EShop Fulfilment & Customer Service Manager

  • Dover Street Market
  • Jul 25, 2025
Full time Call Centre / CustomerService

Job Description

Key Responsibilities:

  • Lead the E-Shop Fulfilment department from the store, driving and motivating the team to reach key deliverables of the role.
  • Deliver high levels of productivity through effective engagement and respond to peak trading periods with dedication and professionalism.
  • Impact stock integrity positively by ensuring the correct processes are followed consistently and minimize stock inaccuracies through meticulous attention to detail.
  • Responsible for shared stock integrity.
  • Work cross-departmentally with key functions (Concierge, Warehouse, Stock Control, E-Shop Customer Service) to ensure an efficient shared stock flow.
  • Ensure all fulfilment KPI's and SLA's are met to the required standard.
  • Act as the lead on shared stock processes, reviewing current ways of working and identifying opportunities to streamline or improve.
  • Become the expert for shared stock systems including FF Storm, Shopify, Retail Pro, & DHL Commerce.
  • Manage daily and monthly departmental reporting.
  • Pick and pack customer orders daily, ensuring Quality Control checks are carried out prior to fulfilment.
  • Ensure brand packing guidelines are followed by the team.
  • Manage packaging usage, ensure supply is stocked, and oversee order replenishment.
  • Forecast warehouse (WH) needs.
  • Monitor and work to improve dispatch KPIs (dispatch time, % non-ships, returns processing time).

Customer Service:

  • Manage Ecommerce Customer Service Advisors to provide a seamless and personalized customer experience across all channels including email, Gorgias, phone, Trust Pilot, live chat, and social media.
  • Implement a clear tone of voice and customer service strategy.
  • Analyze customer inquiries and propose operational improvements and new templates.
  • Set KPIs and objectives for the team to ensure smooth customer service operations.
  • Explore innovative ways to improve and expand the Customer Service team globally and enhance the customer journey.
  • Manage escalated customer tickets with appropriate and personalized responses.
  • Oversee team scheduling, recruitment, and system training.
  • Administer the Gorgias platform.

Profile:

  • Process-driven, proactive, and reactive problem solver.
  • Customer service-oriented and a team player.
  • Able to multitask effectively with meticulous attention to detail.
  • Experienced in working towards targets and KPIs.
  • Strong verbal and written communication skills.
  • Flexible and adaptable to changing environments.
  • Available to work weekends and during company-wide blackout periods as necessary.