Customer Service Manager

Role Overview

My client is seeking a Customer Service Manager to join a quiet, considered homeware brand. Reporting into senior leadership, you will lead and professionalise the customer service function, embedding a leadership culture, strengthening foundations across people, process and systems, and delivering excellent customer experiences that reflect our brand. This is a senior hire responsible for day‑to‑day business management activities and for driving the strategic changes needed as the business scales.

Hybrid, with some onsite presence (\~3 days per week)

Key Responsibilities

• Lead and manage the customer service team and any PAs/administrative resources; ensure roles, responsibilities and execution are clear and effective.


• Drive business management activities across customer service: operational governance, leadership structure, and decision frameworks that support consistent delivery.


• Shape and implement organisational design and leadership culture for the customer function; advise and work with senior leaders on structure, accountabilities and resource planning.


• Provide strategic support: translate leadership priorities into clear programmes of work and ensure timely execution and delivery.


• Project and resource planning: scope, prioritise and track projects and cross‑functional initiatives affecting customer outcomes.


• Budget tracking and financial oversight for the customer service area; ensure efficient use of resource and deliver against agreed budgets.


• Oversee third‑party relationships and supplier performance where applicable (logistics, contact centre vendors, etc.).


• Ensure operational delivery against service expectations (response times, resolution SLAs, proactive comms) and drive continuous improvement.


• Monitor customer feedback and performance data; use insights to reduce repeat contacts, refunds and complaints and to inform product, packaging and operations teams (e.g., damage‑on‑arrival, installation queries).


• Ensure the PA(s) and support staff are delivering required tasks, and provide coaching and development to frontline and management staff.

• Significant experience at consultant / senior manager / MD / Head of function level, ideally with advisory consultancy or PMO background; proven experience advising on organisational design and operations.


• Experience working with multinationals or scaling retailers, and familiarity with the interplay between operations, finance and customer systems/data flows.


• Demonstrable track record of driving operational change, creating governance, and delivering against KPIs in a customer‑facing environment.


• Strong programme and project management skills: resource planning, budget control, prioritisation and delivery focus.


• Commercially minded with experience reducing cost‑to‑serve through self‑serve, process improvements and root‑cause fixes.


• Excellent stakeholder management and communication skills; ability to work with senior leaders and across Product, Ops, Logistics and Finance.


• Experience of establishing and monitoring meaningful performance metrics and translating them into actions.


• Previous experience in furniture, homeware or a related retail sector is highly desirable but not essential.

• A senior role within a thoughtful, growing brand with a clear, design‑led ethos.


• Opportunity to shape a customer function and leadership structure at a pivotal stage of growth.

Benefits:

• Free parking


• On\-site parking


• Private medical insurance

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