Job Title: Customer Success Manager
Location: Leicester
Salary: £35,000 per annum
Hours of Work: 40 hours per week (Monday to Friday, 9am – 5pm)
Type: Permanent Role
Start Date: Immediate Start
We are hiring for a Customer Success Manager to work within our e-commerce department. This is a fast-paced environment where the successful candidate will be a crucial part of the team, responsible for maintaining client relationships, managing the customer onboarding process, and ensuring client satisfaction throughout their journey with us.
Duties of a Customer Success Manager
* Managing client relationships and acting as the primary point of contact for customer queries.
* Overseeing the client onboarding process to ensure a smooth start for new clients.
* Proactively monitoring client satisfaction and addressing concerns to prevent escalation.
* Handling day-to-day customer issues, including queries on order status and product concerns.
* Collaborating with internal teams to ensure seamless client service and resolve any operational issues.
* Managing and supporting a direct report in the order fulfilment team.
Skills and Experience of a Customer Success Manager
* 3+ years’ experience in customer success, account management, or client relations, preferably within e-commerce.
* Strong leadership abilities, including experience managing staff or direct reports.
* A customer-first mindset, with excellent communication and relationship-building skills.
* Strong problem-solving abilities and a proactive approach to managing client needs.
* Organisational skills and the ability to manage multiple tasks in a fast-paced environment.
* Familiarity with CRM systems and client management platforms is highly preferred.
* Experience with e-commerce and fulfilment processes is desirable.
It would be beneficial for the Customer Success Manager role if you also had:
* Strong written and verbal communication skills.
* Experience using platforms such as Slack, Trello, and Zendesk for managing customer communication and task workflows.
* Familiarity with Linnworks for inventory and order management would be an advantage (but not essential).
About the Client
Our client is a leading provider of customised apparel and merchandise. They are known for their commitment to sustainability and quality, providing services across the UK and Europe. With over a decade of experience, they work with high-profile clients in industries such as entertainment and retail. This role offers an opportunity for long-term career progression within a thriving business.
Next Steps:
Apply to this Customer Success Manager role through this advert. For more information, please contact our team on 0116 262 3733. If you have not been contacted within 7 days, please assume that your application has been unsuccessful, but we will keep your details on file for future roles.
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