𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 | 𝗗𝗧𝗖 𝗘𝗰𝗼𝗺𝗺𝗲𝗿𝗰𝗲

Job Description

I’m supporting a fast-growing UK DTC ecommerce business to hire a Customer Service Manager to take ownership of the customer journey and lead an overseas customer service team.

This is a hands-on role with real scope and autonomy, ideal for someone who enjoys improving CX, building processes, and adding commercial value as a business scales.


The role

• Lead and develop an overseas team of Customer Service Agents

• Own the end-to-end customer journey, with a strong focus on retention

• Oversee CX, returns, reshipments, fulfilment issues and customer reviews

• Manage customer service across Shopify, Amazon and TikTok Shop

• Introduce clear reporting, metrics and insight to support decision-making

• Act as the go-to owner for customer experience, reporting directly to the Founder


About you

• Experience in a DTC ecommerce environment (food, drink, nutrition, supplements or similar)

• Comfortable managing offshore or remote teams

• Confident working across multiple ecommerce channels

• Systems-led, organised and commercially minded

• Keen to take ownership and make a visible impact


Location

UK based. London preferred but not essential.

Hybrid working, with flexibility for the right person.

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