Customer Success Manager

My client is based in Leicester and is a leading provider of customised apparel and merchandise. Over the past decade, they have served companies across the UK and Europe, specialising in high-quality, sustainable production using techniques such as direct-to-garment (DTG) printing, screen printing, and embroidery. They work with renowned names in the music, retail, and entertainment industries, including Ed Sheeran and Disney. The company is committed to ethical production and sustainable practices. This role will be part of the E-commerce department and will focus exclusively on supporting the company's e-commerce clients. Monday to Friday, 9am - 5:30pm (with a daily half an hour unpaid lunch break) Office Based Responsibilities: Work as part of the developing E-commerce Team * Managing client relationships * Acting as the primary point of contact for customer queries. * Overseeing the client onboarding process * Ensure a smooth start for new clients. * Proactively monitoring client satisfaction and addressing concerns to prevent escalation. * Handling day-to-day customer issues, including queries on order status and product concerns. * Collaborating with internal teams to ensure seamless client service and resolve any operational issues. * Managing and supporting a direct report in the order fulfilment team. Skills and Experience To be successful in this role, you should have: * 3+ years’ experience in customer success, account management, or client relations, preferably within e-commerce. * Strong leadership abilities, including experience managing staff or direct reports. * A customer-first mindset, with excellent communication and relationship-building skills. * Strong problem-solving abilities and a proactive approach to managing client needs. * Organisational skills and the ability to manage multiple tasks in a fast-paced environment. * Familiarity with CRM systems and client management platforms is highly preferred. * Experience with e-commerce and fulfilment processes is highly desirable. It would be beneficial for the Customer Success Manager role if you also had: * Strong written and verbal communication skills. * Experience using platforms such as Slack, Trello, and Zendesk for managing customer communication and task workflows. * Familiarity with Linnworks for inventory and order management would be an advantage (but not essential)