House Of Fashion Associates
CUSTOMER SERVICE MANAGER -FASHION BRAND /email/ social/Zendesk
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Customer Service Manager - Premium Fashion Brand
Email/Social Media/Zendesk
Head Office (On-site) 4 days in Manchester/ 1 day wfh
Up to £40k
Our client is a premium direct-to-consumer online fashion brand, defined by quality, craftsmanship, and a strong connection to their community. Their customers are at the heart of everything they do, and they pride themselves on delivering a seamless, elevated experience across every touchpoint.
They are looking to recruit a passionate and strategically minded Customer Service Manager to lead their customer-facing team and act as a critical bridge between their customers and the wider business. The successful candidate will have experience working for a successful E-commerce online fashion brand with experience with Zendesk/ Freshdesk and provided the highest levels of customer service.
This is a pivotal role for the brand and you will be the voice of their customers internally, ensuring their needs, desires, and experiences continually shape how they operate, grow, and evolve.
You will manage a high-performing support team, oversee the resolution of customer tickets, and champion a customer-first culture across every touchpoint of their brand journey.
The Role
Reporting to the Head of Operations
Team Management & Support Operation
- Lead, mentor, and develop a team of customer service representatives, fostering a positive and motivated team culture.
- Oversee the end-to-end management of customer support tickets, ensuring timely, accurate, and brand-appropriate responses.
- Define and uphold clear SLAs for ticket resolution times and quality standards.
- Monitor team performance through KPIs and metrics, providing regular coaching and performance reviews.
- Implement and maintain effective ticketing workflows and processes to ensure operational efficiency.
- Escalate complex or sensitive issues appropriately and act as final point of resolution for escalated cases.
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Customer Insights & Business Intelligence
- Act as the primary conduit between customers and the brand — capturing, analysing, and communicating customer needs, feedback, and emerging trends.
- Regularly compile and present insight reports to key Directors and Heads of Departments including Product, Brand, Marketing, and Ecommerce.
- Identify recurring pain points, complaints, and requests and translate these into actionable recommendations for the business.
- Develop and maintain feedback loops and mechanisms (surveys, post-purchase follow-ups, review analysis) to gather qualitative and quantitative customer data.
- Collaborate with the buying, design, and marketing teams to ensure customer preferences influence product and campaign decisions.
Customer Journey & Experience Optimisation
- Take ownership of the end-to-end customer journey, identifying friction points and opportunities to enhance every touchpoint — from browsing to post-purchase.
- Proactively map and review the customer journey on an ongoing basis, making recommendations for continuous improvement.
- Partner with eCommerce, logistics, and marketing teams to deliver a seamless, premium brand experience that reflects brands identity and culture.
- Lead initiatives to improve customer retention, satisfaction scores, and lifetime value.
- Stay up to date with industry trends, competitor practices, and emerging customer experience technologies and best practices.
- Champion a culture of customer-centricity across the organisation, ensuring all departments understand and prioritise the customer perspective.
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Skills & Experience
Essential
- 3–5+ years of experience in a customer service management role, ideally within fashion, retail, or eCommerce.
- Proven track record of managing and developing a customer service team.
- Experience working with helpdesk/ticketing platforms (e.g. Zendesk, Gorgias, Freshdesk).
- Strong analytical skills with the ability to interpret customer data and translate insights into strategic recommendations.
- Excellent written and verbal communication skills with a polished, brand-appropriate tone.
- Demonstrated experience mapping and improving customer journeys.
- Highly organised with strong project management and prioritisation abilities.
- Passion for fashion and a genuine understanding of the fashion consumer mindset.
- Familiarity with CRM platforms and customer lifecycle management.
- Understanding of social media as a customer service channel.
What We Offer
- A creative, fast-paced environment at the heart of a growing fashion brand.
- Genuine influence — your insights will directly shape product, strategy, and brand decisions.
- Competitive salary and Uncapped ‘Win Together Lose Together’ Bonus Policy.
- Generous staff discount on all collections.
- Career development opportunities within one of the UKs fastest growing business.
- A collaborative culture that values customer empathy and innovation.
- Flexitime Hours
- 1 Day Per week Working from Home
- Health Care
- 25 days holidays + bank holidays
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