Customer Service Manager

About the role

The Customer Service Manager will shape and execute the customer service strategy for the Gym+Coffee brand, ensuring every interaction delivers an exceptional experience. Working closely with eCommerce, Supply Chain, Product and Operations teams, you will champion the voice of the customer and drive continuous improvement across the end‑to‑end journey.

Key responsibilities

• Develop and lead a customer‑centric operations strategy, embedding insights into business decisions.
• Ensure operational excellence and scalable processes across all customer touchpoints.
• Own service performance by setting KPIs, monitoring levels and launching initiatives to boost responsiveness and satisfaction.
• Lead workforce planning and resource optimisation to match demand while maintaining quality.
• Oversee returns, exchanges, refunds and escalated enquiries, balancing policy compliance with commercial goals.
• Partner with Supply Chain, Logistics and Sales to manage communications on stock, delivery and service disruptions.
• Analyse feedback, service trends and operational data to identify optimisation and cost‑reduction opportunities.
• Review and optimise customer service systems, recommend technologies and champion AI adoption.
• Produce performance reports and provide actionable business insights.

Required profile

• Proven experience leading customer service or operations teams in a fast‑growing environment.
• Strong analytical mindset with ability to turn data and feedback into actionable improvements.
• Excellent cross‑functional collaboration skills, working with eCommerce, supply chain, product and operations stakeholders.
• Track record of developing scalable processes and managing workforce planning.
• Ability to balance customer experience with commercial objectives.

Required skills