Customer Care Manager - Ecommerce

Job Description

Customer Care Manager – Ecommerce
£35,000 – £40,000

Are you a customer-obsessed leader who thrives in a fast-paced ecommerce environment? We’re looking for a driven and commercially minded Customer Care Manager to lead and elevate a high-performing support team, delivering an outstanding experience across every customer touchpoint.

This is a hands-on leadership role where you’ll combine strategy with day-to-day team management—perfect for someone who enjoys making a real impact and driving continuous improvement.

The Role

You’ll take ownership of the customer care function, ensuring every interaction reflects a first-class service standard. From leading the team to improving processes and handling escalations, you’ll be at the heart of delivering exceptional customer experiences.

Key Responsibilities

• Lead, coach and develop a Customer Care team to deliver best-in-class service
• Create a high-performance culture with strong ownership and accountability
• Improve communication across email, phone, and live chat channels while meeting SLA targets
• Take ownership of complex customer escalations and resolve issues effectively
• Manage and grow online reviews across platforms like Trustpilot, Google and Amazon
• Identify and implement improvements, including automation and AI-driven efficiencies
• Collaborate with internal teams (e.g. buying) and external partners (e.g. couriers)
• Plan rotas and resource allocation during peak trading periods

What We’re Looking For

• Proven experience in a customer care or customer service leadership role
• Strong communication skills with the ability to influence and build relationships
• Highly organised, with experience working in fast-moving environments
• Proactive mindset with a passion for continuous improvement
• A hands-on leader who isn’t afraid to challenge the status quo

What’s on Offer

• Salary of £35,000 – £40,000
• Full-time, Monday to Friday (on-site, 5 days per week)
• Clear progression opportunities within a growing business
• Ongoing training and development
• Staff discount after probation

If you’re ready to take ownership of a customer function and drive meaningful change, this is a fantastic opportunity to step into a role where your ideas and leadership will truly make a difference.

Apply now, or for more information please contact Lydia Johnson at Seymour John on Lydia@Seymourjohn.com or call 07597 561036.