and peak demand events.
• Act as the escalation point for complex customer issues, complaints and operational challenges.
• Support the team directly during periods of high contact volume, incidents or unexpected spikes in demand.
• Foster a culture of accountability, ownership and continuous improvement throughout the department.

• Review and improve customer care processes to ensure enquiries are handled efficiently, consistently and with clear ownership.
• Identify recurring customer pain points and implement solutions that reduce avoidable contact and improve customer outcomes.
• Own and continuously improve both customer-facing help centres and internal knowledge bases.
• Develop and maintain effective macros, templates, workflows and escalation procedures.
• Lead the adoption and optimisation of AI, automation and self-service solutions that improve both customer experience and team productivity.
• Work closely with Operations, Logistics, Compliance, Trading and other teams to improve customer journeys across delivery, returns, refunds, warranty claims and marketplace support.

• Own Customer Care reporting, providing visibility of service levels, customer satisfaction, contact drivers, performance trends and operational risks.
• Use data and customer feedback to identify opportunities for process improvement and operational efficiencies.
• Manage customer review platforms, ensuring reviews are responded to professionally and in line with brand standards.
• Drive improvements in review performance and customer sentiment across all relevant channels.
• Act as the voice of the customer within the business, sharing actionable insights with key stakeholders.
• Provide regular updates to senior leadership on departmental performance, customer trends and improvement initiatives.

• Lead, coach and develop a high-performing Customer Care team through clear expectations, regular feedback and strong accountability.
• Support the ongoing development of the Customer Care Supervisor, helping them build confidence and capability as a people leader.
• Conduct regular one-to-ones, quality reviews and performance discussions.
• Identify training and development opportunities to strengthen team capability.
• Build clear progression pathways within the department and support career development.
• Create a positive, resilient and solutions-focused culture that performs well under pressure and embraces change.

• Minimum of 5 years' experience managing and developing high-performing Customer Care teams within an ecommerce business.
• Significant experience supporting both DTC websites and online marketplaces.
• Strong background managing customer contact across multiple channels, regions and product categories.
• Experienced with customer service platforms such as Gorgias, Zendesk or similar helpdesk systems.
• Strong understanding of customer service metrics, including SLAs, CSAT, quality assurance and operational reporting.
• Demonstrated experience implementing AI tools, automation, workflows, macros or self-service solutions.
• Proven ability to coach and develop supervisors, team leaders and customer service advisors.
• Highly organised with strong operational and prioritisation skills.
• Comfortable operating in fast-paced environments where priorities can shift quickly.
• Commercially aware, understanding the impact customer experience has on reviews, retention, reputation and business performance.
• Excellent communicator with strong emotional intelligence, judgement and problem-solving skills.
• Hands-on and willing to get stuck into operational challenges when required.
• Passionate about customer experience, continuous improvement and leveraging technology to drive better outcomes.
• Driven by opportunity, takes ownership and consistently goes above and beyond to deliver results.