Customer Care Manager - Maternity Cover

Sahara creates contemporary clothing with a unique, bohemian-chic aesthetic inspired by the spirit of adventure, global design discoveries and unbounded creativity. We make clothes for the individual not the crowd; with each piece created using luxurious natural fabrics and traditional techniques, Sahara provides an antidote to the culture of fast fashion. Our pieces are designed to feel luxurious, flattering, and timeless, created to last season upon season.

We are looking for an experienced Customer Care Manager to join our team.

The Role

Reporting to the E-Commerce Manager, the Customer Care Manager will lead and inspire our customer service team, ensuring Sahara delivers a seamless, thoughtful and elevated customer experience across all touchpoints and championing our brand values in every interaction. You will play a key role in keeping up customer relationships, reporting back to the wider business and being a key stakeholder in projects that impact customer journeys.

Key Responsibilities

• Oversee the end-to-end processing of customer orders via our online systems, which includes phone calls, emails and live messaging.
• Manage customer returns and refunds.
• Act as the main escalation point for all queries or disputes.
• Serve as the first point of contact for customer enquiries regarding the Sahara product range and other stocked brands.
• Provide clear, patient technical support to customers who may be unfamiliar with online shopping.
• Offer ongoing support to store teams and the wider business as required.
• Work closely with the Warehouse team on a daily basis including weekly meetings.
• Resource planning and rota management.
• Review and approve monthly courier invoices.
• Liaise with delivery partners, monitoring their performance, escalating any issues and reviewing their contracts.
• Collaborate effectively with internal departments to ensure a joined-up customer journey.
• Carry out general office and administrative duties as required.

About You

You will be a passionate, customer-focused individual who thrives in a reactive retail environment and takes pride in delivering exceptional service. You will:

• Have a positive, proactive approach and a genuine passion for helping people.
• Be confident in building rapport with customers and representing Sahara with warmth and professionalism.
• Possess excellent verbal and written communication skills, with the ability to engage at all levels.
• Be comfortable owning and managing relationships with internal and external teams.
• Have strong customer service experience within fashion retail, ideally with online and store exposure.
• Remain calm, efficient and organised when handling a high volume of customer enquiries.
• Maintain a calm and level-headed attitude when dealing with disgruntled or upset customers.
• Understand the importance of GDPR and best practice around customer data and privacy.
• Have proven experience managing and motivating a team.
• Demonstrate excellent organisational skills, with the ability to prioritise workloads effectively.
• Be experienced in using customer service platforms and online ordering systems such as Gorgias and Shopify.
• Proactively contribute to improving the customer journey through website feedback.
• Ideally have experience working within a premium or luxury brand environment.

We offer:

• a competitive salary
• a generous holiday allowance
• access to free Classes at HOME Wellness
• discretionary annual bonus
• access to exclusive perks and discounts via Perkbox
• Prosecco Friday, every Friday

Sahara is passionate about working with great people & we love to build inspirational, creative teams. We know how important it is to enjoy your working day and we are lucky to have beautiful offices with an abundance of natural light. We promote a friendly, non-corporate environment at our HQ; we are passionate and hard-working and enjoy socialising both in and out of the office.

We are the women of Sahara. We are unconstrained. Our adventurous spirit leads us beyond the High Street to destinations lesser known. For clothes that mean more. That add to the story of our lives. We are unique. Try and pin us down, it doesn’t work. Label us and it won’t stick. We believe that demographics divide, age is just a state of mind and body type is what each one of us sees in the mirror.

We are leaders. Visionaries in our own right. Creative, passionate - and only ever underestimated once.