Customer Services Manager
Location: Somerset office based five days/week
KJ Talent & Partners are hugely excited to be partnering with GATINEAU. GATINEAU is a luxury, results driven skincare brand founded in Paris in 1932 by entrepreneur and trailblazer Madame Jeanne Gatineau. GATINEAU have been creating advanced, science-backed formulas for over 90 years and are trusted for delivering efficacious skincare solutions for face and body.
The Customer Services Manager will own and elevate the brand’s customer experience across all touchpoints. This role is responsible for delivering expert, timely, and empathetic support, resolving complex cases end-to-end, and ensuring every customer interaction reflects the brand’s values and high standards.
You will monitor and drive key service metrics, capture insights from customer feedback, and partner across teams to continuously improve processes and operational efficiency. The role combines hands-on problem-solving with strategic oversight, shaping the voice, tone, and standards of the customer service function as the brand scales.
This is a pivotal role within a brand that prides itself on delivering an exceptional, high-touch customer experience. The successful candidate will take ownership of the customer service function, ensuring consistent excellence across all touchpoints while driving performance, accountability, and continuous improvement.
The Opportunity
You will lead and elevate the customer service operation, setting clear standards, improving response quality and speed, and ensuring every customer interaction reflects a premium brand experience.
This role requires a hands-on leader who is comfortable stepping into detail, resolving complex issues, and implementing structure, processes, and performance management where needed.
Key Responsibilities
* Own and enhance the end-to-end customer experience across all service channels
* Personally handle and resolve complex or sensitive customer cases
* Monitor and drive KPIs including response times, resolution rates, and customer satisfaction
* Introduce structure, accountability, and best practice across customer service operations
* Work cross-functionally with operations and fulfilment teams to resolve order and product issues efficiently
* Analyse customer feedback to identify trends and implement improvements
* Define and implement scalable processes, templates, and service standards
* Champion a customer-first culture across the business
About You
* Proven experience in a customer service leadership role within a consumer, FMCG or premium brand environment
* Strong track record of improving service performance and implementing effective processes
* Comfortable managing underperformance and driving measurable improvement
* Hands-on, detail-oriented, and highly accountable
* Confident handling sensitive situations with professionalism and discretion
* Commercially aware, with the ability to balance customer experience and operational efficiency
Why This Role
This is an opportunity to join a growing brand at a key stage of its journey, where you will have genuine influence over how the customer experience function evolves. The role offers both strategic input and operational ownership, with visibility at senior level.