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Customer Care Manager (Maternity Cover)

Please Note: The application deadline for this job has now passed.

Your Journey

We are looking for a Customer Care Manager who is bordering on obsessive about the experience we provide to our customers. You understand taking a personal approach can make a lasting impression and enjoy fostering long-term customer relationships. Most of all, you are excited about this opportunity which is more than just a job!

This role will report to the Vice President, Customer Experience and as a guardian of our customer service, you will be responsible for training, managing and motivating a team of c.10 to deliver the fabulous SB customer experience we are renowned for!

Our Values: Well + Fit = Happy. It’s Personal. Rebellious Spirit. Bordering on Obsessive. Green Juice & Cocktails.

Your SB journey:

  • Being a point of escalation to solve customer concerns that are not easily resolved in the first instance by the team 
  • Troubleshooting complex customer queries efficiently
  • Set performance levels and KPIs for team; measure and review to ensure customer expectations are always exceeded and satisfaction levels maintained
  • Work closely with the Ecommerce team to improve the customer experience by relaying customer feedback trends and insights
  • Provide continuous training to ensure expert product and systems knowledge within the team
  • Manage, coach and develop the Customer Care team, embedding our Sweaty Betty values
  • Ensure team engagement with the brand through awareness of business initiatives and objectives
  • Manage the rota to ensure appropriate staffing levels within budget

Please note: this role requires flexibility to support the team during all open hours. As such, you may be required to work some weekends and some evening shifts.

Must Haves

  • 2 years’ experience within a customer-facing management role
  • Experience within Retail
  • Excel
  • Strong communication skills
  • Problem-solving skills
  • Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
  • Motivational skills and an ability to supervise and mentor a strong team
  • Creative thinking, to be able to come up with new ideas to improve Customer experience at Sweaty Betty
  • An ability to work well under pressure

The Extras

  • Generous clothing allowance
  • 50% off all Sweaty Betty merchandise
  • Free exercise classes in our on-site studio
  • 23 Days holiday, with buy and sell holiday option
  • Sample sales
  • Cycle to work scheme
  • Company bonus scheme
  • Flexi hour scheme, including 4pm Friday finish
  • Generous Company Maternity, Paternity and Adoption Pay and Childcare support
  • Discounts to the best Studio Classes
  • Quarterly Support Office Parties
  • Fresh Fruit Monday

Sweaty Betty Ltd

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