Customer Service Manager

As the Customer Service Manager, you will lead the customer service strategy, ensuring every customer interaction reflects the Gym+Coffee brand and delivers an exceptional customer experience. You will drive the evolution of customer operations by optimising systems, processes, and technology to improve efficiency, scalability, and service performance.

Working closely with teams across eCommerce, Supply Chain, Product, and Operations, you will champion the voice of the customer, using insights and data to influence business decisions, drive continuous improvement, and enhance the end-to-end customer journey.

Key Responsibilities

Customer Operations

• Develop and lead the customer operations strategy, embedding a customer-centric culture across the department and wider business to ensure customer insights inform decision-making, continuous improvement, and business priorities.
• Provide leadership ensuring operational excellence, scalable processes, and consistently high service standards across all customer touchpoints.
• Own customer service performance, establishing KPIs, monitoring service levels, and driving initiatives that improve responsiveness, efficiency, and customer satisfaction.
• Lead workforce planning and resource optimisation to ensure customer demand is effectively managed while maintaining service excellence and operational efficiency.
• Oversee the end-to-end customer resolution process, including returns, exchanges, refunds, and escalated enquiries, ensuring policy compliance balancing customer experience with commercial objectives.
• Partner with Supply Chain, Logistics, Sales, and other key stakeholders to manage customer communications relating to stock availability, delivery performance, and service disruptions, minimising customer impact.
• Champion continuous improvement by analysing customer feedback, service trends, and operational data to identify opportunities for optimisation, cost reduction, and enhanced customer experience.
• Act as the voice of the customer across the organisation, influencing cross-functional initiatives and driving improvements that strengthen customer loyalty and support business growth.

Systems & Continuous Improvement

• Develop a strong understanding of customer service operations, systems, and processes to identify opportunities for improvement and innovation.
• Lead the review and optimisation of customer service systems, ensuring they support business growth, operational efficiency, and an excellent customer experience.
• Evaluate and recommend customer service technologies that enhance capability, scalability, and performance.
• Champion the adoption of AI and emerging technologies to improve productivity, streamline operations, and enhance the customer experience.
  
  
  
  

Reporting & Business Insight

• Produce customer service reports covering operational performance, customer trends and key KPIs.
• Analyse customer feedback and contact drivers to identify root causes and opportunities for business improvement.
• Provide actionable insights to senior stakeholders that support product improvements, operational efficiencies and customer satisfaction.
• Use data to measure the effectiveness of new initiatives and identify future opportunities.

Key Experience:

• 5+ years' experience managing customer service or customer operations teams, ideally within retail or eCommerce.
• Experience managing customer service platforms such as eDesk, Zendesk, Gorgias or similar.
• Proven experience leading operational improvement projects and implementing new systems or technologies.
• Strong understanding of customer service metrics and performance reporting.
• Experience using automation, AI tools or workflow optimisation to improve efficiency.
• Excellent project management and stakeholder management skills.
• Strong analytical mindset with the ability to translate customer data into business recommendations.
• Outstanding communication and leadership skills.
• A proactive, solutions-focused approach with a passion for delivering exceptional customer experiences.