PURESEOUL
Customer Success Coordinator
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Role Description
Title: Customer Success Coordinator
Department: Retail Operations
Location: London Office (Holborn) In-office role (not remote)
Schedule: Full-time (Mon-Fri, 8:00 am to 4:30 pm)
Salary: £34,000 PA
Role Purpose
The Customer Success Coordinator will act as a key champion for customer service excellence across the business, helping to ensure customers receive a consistently high-quality experience across all retail stores and online customer support channels.
The role will monitor and assess customer service standards, identify opportunities for improvement, support Managers and retail teams, and help drive consistent best practice across the customer journey. Working closely with the CEO, Managers and Head Office, the Customer Success Coordinator will provide insight, guidance and practical support to strengthen customer service standards, accountability and performance.
Key Responsibilities
Customer Service Standards & Excellence
- Act as a Customer Service Champion, promoting a consistent, high-quality customer experience across all retail stores and online customer support channels.
- Champion every facet of the customer journey, ensuring that every customer touch-point is considered, reviewed and maintained to the highest possible standard — from initial engagement and interaction through to product discovery, purchase, aftercare and ongoing loyalty.
- Regularly inspect, review and assess customer experience standards across stores and online support, ensuring agreed standards are consistently maintained across all customer touch-points, including customer service and engagement, product availability and presentation, merchandising, promotional materials, posters and communications, rewards and loyalty experiences, testers and sampling areas, store cleanliness and appearance, lighting, fixtures, signage and the overall retail environment.
- Identify customer service gaps, recurring issues and areas where standards can be strengthened, recommending practical and achievable improvements.
- Monitor the customer journey and identify opportunities to improve service quality, consistency and customer satisfaction.
- Identify and implement opportunities to raise the standard of customer service, strengthen accountability and enhance the overall customer experience.
- Work closely with the CEO to identify opportunities to raise customer service standards, improve the overall customer journey and ensure a consistent experience across every customer touch-point.
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Manager & Store Support
- Work closely with Managers to prioritise customer service initiatives and improvement areas.
- Provide Managers with guidance, resources and practical support to help them deliver consistently high customer service standards.
- Support Managers in implementing agreed customer service standards, processes and improvements.
- Share best practices, successful approaches and customer insights across the business to improve consistency and performance.
Training & Development
- Help Managers and retail teams develop the knowledge, skills and behaviours required to deliver an exceptional customer experience.
- Support the ongoing development of customer service capability across stores and online.
- Identify recurring training needs and recommend appropriate actions to improve service performance.
Customer Issues & Escalation
- Ensure customer service exceptions, issues and areas of concern are identified promptly and appropriately escalated.
- Own and manage customer review platforms, including Trustpilot and Google Reviews, working closely with stakeholders to ensure all customer queries and feedback are addressed promptly, professionally, and consistently.
- Track key customer service issues through to resolution, ensuring actions are followed up and completed.
- Identify recurring customer issues and trends, highlighting root causes and opportunities for preventative action.
Reporting, Insights & Continuous Improvement
- Provide regular reports and updates to the CEO & Head Office on customer service performance, key issues, trends, standards and improvement opportunities.
- Gather and share customer insights to help inform business decisions and improve the customer experience.
- Monitor the effectiveness of customer service initiatives and recommend further improvements where required.
- Help establish and maintain clear standards, expectations and measures of customer service excellence.
Key Skills & Experience
- Experience in customer service, customer experience, retail, operations or a related role.
- Strong understanding of what excellent customer service looks like and how to deliver consistent standards.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with Managers and front-line teams.
- Strong organisational and follow-up skills, with the ability to manage multiple issues and initiatives effectively.
- Confident identifying service gaps, challenging inconsistent standards and recommending practical solutions.
- Ability to analyse customer feedback, service issues and trends and turn insights into actionable recommendations.
- Experience supporting or delivering training would be advantageous.
- Comfortable producing clear reports, updates and recommendations for senior stakeholders.
- A collaborative, solutions-focused approach with a genuine passion for delivering exceptional customer experiences.
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Perks & Benefits
- Employee discount: 20% discount across online and offline stores.
- Holiday entitlement: 30 days pro rata.
- Casual dress code: Comfy and casual dress environment.
- Pension scheme: Company pension (5% employee, 3% employer).
- Professional development: Opportunities for growth and development.
- EAP Platform: Access to well-being and therapy sessions.
- BrightXchange discounts: Cashback, vouchers, and exclusive discounts.
- Frequent Travel Expectations: Although the job is primarily based in Central London, candidates must have the flexibility for on-site work commitments across the UK. Travel may be required regularly, overnight, and on short notice for industry events, client meetings, as well as potential extended periods working from our West London warehouse.
- Team Collaboration & Flexibility: As part of a small and dynamic team, there will be occasional opportunities to assist with activities outside of core responsibilities, such as helping with store openings, supporting team events, or assisting with ad-hoc projects. While these tasks are optional, we really value a collaborative spirit and the willingness to step in and support each other when needed.
Please note: Due to high application volumes, we're unable to respond to every applicant. If you haven't heard from us within two weeks, unfortunately, your application hasn't been successful on this occasion.
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