Customer Care Manager – Ecommerce
£35,000 – £40,000
Are you a customer‑obsessed leader who thrives in a fast‑paced ecommerce environment? We’re looking for a driven and commercially minded Customer Care Manager to lead and elevate a high‑performing support team, delivering an outstanding experience across every customer touchpoint.
This is a hands‑on leadership role where you’ll combine strategy with day‑to‑day team management—perfect for someone who enjoys making a real impact and driving continuous improvement.
The Role
You’ll take ownership of the customer care function, ensuring every interaction reflects a first‑class service standard. From leading the team to improving processes and handling escalations, you’ll be at the heart of delivering exceptional customer experiences.
Key Responsibilities
- Lead, coach and develop a Customer Care team to deliver best‑in‑class service
- Create a high‑performance culture with strong ownership and accountability
- Improve communication across email, phone, and live chat channels while meeting SLA targets
- Take ownership of complex customer escalations and resolve issues effectively
- Manage and grow online reviews across platforms like Trustpilot, Google and Amazon
- Identify and implement improvements, including automation and AI‑driven efficiencies
- Collaborate with internal teams (e.g. buying) and external partners (e.g. couriers)
- Plan rotas and resource allocation during peak trading periods
What We’re Looking For
- Proven experience in a customer care or customer service leadership role
- Strong communication skills with the ability to influence and build relationships
- Highly organised, with experience working in fast‑moving environments
- Proactive mindset with a passion for continuous improvement
- A hands‑on leader who isn’t afraid to challenge the status quo
What’s on Offer
- Salary of £35,000 – £40,000
- Full‑time, Monday to Friday (on‑site, 5 days per week)
- Clear progression opportunities within a growing business
- Ongoing training and developmentStaff discount after probation
If you’re ready to take ownership of a customer function and drive meaningful change, this is a fantastic opportunity to step into a role where your ideas and leadership will truly make a difference.
Apply now, or for more information please contact Lydia Johnson at Seymour John.
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