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About the Role

We are seeking a hands-on, customer-obsessed leader to own and elevate our Customer Care function, driving service, team performance, and customer experience. This role involves daily execution, team development, and scaling customer experience through improved processes, technology, and automation across multiple brands and regions.

Responsibilities

• Own the day-to-day performance and development of the Customer Care department, including supervisors and advisors across multiple locations.
• Ensure high-quality customer support across email, live chat, marketplaces, review platforms, and all contact channels.
• Set, monitor, and maintain clear standards for response times, resolution times, quality, tone of voice, and overall customer experience.
• Maintain strong service levels and customer satisfaction scores during standard trading periods and peak demand events.
• Act as the escalation point for complex customer issues, complaints, and operational challenges.
• Support the team directly during periods of high contact volume, incidents, or unexpected demand spikes.
• Foster a culture of accountability, ownership, and continuous improvement within the department.
• Review and improve customer care processes for efficient, consistent handling of inquiries with clear ownership.
• Identify recurring customer pain points and implement solutions to reduce avoidable contact and improve outcomes.
• Own and continuously improve customer-facing help centers and internal knowledge bases.
• Develop and maintain effective macros, templates, workflows, and escalation procedures.
• Lead the adoption and optimization of AI, automation, and self-service solutions to enhance customer experience and team productivity.
• Collaborate with Operations, Logistics, Compliance, Trading, and other teams to improve customer journeys across delivery, returns, refunds, warranty claims, and marketplace support.
• Own Customer Care reporting, providing visibility of service levels, customer satisfaction, contact drivers, performance trends, and operational risks.
• Utilize data and customer feedback to identify opportunities for process improvement and operational efficiencies.
• Manage customer review platforms, ensuring professional responses in line with brand standards.
• Drive improvements in review performance and customer sentiment across all relevant channels.
• Act as the voice of the customer internally, sharing actionable insights with key stakeholders.
• Provide regular updates to senior leadership on departmental performance, customer trends, and improvement initiatives.
• Lead, coach, and develop a high-performing Customer Care team through clear expectations, regular feedback, and strong accountability.
• Support the ongoing development of the Customer Care Supervisor, enhancing their leadership capabilities.
• Conduct regular one-to-ones, quality reviews, and performance discussions.
• Identify training and development opportunities to strengthen team capability.
• Build clear progression pathways within the department and support career development.
• Create a positive, resilient, and solutions-focused culture that performs well under pressure and embraces change.

Requirements

• Minimum of 5 years' experience managing and developing high-performing Customer Care teams within an ecommerce business.
• Significant experience supporting both DTC websites and online marketplaces.
• Strong background managing customer contact across multiple channels, regions, and product categories.
• Experienced with customer service platforms such as Gorgias, Zendesk, or similar helpdesk systems.
• Strong understanding of customer service metrics, including SLAs, CSAT, quality assurance, and operational reporting.
• Demonstrated experience implementing AI tools, automation, workflows, macros, or self-service solutions.
• Proven ability to coach and develop supervisors, team leaders, and customer service advisors.
• Highly organised with strong operational and prioritisation skills.
• Comfortable operating in fast-paced environments where priorities can shift quickly.
• Commercially aware, understanding the impact of customer experience on reviews, retention, reputation, and business performance.
• Excellent communicator with strong emotional intelligence, judgement, and problem-solving skills.
• Hands-on and willing to get involved in operational challenges when required.
• Passionate about customer experience, continuous improvement, and leveraging technology for better outcomes.
• Driven by opportunity, takes ownership, and consistently goes above and beyond to deliver results.

Skills

• Customer Care Management
• Team Leadership
• Performance Management
• Customer Experience Improvement
• Process Improvement
• Technology Adoption (AI, Automation, Self-Service)
• Data Analysis
• Customer Insight
• Reporting
• Coaching and Development
• Operational Excellence
• Problem-Solving
• Communication
• Emotional Intelligence
• Prioritisation
• Ecommerce
• Customer Service Platforms (Gorgias, Zendesk)
• Customer Service Metrics (SLAs, CSAT)
• Marketplace Support
• DTC Website Support

Location

• Multiple Locations

Work Type

• Full-time

Experience Level

• Managerial
• 5+ years experience

About the Company

• One Retail Group is an international online retailer, brand owner, and marketplace specialist.
• Founded in 2013, the company owns multiple brands in the home appliance, lifestyle, and personal care categories.
• The company is focused on launching onto new platforms and expanding global operations.
• The company culture is fast-paced, with an emphasis on learning quickly and embracing change.