Customer Service Manager

Customer Service Manager
Location: Bury, Greater Manchester – Head Office
Working pattern: Office\-based
Experience: Minimum 5 years’ relevant experience, including managerial responsibility

About the Role

We are looking for an experienced and commercially minded Customer Service Manager to lead Specscart’s customer relations function across the UK and, as we expand, the US.
Customer service is changing rapidly. As AI and automation increasingly handle routine enquiries, we are looking for someone who understands that the future of customer relations lies in the conversations technology cannot replace: building trust, solving complex problems, understanding customer needs and identifying opportunities to convert, retain and grow customer relationships.
This is a senior, hands\-on leadership role based at our UK headquarters. You will lead teams across multiple locations, develop our approach to AI\-enabled customer support and ensure every customer interaction contributes positively to both the customer experience and the commercial performance of the business.

Key Responsibilities

Customer Relations \& Sales
\* Own the end\-to\-end customer experience across phone, email, live chat and other customer touchpoints.
\* Develop a customer\-first but commercially minded culture, ensuring the team can confidently identify customer needs, recommend appropriate products and services, and convert enquiries into sales where relevant.
\* Build strategies to improve conversion, retention, repeat purchases and customer lifetime value.
\* Personally support complex, sensitive or high\-value customer cases where strong relationship\-building and judgement are required.
\* Analyse customer feedback, complaints, returns and contact reasons to identify recurring issues and opportunities to improve the wider customer journey.

AI, Technology \& CRM
\*Lead the adoption of AI and automation within Customer Relations, identifying which interactions can be handled effectively by technology and where human intervention adds greater value.
\* Be confident working with customer service and CRM platforms such as Intercom, Zendesk or equivalent tools.
\* Continuously explore new technology that can improve response times, personalisation, productivity, customer insight and sales performance.
\* Work with internal technology teams to improve integrations, workflows, customer data and automation.
\* Ensure AI supports rather than compromises the quality and personality of the Specscart customer experience.

Leadership \& International Operations
\* Lead, coach and develop Customer Relations teams across the UK and India, with responsibility extending to the US operation as the business expands.
\* Establish clear KPIs across customer satisfaction, response and resolution, conversion, retention and team productivity.
\* Recruit, train and develop high\-performing team members with strong communication, relationship\-building and commercial skills.
\* Ensure consistent standards and customer experience across markets while recognising differences in customer expectations and operating hours.

Cross\-functional \& Strategic Leadership
\* Work closely with Marketing, Retail, E\-commerce, Product, Operations and the leadership team to improve the overall customer journey.
\* Bring the voice of the customer into wider business decisions by sharing trends, recurring pain points and opportunities identified through customer interactions.
\* Contribute to decisions around policies, returns, customer journeys, product information and processes where they affect customer experience or commercial performance.
\* Produce regular reporting and recommendations for senior leadership, moving beyond reporting ticket volumes to identifying what the data means for the business

What We’re Looking For
\* Minimum 5 years’ experience within Customer Relations, Customer Experience, Sales or a related function, including proven managerial experience.
\* Strong commercial mindset with experience converting customer conversations into sales and building long\-term customer relationships.
\* Demonstrable experience managing and developing teams.
\* Highly tech\-friendly, with confidence using CRM, helpdesk and customer communication platforms.
\* Genuine interest in AI and automation, with the ability to identify practical ways to use them within customer operations.
\* Strong analytical skills and confidence using customer data to identify trends and make recommendations.
\* Excellent communication, relationship\-building and problem\-solving skills.\* Comfortable working in a fast\-paced e\-commerce/retail environment and collaborating across departments.
\* Experience managing international or remotely distributed teams would be advantageous.
\* Experience within e\-commerce, retail, fashion, eyewear or another consumer\-facing business would be beneficial.

What Success Looks Like
Success in this role isn’t simply about answering more tickets. We want the Customer Service Manager to build a function where AI handles what can be automated, while our people focus their time where human interaction creates the greatest value — building relationships, resolving complex issues, converting opportunities and creating customers who want to come back.

Work Location: In person

Work Location: In person

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