Customer Service Manager – Seventh
Location: London (Hybrid)
Job Type: Full-time
About Seventh
Seventh is a contemporary fashion brand rooted in minimalism, high-quality craftsmanship, community and effortless style. With a growing global presence, we are committed to delivering an exceptional customer experience that reflects our brand value whilst connecting with our community. We are now looking for an experienced Customer Service Manager to lead and enhance our customer support operations.
Role Overview
As the Customer Service Manager, you will be responsible for managing and optimising customer support across multiple channels, ensuring seamless communication, efficient issue resolution, and a consistently excellent customer experience. You will report to the CEO and work closely with operations, logistics, and marketing teams to uphold Seventh’s high standards of customer engagement.
Key Responsibilities
Customer Service & Communication
* Manage all customer service interactions across email, Zendesk, WhatsApp, social media (Instagram).
* Handle escalations and complex customer inquiries with empathy, professionalism, and efficiency.
* Ensure timely responses to all customer queries, maintaining a high satisfaction rating.
* Adhere to Seventh guidelines to ensure brand tone and consistency in all interactions.
* Monitor and manage customer feedback and reviews across platforms, identifying areas for improvement.
* Utilise and build on our SLP (Seventh Loyalty Programme) to ensure loyal customers receive excellent customer service and feel valued.
Order Management & Logistics
* Oversee customer orders, returns, and exchanges across platforms including InExpress, Global-e, and Airbox.
* Collaborate with the operations team to ensure smooth processing of global shipments and resolve any delivery issues efficiently.
* Act as the primary point of contact for customers facing shipping, tracking, and fulfillment concerns.
* Maintain strong relationships with logistics partners to improve service levels and delivery times.
* Create and streamline processes within the department for better efficiency.
Social Media & Community Engagement
* Monitor and respond to customer inquiries, complaints, and feedback on social media platforms in real time.
* Work closely with the marketing team to align customer service messaging with brand campaigns.
* Proactively engage with customers and community members to enhance brand loyalty.
* Identify trends in social media inquiries and provide insights to the team for potential content opportunities.
* Manage private orders from VIPs and gifting.
Team Management & Training
* Lead, mentor, and train freelance customer service team members who may be required during busy periods, ensuring they provide high-quality support.
* Conduct regular training sessions to keep the team updated on best practices, brand messaging, and new platform functionalities.
* Implement performance tracking and feedback mechanisms to continuously improve service quality.
Reporting & Insights
* Monitor key customer service metrics (response times, resolution rates, customer satisfaction scores, etc.) and implement improvements.
* Provide regular reports on customer trends, common issues, and areas for improvement.
* Forecast retention rates for each season.
* Collaborate with internal teams (marketing, operations, and product development) to share customer insights and improve overall brand experience.
What We’re Looking For
* Proven experience (4+ years) as a Customer Service Manager in fashion, e-commerce, or a similar fast-paced environment.
* Strong familiarity with Zendesk, WhatsApp, InExpress, Global-e, Airbox, and other customer service platforms.
* Excellent written and verbal communication skills, with a strong emphasis on empathy and problem-solving.
* Experience managing customer service on social media (Instagram) with a brand-conscious approach.
* Strong organisational skills with the ability to multitask and prioritise tasks effectively.
* Analytical mindset with experience in tracking and improving customer service performance.
* Weekend availability.
* Leadership and coaching experience to mentor and develop a team.
* Ability to work both independently and collaboratively across departments.
* A passion for fashion and an understanding of Sevenths brand and customer base.
Benefits
* Opportunity to be part of a fast-growing, innovative fashion brand.
* Hybrid working options.
* Personal Development Courses
* Employee discounts on all Seventh products.
* Company Days Out
* Uniform Allowance
* 28 Days Holiday
* A collaborative and creative work environment.
If you’re passionate about delivering an outstanding customer experience and have the skills and experience we’re looking for, we’d love to hear from you!
How to Apply:
Send your CV and a brief cover letter to careers@seventhstores.com with the subject line "Customer Service Manager Application – [Your Name]".