Customer Service Manager

Edinburgh, City of Edinburgh (GB)
13 Jan 2022
13 Feb 2022
Customer Service
Contract Type
Full Time

We are seeking an experienced Customer Service Manager to oversee all Customer Service and Aftersales within Strathberry.

Working from our Head Office in Edinburgh and overseeing Global, China & Japan Customer Service, you will lead and develop the team to ensure that the highest level of service is delivered to our customers at all times and via every communication channel. You will be responsible for reporting against clear KPIs and identifying ongoing improvement opportunities . You will be responsible for creating a consistent tone and voice for the company ensuring that, in line with our values, we provide exceptional quality customer service.

Key areas of responsibility include:

  • Managing and working in a hands-on capacity as part of the Customer Service team to provide an exceptional customer experience across all channels, including email, phone, instore, live chat and social media channels
  • Implementing and managing a clear tone of voice and customer service strategy, supported by consistent processes. 
  • Establishing and reporting against KPI’s for the team to ensure customer service is running smoothly
  • Identifying trends in customer feedback and exploring opportunities for improvement and growth
  • Working with the CRM Manager to continually explore innovative ways and appropriate technologies to improve the customer journey globally and working across teams to implement new systems and processes
  • Building relationships and working closely with other departments and external organisations to ensure quality levels are achieved
  • Managing escalated customer tickets, providing appropriate responses to resolve any issues and ensuring the customer receives the best care possible.
  • Staying abreast of best practice Customer Service strategies
  • Building knowledge of Customer Service approaches across various global platforms and agreeing strategy by which each platform is supported and responded to accordingly. 
  • Creating timetable of peak activity and managing overflow support as necessary 


To be considered for this position, you must have the following experience and capabilities:

  • A minimum of 2-3 years’ experience in Customer Service Management with a luxury brand, preferably within fashion.
  • Experience in developing and implementing a comprehensive Customer Service strategy and reporting on KPIs
  • Understand the importance of promoting and reflecting the image of a luxury brand; able to exceed customer expectations
  • Able to work under pressure in a fast-paced environment
  • Able to confidently lead and organise a team
  • Outstanding verbal and written English communication skills (other languages may also be of interest)
  • Additional languages are advantageous 
  • Proficient in using IT systems, both customer service-specific and other packages.


About Strathberry

Strathberry is an Edinburgh-based and internationally known brand founded in 2013. Specialising in luxury leather goods, Strathberry creations are handcrafted in Spain using only the finest quality Spanish leathers, and can take up to 20 hours to make. Known for its instantly recognisable bar closure and minimalist design aesthetic, Strathberry’s elegant lines, exceptional attention to detail and celebrity endorsement have led to a global following.