Cass Art
Senior Customer Service Manager
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Senior Customer Services Manager
The Senior Customer Services Manager will own the process, systems and insight that make great service sustainable and scalable. Responsible for the end-to-end customer experience across our omnichannel operation (retail stores, online, membership and loyalty), the Senior Customer Services Manager will have an operational focus coupled with the ability to own escalations and step in on tickets when workload demands.
Key Accountabilities & Responsibilities
- Champion a customer-first culture across the team
- Work with the team to create moments that go beyond expectation: making customers feel seen and valued
- Act as the internal voice of the customer - bringing the perspective of our customers and members into commercial, product and operational decisions
- Work closely with retail, digital, and membership teams to ensure the customer experience is joined up end-to-end
- With support of the Customer Services Manager, manage and triage the team's ticket queue, stepping in to handle tickets directly when workload requires
- Manage our presence and reputation across all customer-facing review platforms including Google Reviews, Trustpilot, eKomi, and any other relevant channels
- Ensure all public responses are timely, professional, and genuinely helpful - reflecting the tone and values of Cass Art
- Own all escalations - complaints, sensitive member issues, and complex queries - ensuring timely, empathetic resolution
- Set clear objectives, conduct regular 1-2-1s and appraisals, and support the growth of all team members
- Assist with onboarding, training, and skills development for new and existing team members
- Foster a positive, high-performing team culture with a shared commitment to excellent customer outcomes
- Design and implement scalable processes, workflows and procedures
- Evaluate AI-assisted tools and automation opportunities to reduce manual workload and free the team to focus on the interactions that matter
- Ensure the team are briefed on campaigns, promotions, and service changes that impact customer enquiries
- Define, monitor and report on KPIs, such as - response times, resolution rates and review platform ratings
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Desired Knowledge Skills & Experience
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- Proven experience in a customer service leadership role working in B2C, high volume, retail and/or membership environments
- Experienced managing reputation across customer-facing review platforms (Google, Trustpilot, or similar)
- Experience with customer service platforms (e.g. Zendesk, Freshdesk, or similar)
- Able to review current processes and redesign it for better outcomes where necessary
- Strong analytical and problem solving skills, with ability to spot trends in data and feedback
- Excellent communicator with the team as well as with stakeholders within the business
- Is proactive and uses initiative
- A Positive 'can-do' attitude.
- Flexible, able to work in a fast-paced changing environment.
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