Customer Service Manager

Job Introduction

With exclusive luxury goods and world-class customer service, Selfridges delivers an experience that’s second to none.  Our response is our reputation. – By influencing Customer Services to deliver a service offer that is uniquely Selfridges.

A bit about the role

This role requires exceptional leadership skills to drive a team to deliver exceptional service standards. This is a critical role in supporting the maximisation of profitability within the business and exceeding customers’ and teams expectations.

Working closely with the Customer Relations team in London & Customer Service team in Ipswich, you will challenge and develop operational efficiencies throughout the Customer Journey online and in store. You will manage key creative, Masterplan, product launches and calendar events including Christmas and Sale in collaboration with CS.

You will also regularly review performance, following up and feeding back to Line Manager and General Manager.

• Ensure a clear understanding of the SLA drivers including the budget and, cost forecasting processes.
• Work with key stakeholders within to ensure the promotional timetable is met and the visual impact/ standards are delivered
• To Support key 20/20 projects for Customer Services ensuring they are communicated and embedded in line with the 20/20 strategy.
• To lead by example, whilst promoting and setting standards which meet Selfridges’ values
• Have an awareness of the recruitment and assessment processes, working with Customer Services to ensure the right people are recruited
• To build strong and proactive stakeholder relationships across all stores and digital to promote a working as one culture to be able to share best practice.
• Review and support NPS providing action points where needed for all areas of the business including monthly service meetings
• Responsible for overseeing reward and recognition for Customer Services Team in line with the Selfridges Purpose and Vision

A bit about you

• Minimum of five years operational retail / contact centre experience within a Senior role
• Excellent communication skills with the ability to challenge, influence upwards and strong interpersonal skills
• Self-motivated and the ability to motivate and develop a team – coaching and mentoring
• Analytical and strong attention to detail
• Commercially astute – in tune with trading trends and demonstrates a commercial intelligence that helps to support key functions within the business
• Excellent problem solver
• Ability to deliver work under pressure in a changing environment
• Resilient
• Team player
• Ability to network and influence accordingly

A bit about us

Selfridges is a shop run on imagination: a place where the world’s most covetable brands combine with the most extraordinary spectacles, events and ideas for an experience like no other.

The story began when Harry Gordon Selfridge first arrived in London from Chicago in 1906 with his heart set on opening his dream store. With his revolutionary understanding of publicity and the theatre of retail, Selfridges Oxford Street opened its doors for the first time in 1909. The founder’s spirit of innovation and creativity lives on through its owners today. Since 2003, W. Galen Weston and his family have owned and operated the business, which now includes two stores in Manchester, one in Birmingham, plus selfridges.com and the Selfridges App which both deliver to over 130 countries.

In 2016 Selfridges was the first ever store to be awarded the title of ‘World’s Best Sustainability Campaign by a Department Store’ at the IGDS Global Department Store Summit, in-line with its focus on buying better and inspiring change. For an unprecedented three consecutive occasions in a row (2010, 2012 & 2014) Selfridges also won the coveted ‘Best Department Store in the World’ award, underlining its place at the forefront of retail.