Based in Leicester, our client is a leading provider of customised apparel and merchandise. Over the past decade, they have served companies across the UK and Europe, specialising in high-quality, sustainable production using techniques and work with renowned names in the music, retail, and entertainment industries. The company is committed to ethical production and sustainable practices. 

This role will be part of the E-commerce department and will focus exclusively on supporting the company's e-commerce clients. 

Customer Success Manager

Leicester LE4

Up to £25 per hour

Hours of Work: 25-30 hours per week 

Monday to Friday, between 9am - 5:30pm (with a daily half an hour unpaid lunch break)

Office Based

Permanent Position

Start date: January 2024

Responsibilities:

Work as part of the developing E-commerce Team

• Managing client relationships 
• Acting as the primary point of contact for customer queries.
• Overseeing the client onboarding process 
• Ensure a smooth start for new clients.
• Proactively monitoring client satisfaction and addressing concerns to prevent escalation.
• Handling day-to-day customer issues, including queries on order status and product concerns.
• Collaborating with internal teams to ensure seamless client service and resolve any operational issues.
• Managing and supporting a direct report in the order fulfilment team.

Skills and Experience 

To be successful in this role, you should have:

• 3+ years’ experience in customer success, account management, or client relations, preferably within e-commerce.
• Strong leadership abilities, including experience managing staff or direct reports.
• A customer-first mindset, with excellent communication and relationship-building skills.
• Strong problem-solving abilities and a proactive approach to managing client needs.
• Organisational skills and the ability to manage multiple tasks in a fast-paced environment.
• Familiarity with CRM systems and client management platforms is highly preferred.
• Experience with e-commerce and fulfilment processes is highly desirable.

It would be beneficial for the Customer Success Manager role if you also had:

• Strong written and verbal communication skills.
• Experience using platforms such as Slack, Trello, and Zendesk for managing customer communication and task workflows. Without this experience, candidates won't be considered. 
• Familiarity with Linnworks for inventory and order management would be an advantage (but not essential).

In return, you will receive:

An hourly rate of £20-25ph

Company events

30 days annual leave FTE

Birthday off work

Company pension

Employee discount

Gym membership

Free on-site parking