The people. The style. The energy. The character. It’s hard not to be inspired by the UK Capital. That’s where Radley London was born with a passion for artisan-made handbags, footwear and accessories. We put fashion in functional, with every piece made to last and put a spring in your step. Whether strutting through the streets of Soho, or on the school run.
We know leather. It’s in our DNA. And we never stop striving to set a new standard for quality. Every Radley London design is made with expert care. Do you hear that smooth glide of a zip? We consider every detail and our teams all play a part.
Customer Experience Manager
At Radley, we craft beautifully designed handbags and accessories—but our commitment to excellence goes far beyond our products. We deliver a white-glove customer experience, ensuring every interaction leaves our customers feeling valued and supported.
Our Customer Contact Centre, based in our Milton Keynes Distribution Centre, is at the heart of this mission, providing exceptional service across phone, live chat, social media, and WhatsApp. But we don’t just respond to customers—we proactively engage with them, offering expert advice to convert interest into sales, especially through our website and virtual store.
We’re looking for a Customer Experience & Sales Manager to lead our team of four agents, enhance our customer service operations, and drive sales through digital engagement.
About the Role
This is a dual-focus role, combining customer service leadership with a proactive sales approach. You will manage the customer contact centre, ensuring best-in-class service while also implementing sales strategies to convert browsing customers into buyers. Additionally, you will oversee Radley’s virtual store, using our WhatsApp for Business database to engage with existing customers and drive sales of our diffusion line.
Key Responsibilities
Customer Service & Experience Management
* Lead, motivate, and coach a team of four customer service agents, fostering a culture of customer-first excellence.
* Ensure that all customer interactions (via phone, live chat, social media, and WhatsApp) align with our white-glove service standards.
* Act as an escalation point for complex customer inquiries and complaints, ensuring fast and effective resolution.
* Oversee Zendesk usage, ensuring efficient query management and continuous process improvements.
* Monitor key customer service metrics (response times, CSAT scores, resolution rates) and drive improvements.
Sales & Conversion Optimization
* Train and coach the Customer Service team to recognize sales opportunities when handling customer inquiries.
* Support and proactively engage website visitors who click through for product advice, guiding them toward purchase decisions.
* Develop and implement strategies to improve conversion rates from customer service interactions.
* Provide live product recommendations and personalized shopping assistance to customers browsing online.
Virtual Store & WhatsApp Marketing
* Manage and grow Radley’s WhatsApp for Business database, using it to proactively market our diffusion line to existing customers.
* Develop personalized outreach strategies via WhatsApp, driving direct-to-consumer sales and fostering customer loyalty.
* Work closely with Marketing & E-commerce teams to create engaging messaging campaigns for WhatsApp promotions.
* Monitor performance metrics (open rates, response rates, conversion rates) and continuously refine our virtual selling strategy.
Collaboration & Strategy
* Work closely with E-commerce, Retail, and Logistics teams to ensure a seamless omnichannel experience for customers.
* Provide insights on customer behaviour and feedback, influencing future product and service improvements.
* Keep up with customer service trends and emerging technologies, ensuring Radley stays ahead of the curve.
Desired experience
* Proven experience in a customer service leadership role (preferably in retail or e-commerce).
* Strong sales acumen, with a track record of converting customer inquiries into sales.
* Experience working with Zendesk (or similar customer support software).
* Knowledge of WhatsApp for Business and experience in digital customer engagement is a plus.
* Excellent leadership and coaching skills, with the ability to motivate a high-performing team.
* Strong communication and interpersonal skills, with a customer-first mindset.
* Analytical and results-driven, with the ability to track performance metrics and optimize strategies.
Benefits & perks
* Competitive salary & performance-based incentives
* Generous staff discount on Radley products
* Opportunities for professional development & training
* Supportive, dynamic, and collaborative company culture
* A role where you can truly influence both customer experience and sales success
* Enhanced annual leave (incl. holiday buy)
* Sickness Pay
* Life Assurance Cover
* Virtual GP
* Healthcare Cash Plan of up to c.£900 per year
* Employee Assistant Programme
* Wellbeing App (Thrive)
* Company Bonus
* Product Discount (up to 60%)
* Time in Service Rewards
* Sample Sales
* Special Occasion Gifts
* Cycle to Work Scheme
* Electric Vehicle Scheme
* Season Ticket Loan
* Bonus Scheme
* Summer Fridays
Are you ready to lead a team, enhance the customer experience, and drive sales? Join Radley and help us shape the future of luxury customer engagement.