Customer Care Manager

We are recruiting for a global retailer dedicated to making a positive impact through their workforce. This client promotes a vibrant work culture built on passion and empowerment, enabling team members to excel and achieve their goals. As a forward-thinking and expanding major global retailer, they are committed to ethical practices and sustainability.

Their focus on innovation and social responsibility reflects core values that prioritise both people and the planet. With a bold vision that embraces change and challenges norms, they aim to deliver significant economic, social, and environmental benefits. If you're seeking to join a team that values authenticity and encourages creative thinking, this is an opportunity not to be missed.

They are looking to expand their team in Brighton and are seeking a Customer Care Manager to join them on a full time basis. You will be responsible for leading as the main contact between vendors and the business, improving service, resolving issues, and delivering insights to drive enhancements and contact deflection.

Benefits:

• Comprehensive benefits package - details to be provided if selected

The Requirements:

• Strong organisational, project management, and influencing skills
• Ability to manage complexity and drive change with attention to detail
• Experience in retail/customer care management, including web chat and AI-driven tools
• Proficiency in Microsoft Suite, Zendesk (or equivalent), and social media monitoring tools
• Experience with CRM systems, compliance, and system integration (e.g., Shopify)
• Strong analytical, results-focused mindset with a customer-centric approach

The Responsibilities:

Vendor & Process Management:

• Serve as the primary contact between third-party vendors and the business.
• Lead process management to ensure customer satisfaction and optimise budget spend.

Service Level & Reporting:

• Ensure adherence to SLAs and track, resolve, and report issues monthly.
• Present updates and actions to senior management.

Knowledge Management:

• Maintain accurate customer-facing knowledge and collaborate on FAQ development.

Stakeholder Engagement:

• Lead quarterly reviews to share successes and drive future plans.

CX Tools & Tech Management:

• Own and optimise CX tools, collaborating with IT and Operations for improvements.
• Manage CRM systems and integrations (e.g., Shopify).

Customer Care Transformation:

• Develop workflows to enhance care centre services and drive revenue (e.g., webchat, recommendations).
• Ensure compliance with policies, standards, and system configurations to support KPIs.

Compliance & Performance:

• Ensure CRM system compliance and develop strategies for top-tier service.
• Monitor performance metrics (AHT, CSAT) and drive cost-efficient improvements.

If you are interested in this unique Customer Care Manager opportunity, please apply now or get in contact with Jamie Woodward at Clearline Recruitment.

Job Title: Customer Care ManagerLocation: BrightonSalary: £28,000 - 35,000 per annumFull Time