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Head Of Customer Services - Premium Fashion

  • 2673BL
  • £45,000 to £50,000
  • Central London
  • Permanent Post, Client Side, Senior
  • Ecommerce Sales, Customer Service

A well-known international fashion retailer is entering the next phase of their digital development with ambitious plans for growing their ecommerce fashion site worldwide.  With a view to launch a transactional site in the next 12-18 months, they seek a Head of Customer Services (Fashion) to manage their CS team in Central London – managing a team of 15+ people, maintaining a strong customer growth/retention ratio, ensuring strong brand image across all departments. 

About the Company...

As a globally renowned fashion brand, they have made a profound and permanent mark on the fashion/lifestyle industry. With a huge focus on quality design and high expectations regarding fabrics, processing and fitting, they like to encourage a team of innovative and creative thinkers. All these aspects reach over 100 countries, making them a global house hold name.

About the Role...

  • You’ll maintain the highest standards; leading your team by example and showing your willingness to go the extra mile for their fashion-centric customers
  • You have excellent communication and organisational skills with good attention to detail
  • Experience of working to tight deadlines and targets are essential
  • Must have a solid background in responsibility for a Customer Service team.
  • Define what success looks like for the team and setting team and individual KPIs and SLAs
  • Experienced in prioritising customer feedback/queries – replying in a timely manner
  • Escalation management – Understanding which calls need to be escalated and ensuring they receive a professional and sympathetic response
  • Partner internally/cross functionally to develop training resources and materials to be delivered seasonally for in house team

About You...

  • Previous experience in managing a team (10+) would be desirable or development in line with becoming a Team Leader
  • Ability to drive, manage and grow a team
  • Ability to manage customer relationships and communication to all stakeholders at their respective levels
  • Previous experience working for a Fashion/Luxury retailer or brand
  • Experience within a Contact Centre/Customer Hub environment, desired but not essential
  • Excellent customer service skills with clear concise communication
  • Flexible with the ability to manage change
  • Experience in new system implementation and change management
  • Ability to work under pressure, whilst maintaining a professional image at all times

Beautiful Benefits...

  • Bonus structure which rewards personal and business success
  • Medical Insurance
  • Excellent pension scheme
  • Company car scheme 

Take our pandastic 2018 ecommerce salary survey and help shape the future of the ecommerce industry! 

Your panda for this role:

Ben Lerch

Ecommerce Recruitment Consultant

ben.lerch@cranberrypanda.co.uk 07841 027 527

Make sure you quote the Ref:2673BL

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