Customer Service Manager - Wholesale b2b

Country :
United Kingdom
Region :
Town :
Category :
Contract type :
Availability :
Full time
Years experience :
2 to 5 years
Job reference n° :

Job description

Exciting opportunity to join this fashion footwear brand at a period of International expansion. Based out of the London Head Office, the Customer Service Manager will lead a team of CS professionals to drive current wholesale accounts and create opportunities to deliver growth for UK and DACH markets.

The Customer Service Manager will have a big impact on the growing business, setting and delivering a clear vision for the team across UK and Germany.

Key Responsibilities:

- Set and deliver against a clear vision for World Class Customer Service that establishes the brand a leading brand across Europe
- Lead, manage and develop a team of CS professionals
- Delegate National and Independent account responsibilities by formalising key roles and responsibilities within the department and introducing measurements via KPIs/reporting
- Continuous training for the CS team ensuring they have full and up to date knowledge of collections and best practice
- Develop a strategy for delivering world class service to national and independent accounts both in UK and Germany
- Review current processes, implement and drive improvements
- Ensure accurate data management and seasonal order book
- Liaise with logistics manager and warehouse to ensure timely and smooth delivery
- Oversee returns process
- Accurately forecast and deliver monthly shipping
- Build strong relationships with internal stakeholders including Sales, Credit Control, Operations, Marketing, IT, Human Resources, and Finance

- Experience managing a medium sized CS team in a fast moving fashion brand
- A leader with the ability to drive high performing teams
- Experience of working with an account base of +300 from major department stores to online to independents
- Customer focussed
- Excellent problem solving skills
- Ability to be a strategic thinking, with the bigger picture in mind
- German language skills (although not essential)

** please note that due to the high volume of applications, only successful candidates will be contacted