Customer Care Manager
The full job description covers all associated skills, previous experience, and any qualifications that applicants are expected to have.
Reports to: Head of Digital
Reports: Customer Care Executive
Start date: March 2025
Office location: Soho, London
About Hunza G
Hunza G was originally born in 1984, known then only as Hunza under the direction of Peter Meadows who created its signature, unique crinkle-stretch fabrication and high-cut leggy designs. Hunza became instantly recognisable in the 90’s after being worn by Julia Roberts in Pretty Woman. In 2015, Hunza added the G when Georgiana Huddart re-launched the brand and became Creative Director after having an obsession with the fabrics throughout her 20’s. With modern nostalgia at its core, Hunza G has grown to become an iconic brand synonymous with the beach.
Key responsibilities
The Hunza G customer care team are crucial brand ambassadors, ensuring every customer interaction exceeds customer expectations and are a crucial part of our sales and retention function. Bringing an obsession for customer experience you will act as the in-house expertise and guardian for the Hunza G customer across the business- building a robust strategy, suite of processes and reporting structure - to transition towards a best in class customer experience. Working with the Head of Digital your key responsibilities will include:
* Building on existing frameworks to create and deliver ambitious strategy for the customer care department, aiding towards maximising the brand’s NPS score.
* Develop and implement in depth reporting across relevant KPIs, providing visibility to the wider business and providing proactive actions to improve customer experience.
* Manage the in-house and 3rd party members of the Hunza G customer care team, ensuring an elevated and consistent communication of our customer first ethos and brand values.
* Develop customer service SLAs and ensure targets are met without compromising service level.
* Work with the relevant wider business departments to highlight customer pain points and deliver solutions.
* Manage and resolve customer queries across phone, email, live chat, social media and review platforms.
* AOB required.
The ideal candidate
* Strong experience in managing global ecommerce customer care teams, offering best in class customer service.
* Direct to consumer experience essential, fashion/swimwear experience ideal.
* Customer obsessed with a proactive approach.
* Strong experience in appeasement strategy.
* Hands on approach to customer care.
* Strong written and verbal communication skills.
* Ability to work in a fast paced environment as part of a small, growing and passionate team.
* Highly organised and great attention to detail.
Remote working/work at home options are available for this role.