Customer Service Manager & Ecommerce Executive

We are looking for a quick-thinking, proactive Customer Service Manager & Ecommerce Executive to join our team at Oliver Spencer Menswear and Favourbrook Menswear & Womenswear. As a key member of the team, you will be responsible for delivering exceptional customer service, managing certain eCommerce operations, and ensuring a seamless and efficient experience for our customers. This role reports into the eCommerce Manager. Role Overview Customer Service

• Manage daily customer queries across email, telephone, and website, ensuring prompt and high-quality customer service at all times.
• Oversee order fulfilment on the Shopify platform, ensuring orders from the warehouse and stores are processed in a timely manner and delivery expectations are consistently met or exceeded.
• Liaise with the warehouse team to carry out fraud checks and ensure smooth order processing.
• Oversee returns, ensuring refunds and exchanges are processed within the designated return window and handled efficiently.
• Troubleshoot customer issues, identify areas for improvement, and propose actionable solutions to enhance customer satisfaction.
• Collaborate with the retail team to build product knowledge, brand culture, and ensure consistency in cross-channel customer experiences.
• Build meaningful relationships with VIP customers, monitoring their behaviour and implementing strategies to foster long-term loyalty.
• Provide weekly and monthly KPI reports on customer service interactions, highlighting successes and areas for improvement.
• Liaise with in-store teams to ensure seamless in-store fulfilment of online orders, providing support to enhance the customer experience.
• Coordinate with Global-e for international order fulfilment, ensuring that international orders are processed and delivered to customers on time and seamlessly.

• Own the seasonal product upload process, coordinating with all relevant teams (production, inventory management, marketing, content, and logistics) to ensure a smooth and punctual go-live.
• Collaborate with the eCommerce Manager to optimise site conversion rates, tracking page performance and user behaviour to identify areas for improvement and implementing solutions.
• Create new collection pages for key product categories, new product launches, or collaborations, ensuring the content aligns with brand guidelines and customer expectations.
• Update menu items and other navigational elements to ensure customers can easily find new collections and key product categories.
• Collate product assets (descriptions, size guides, imagery) and perform content checks to ensure accuracy and consistency across the site.
• Conduct weekly audits to identify missing assets and ensure they are uploaded promptly.
• Analyse and produce refund reports
• Create and maintain documentation and training materials for the product upload and management process to ensure third parties can assist during busy periods.

• +1 years’ experience in eCommerce Customer Service and preferably a fashion retail background.
• Passionate about men’s fashion and customer experience.
• Impeccable communicator in written and verbal English is essential. Multi-lingual advantageous.
• Strong organisational and time-management skills. Ability to work to deadlines. Attention to detail. Ability to work independently as well as a team player.
• Excellent problem-solving and analytical skills.
• Good IT skills and proficiency in Microsoft Office suite, especially Excel. Knowledge of Shopify is essential, and Zendesk or Georgias is desirable.

• Generous seasonal clothing allowance & staff discount
• Pension scheme
• Cycle to Work scheme
• Monthly team socials
• Camaraderie, questionable music tastes and good coffee