Customer Operations & Analytics Executive

Strathberry is one of the most exciting contemporary luxury brands to emerge from the UK in the past decade. Founded in Edinburgh and handcrafted by skilled artisans in the renowned leather workshops of Spain, the brand is defined by its minimalist design language, refined craftsmanship and its signature bar hardware. Loved by global tastemakers, celebrities and royalty, Strathberry has cultivated a fast-growing international community drawn to modern elegance, timeless design and exceptional quality.

As Customer Operations & Analytics Executive at Strathberry, you will serve as the primary point of contact for customer enquiries and concerns, ensuring the highest standards of service in line with the brand's luxury positioning. This role involves managing customer relationships, resolving issues, and enhancing customer satisfaction, fostering long-term loyalty, and contributing to the overall success of the brand.

Please note: this role will be fully office-based, working alongside the rest of the Customer Service team from our beautiful Townhouse in Edinburgh city centre.

• Reporting & Insights: Collaborating with the Head of Customer Relations to develop and enhance strategies aimed at improving customer retention and loyalty. Overseeing the use of the customer service platform, ensuring its optimal functionality and effectiveness in supporting customer service operations. Monitoring and improving customer feedback and satisfaction metrics, with a focus on continually improving service delivery. Collecting and analysing customer service data, feedback and trends, generating reports for management to support decision making. Utilising insights from data to refine and optimise customer service strategies, ensuring a high quality customer experience. Staying up-to-date with industry trends and competitor offerings, ensuring the brand remains a leader in customer service excellence.
• Customer Operations: Take the lead in delivering personalised and exceptional customer experiences, ensuring all customer interactions reflect the company’s values and standards. Identify and resolve inefficiencies or bottlenecks within customer service operations. Implement solutions to streamline processes and enhance overall service delivery. Maintain accurate, up-to-date customer information and case records, ensuring seamless interactions and continuity of service. Engage with customers proactively to assess their needs, offer tailored product recommendations, and ensure high levels of satisfaction at every touchpoint. Collaborate with other teams across the organisation to facilitate smooth operations and resolve customer issues promptly. Stay informed on the latest industry trends, competitor offerings, and customer service innovations to ensure the brand remains competitive in delivering exceptional service. Identify opportunities for automation, self-service options, and other technological solutions to improve the customer experience, driving efficiency and satisfaction. Anticipate customer needs and maintain a sense of urgency in addressing concerns, ensuring all issues are handled with responsiveness and care.
• Customer Relations: Ensure all customer enquiries, whether via phone, email, chat, or social media, are resolved quickly and effectively, maintaining a high standard of service. Regularly evaluate workflows and customer touchpoints, proposing actionable improvements to enhance both customer satisfaction and operational efficiency. Virtually cultivate an exclusive and professional atmosphere that reflects the values and ethos of our brand, ensuring a consistent and positive experience for every customer.

With a friendly persona, you should be able to demonstrate the following skills and experience:

• 3-5 years of experience in an administration/operations role.
• Exceptional interpersonal and communication skills.
• Strong problem-solving and conflict-resolution abilities.
• High attention to detail and ability to work under pressure.
• Ability to multi-task in a fast-paced environment.

• 29 days annual leave, plus 3 additional fixed bank holidays
• Never work on your birthday!
• Additional day holiday on your birthday
• Allocation of Strathberry products & discounts
• Employee Assistance Programme

Interested? To apply please submit your CV and combined covering letter, outlining your relevant skills and experience and interest in this position by 17th May 2026. Please note that CVs submitted without a covering letter will not be considered.