Customer Experience
5 days ago
Customer Experience & Archive Manager
We are seeking a highly motivated professional to deliver exceptional customer care across our business and to oversee the day-to-day operation of our new Archive Store. This is a hands-on role also responsible for overseeing e-commerce fulfilment.
You will be directly involved in every aspect of customer care, overseeing fulfilment of some online orders and the archive store — including personally handling customer enquiries. This role is ideal for someone who thrives in a fast-paced hands-on environment, enjoys working independently, and has a passion for high-end fashion retail.
Key Responsibilities
Customer Care
- Handle customer enquiries and complaints across email, phone, and live chat/social channels.
- Provide prompt, empathetic, and professional responses to ensure a premium brand experience.
- Investigate and resolve delivery issues, product complaints, and service concerns, liaising with couriers and internal teams where needed.
- Track and report on customer feedback to identify recurring issues and opportunities for improvement.
- Maintain consistent communication standards and tone of voice in line with the brand.
E-Commerce Operations
- Work closely with warehouse and retail operations to ensure smooth order fulfillment, returns, and exchanges. Get personally involved in order fulfilment from warehouse, either hands on or through co-ordinating casual team members.
Archive Store Operations
· Manage the day-to-day operation of our new bricks & mortar Archive Store, ensuring it reflects brand standards.
· Oversee product presentation, ticketing, and store environment.
· Coordinate Archive Store inventory, ensuring stock is accurate, well-presented, and aligned with business needs.
· Liaise with the head office team to support promotions, events, and clearance strategies.
Commercial & Strategic Support
- Monitor and report on e-commerce returns, and customer satisfaction.
- Contribute insights to improve product, merchandising, stock allocation, and digital marketing initiatives.
Skills & Experience
- 5+ years' experience in bricks & mortar retail, e-commerce or online retail, ideally within the luxury fashion or aligned sectors.
- Strong practical knowledge of Shopify.
- Prior experience handling customer service and complaint resolution is desirable but not essential.
- Excellent written and verbal communication skills with a customer-first mindset.
- Highly organised, detail-driven, and able to juggle multiple priorities independently.
- Passion for fashion, design, and delivering a luxury customer experience.
Success in this Role Looks Like
- Customer-focused, smooth-running online store fulfilment that reflects our brand's premium positioning and enhances sales.
- Customer enquiries and complaints resolved promptly and positively.
- An Archive Store which operates smoothly and optimises sales of out of season stock.
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