DeMellier is a London-based fast-growing designer handbag brand with strong values at heart. Awarded twice by the British Luxury Association WALPOLE, recognising its commitment to innovation, craftsmanship and the highest standards of quality. DeMellier handbags have become a favourite among strong women all over the world, including celebrities such as Beyonce, Emily Blunt, January Jones, Kristen Bell and Lily Collins among others. In addition to its direct-to-consumer business, DeMellier is stocked in leading department stores such as Neiman Marcus, Saks Fifth Avenue, Liberty, Harrods, Matchesfashion, Galeries Lafayette and Rinascente among others.
This is an exciting opportunity for the right candidate to join a fast-growing luxury handbag brand and make their mark. As a hands-on Customer Service Manager in an e-commerce environment, you will play a crucial role in ensuring DeMellier’s customers receive excellent service throughout their purchasing journey. It will be your responsibility to build and lead a first-class customer service team while leveraging your expertise to implement automation, streamline processes, and enhance the overall customer experience.
The Customer Service Manager will report directly to the Head of E-commerce & Digital Marketing and will manage two direct reports while also working closely with the wider team from e-commerce to merchandising, production and logistics partners.
Customer Service Team Leadership:
- Build and lead a high-performing customer service team, responsible for handling customer inquiries, order management, returns, and general support.
- Train and mentor team members to ensure they possess the necessary knowledge and skills to deliver exceptional service.
- Develop and maintain a positive and collaborative team culture, fostering a customer-centric mindset and a commitment to excellence.
Advanced Help Desk Platform Expertise:
- Utilise your in-depth knowledge of Gorgias or similar to implement automation, macros, and templates that enhance efficiency and productivity.
- Streamline customer service workflows and optimise response times through automation features.
- Continuously explore and implement new features and capabilities of the platform to improve the overall customer service experience.
Multichannel Customer Support:
- Responsible for all customer interactions across various channels, including email, live chat, social media, and phone, ensuring consistent and timely responses.
- Develop and implement best practices for customer support across all channels, maintaining a high level of professionalism and ensuring a seamless experience.
- Responsible for all customer reviews on Trustpilot/Google
Performance Monitoring and Reporting:
- Monitor key performance indicators (KPIs) for the customer service team, such as response time, resolution rate, customer satisfaction.
- Generate regular reports on customer service performance, analysing trends, identifying areas for improvement, and making recommendations to enhance the customer experience.
- Responsible for the management of our headquarters.
- Bachelor's Degree
- 2-4 years of Customer Service management experience building and leading a customer service team in an e-commerce environment.
- Excellent leadership and team management skills, with the ability to motivate and develop team members.
- Advanced expertise in Gorgias preferred, including the ability to set up automation, macros, and templates to streamline workflows.
- Strong familiarity with Shopify Plus and the ability to integrate Gorgias effectively.
- Proven track record of delivering exceptional customer service, meeting or exceeding KPIs.
- Strong analytical and problem-solving abilities, with a focus on continuous improvement.
- Outstanding communication and interpersonal skills, with the ability to interact effectively with customers and cross-functional teams.
- Exceptional attention to detail
- Team player, enthusiastic positive can-do attitude
- Fluent/Native English speaker
- London based