Customer Care Manager

Job Description Customer Care Manager (Contract role, 40 hours per week) (April start date) We are a digitally native, direct-to-consumer baby and toddler clothing brand established and headquartered in London. We exist to inspire parents to raise kinder generations so together we can give babies a softer & stronger start. We are a hard-working and close-knit team dedicated to creating quality products and a brand loved by parents, globally. For a young emerging brand, we have achieved significant critical acclaim and global recognition, partly fuelled by celebrity endorsements such as Kim Kardashian and other influencers, as well as winning multiple awards incl. Best Baby Brand (2018, 2019, 2020), Most Eco-Friendly Brand (2020, 2021, 2022), The Queen's Awards for Enterprise (2022), Can’t Live Without Parenting Product (2021, 2023), Made for Mum (2024), Best Sleepwear Brand, My Baba Awards (2025). The role Could you be our next Customer Care Manager? We are looking for a customer- focused leader, passionate about driving operational excellence who delivers market leading service. Our focus markets are the UK and the US, however with your team you will be supporting parents to be, parents and gifters around the world. Responsibilities ● Ownership of our D2C customer service operations, championing a customer-first approach, ensuring every customer interaction is met with care yet commercially viable solutions ● Lead and inspire a team of high performing Customer Care Agents (both internal and outsourced) - including training, supporting with escalations, setting KPIs, rota management ● With an ultimate goal to deliver best in class service you will establish processes, ensuring prompt responses, efficient complaint resolution and a seamless order fulfillment (and returns) process ● You will own the relationships with our service providers Gorgias, Swap and our custom built AI Live Chat Agent with a sharp focus on efficiencies and insights ● As a key stakeholder in our subscription service proposition (Sleep Club) you will provide data driven insight and customer feedback to other project stakeholders ● Identify, create business cases and implement solutions to improve customer satisfaction while improving processes and cost effectiveness ● Use available platforms to extract live trending insights, report on KPIs and SLAs, and influence change within the business ● Collaboration with Marketing, Web Development, Product, Operations and external partners (tools, 3PLs and logistics partners) to deliver best in class service and to improve customer experiences ● Responsible for the Customer Care budget Requirements ● You are already a customer care manager, with 2+ years experience managing a team ● Experience working for a digitally native retail business ● Experience in a scale-up business ● Familiarity with customer service software (e.g. Gorgias, Swap, reviews.IO) ● Experience working with 3PL partners in multiple global locations ● Commercially minded ● An innovative thinker and leader who thrives in a scale-up environment and enjoys coaching a team to solve customer queries ● Strong interpersonal skills with the ability to communicate (internally and externally) and influence with impact - turning negative situations into positive ones ● Strong planning and time management skills ● Ability to work both strategically and operationally ● An understanding of UK and US legislation Benefits ● The opportunity to be a part of an award-winning British baby and children's sleepwear brand ● Remote working ● Working alongside a talented and passionate team of individuals ● Be part of our growing team based in South Africa To note ● The role is 40 hours per week, 8 hours per day, typically Monday - Friday with some weekend work required ● You will be required to align your hours with the UK team’s core working hours 10:00-16:00 GMT ● The role requires a level of flexibility such as working on public holidays or weekends when the business requires