Job Description:
Position Overview: - Customer Delight Manager
At Lyle & Scott, we recognise that all success starts with people.
We welcome creativity and value individuals passionate about delivering a strong performance.
We are a privately owned British brand with 150 years of history that has built a reputation for crafting high-quality clothing. We are a brand with true authenticity, heritage and expertise that is recognised throughout the world.
We are looking for an in-house Customer Delight Manager to play a key role within our Customer Delight Team based in Selkirk, Scotland.
Own the engine room of our wholesale business — keeping orders moving, solving stock and delivery challenges fast, and making sure every customer feels looked after, working side-by-side with Commercial, Operations and Finance. If you’re a sharp, people-first leader who thrives on pace, precision, and making things better every day — this could be the right opportunity for you.
Key Responsibilities:
1. Lead and energise the Customer Delight team to deliver a standout wholesale experience, every day.
2. Keep wholesale orders flowing smoothly — staying ahead of delivery risks, stock issues, and customer needs.
3. Protect the order book by solving problems fast, preventing cancellations, and keeping customers confident.
4. Drive smarter ways of working across Commercial, Operations, Merchandising and Finance to improve service, speed, and accuracy.
Qualifications / Experience:
1. Proven experience leading a customer service / account operations team (ideally in wholesale or retail).
2. Strong working knowledge of order processing, delivery coordination, and managing customer expectations.
3. Confident communicator who can build trust with customers and influence internally across teams.
4. Highly organised and detail-driven, with strong Excel skills and the ability to spot issues before they escalate
About us...
* Holiday purchase scheme.
* Medical CashPlan
* 1 week a year to work anywhere in the world… it can be Fiji or your sofa.
* Flexible working, so you can fit in your spin class… or hit snooze on your alarm, we don’t judge!
* 1 week extra off work if you get married! (Not deducted from your annual leave)
* Employer pension contributions.
* Generous staff discount… Great sample sales throughout the year so you can stock up on Christmas Presents!
* Welcome to the Family Lyle & Scott Item!
* Training and learning development.
* Season Ticket Loan.
* Holiday loyalty scheme: the longer you’re with us, the more we will increase your allowance
* Cycle2Work Scheme.
* Dog-friendly office.
Please apply with your CVs through LinkedIn.
Lyle & Scott is an Equal Opportunities Employer and treats all applications purely based on skills and experience.