Customer Care Manager (Maternity Cover)

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