Customer Care Manager

We are currently searching for a Customer Care Manager to join the team at our beautiful Head Office based in Alexandria. This is a permanent full time role working Monday to Friday.

The Role

The Customer Care Manager is responsible for leading and evolving the Customer Care function, with a strong focus on strategy, performance optimisation, and customer experience growth opportunities.

This role will own Customer Care platforms, analyse customer data to uncover insights, and drive initiatives that improve both customer satisfaction and commercial outcomes. You will lead the team, optimise processes, and partner cross-functionally to ensure Customer Care contributes meaningfully to the broader eCommerce strategy.

Key Responsibilities

Customer Care Strategy & Growth

• Support and define the Customer Care strategy, identifying opportunities to improve customer experience, reduce friction, and drive business growth

• Proactively identify trends and opportunities across customer contacts, returns, and enquiries to inform business decisions

• Support and maintain a Customer Care roadmap aligned to eCommerce and business priorities

• Drive continuous improvement initiatives across service, returns, and post-purchase experiences

• Shift Customer Care channel from a cost centre to a profit centre

• Act as the key Customer Care representative across eCommerce, Retail, and Operations and support internal and external stakeholders

Data, Reporting & Insights

• Analyse Customer Care data including ticket volume, contact drivers, returns data, and customer enquiries

• Deliver regular reporting including EOD and EOM insights

• Embed Voice of the Customer reporting in the business. Partner with our marketing team to drive personalisation initiatives with Assembly’s customer base

• Translate data into actionable recommendations to improve operations, product feedback loops, and customer experience

• Partner with key stakeholders to ensure insights are implemented and tracked

Platforms & Systems Ownership

• Own and optimise Customer Care platforms

• Identify opportunities to improve automation, workflows, and system efficiencies

• Ensure platforms are configured to support scalability, reporting accuracy, and a seamless customer experience

Team Leadership & Development

• Lead, manage, and develop the Customer Care team, fostering a high-performance and customer-first culture.

• Train and upskill team members to improve service quality, efficiency, and commercial awareness

• Oversee team rostering and resourcing to ensure coverage aligns with business needs, particularly during peak periods

• Act as escalation point for complex customer issues

• Leadership approach to be aligned to Assembly label values, with team to be lead accordingly

Customer Experience & Operations

• Ensure all customer interactions align with brand values and deliver a premium experience

• Oversee day-to-day Customer Care operations across email, live chat, and social channels

• Identify opportunities to reduce return rates through improved product information, sizing guidance, and customer support

• Improve the overall efficiency and profitability of the Customer Care function

Peak Trade & Operational Support

• Provide hands-on support during peak trading periods to ensure service levels are maintained

• Plan and prepare Customer Care operations for peak, including staffing, workflows, and communication strategies

About You

• Strong strategic thinking with the ability to identify growth opportunities
• Data-driven mindset with strong analytical and reporting skills
• Experience managing Customer Care platforms (e.g. Shopify, Indigo 8, Gorgias, ReturnGO, and Global-e)
• Proven leadership and team development capability
• Process-driven with a focus on continuous improvement
• Excellent communication and stakeholder management skills
• Commercial mindset with a focus on efficiency and profitability

Applying

We encourage applications from people of all backgrounds and underrepresented groups who reflect our wonderfully diverse community. If you would like to request accommodations within the recruitment process, please contact us via work@assemblylabel.com. Please include the job title and location in the subject line of the email.