Group Customer Service Manager

Group Customer Service Manager (Please note this role is internal only and we are not accepting external applications)

Location: Preferably Bristol but we will accept applications from all locations
Hours: 37.5 hours per week
Contract: Full Time | Permanent

We’re looking for an experienced and enthusiastic Group Customer Service Manager to lead our customer service function across the UK, US and EU, helping us deliver an outstanding experience for Rough Trade customers around the world.

This is a fantastic opportunity for someone who loves developing people, improving processes and turning customer feedback into meaningful change.

The Role

Reporting to our Global Head of Warehousing and Fulfilment, you’ll take ownership of our global customer service operation, leading our UK Customer Service team and US Customer Service Manager.

You’ll set clear service standards, build a consistent approach across markets and ensure our teams have the tools, knowledge and support to deliver brilliant customer experiences.

You’ll also work closely with our Warehouse, Digital, E-commerce and Commercial teams to improve the customer journey, from placing an order through to delivery and beyond.

What You’ll Be Doing

• Leading our people: Coaching, supporting and developing customer service teams across multiple markets, creating a positive, high-performing culture.
• Championing our customers: Ensuring customers receive timely, helpful and consistent support, whether they’re asking about pre-orders, deliveries, returns or anything in between.
• Driving performance: Using customer feedback, service KPIs and reporting to identify trends, improve response times and resolve issues more effectively.
• Making things better: Spotting opportunities to simplify processes, improve communication and reduce avoidable customer contacts.
• Working collaboratively: Partnering with teams across Rough Trade to tackle challenges, prepare for busy trading periods and deliver improvements.
• Embracing technology: Making the most of platforms such as Intercom, automation and self-service tools to improve efficiency without losing the personal touch.

What We’re Looking For

We’re after someone who brings energy, ownership and a genuine passion for delivering great service.

You’ll ideally have:

• Proven experience managing and developing customer service or customer experience teams.
• Experience working across different markets, locations or remote teams.
• A strong understanding of e-commerce, fulfilment and the challenges of delivering a seamless customer journey.
• Confidence using customer service data and KPIs to drive improvements.
• Excellent communication, problem-solving and stakeholder management skills.
• A proactive, commercially aware approach, with the ability to balance customer needs and business priorities.

Experience using Intercom would be a bonus!