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Customer Care Operations Manager (9-12 month FTC)

Posted: 30 Apr 2021 Closes: 31 May 2021
London, England, United Kingdom Competitive
Permanent & Full-time 1035249519


At MATCHESFASHION we are on a mission to offer the most personal luxury shopping experience in the world. We are renowned and respected for the relationships we build with clients and our brand partnerships. To achieve our ambition, we capitalise on our unique combination of technical savviness and global innovation mixed with curated content. We like to think of it as logic meeting magic. When we come together, great things happen. We live by these values: • We believe we all have a part to play: We are focused on the same goals and help one another succeed. Our company acts as one team and supports each other. • We are ambitious for our future: We are brave, try new things, test and learn to drive the right ideas forward. We also make the right decisions, always putting our customers at the heart. • We celebrate each other: We are respectful, kind and welcoming and take the time to reflect on our achievements, recognizing both big and small. MORE ABOUT US We bring together a modern edit of over 450 established and new generation designers. Founded over 30 years ago as a brick and mortar store, we transitioned online in 2012. In 2017, APAX Partners acquired a majority stake in MATCHESFASHION, fuelling our expansion. We now ship to 176 countries, have over 70 million site visits and 95% of our sales are online with the majority of sales made internationally. We have a global website, mobile apps, retail stores, private shopping, VIP events and 24/7 customer care and MyStylist teams. We have offices in the UK and Hong Kong. In London, our Head Office is based in The Shard, our brand new creative hub is in Here East and this year we are launching No.5 Carlos Place, a completely new retail concept combining digital and physical interaction. We lead the way, moving our industry forward, and we are always looking for talented individuals to come in and inspire the world with us. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our people.


MATCHESFASHION is looking for an experienced Customer Care Operations Manager to support in leading the Customer Care team to deliver exceptional customer service. This position requires the individual to take ownership of their business area, monitor the Customer Care team activity and efficiency through tight KPIs management and processes, aid in the development and drive new Customer Care initiatives.
  • Take ownership and responsibility for the Operational Performance of the department by ensuring that key KPI's are achieved. Support and Coach an International team of Agents, Senior Agents with the added complexity that the Team operate across 6 alternating shift patterns.
  • Use Operational Insights captured from Agents, Customers and our reporting to identify opportunities to improve the Operational Performance of the department and if necessary, influence upwards for proposition improvement at a Business level.
  • Help shape Weekly Ops Board reporting by providing commentary and analysis relating to the previous weeks results.
  • Shape development plans specific to each agent to keep them focused on delivering excellence in customer service and support their own personal growth.
  • Regularly monitoring performance of the team through qualitative and quantitative dashboards.
  • Develop relationships with key supporting teams internally including: Fraud team, IT, Social Media, Marketing and Retail so we can ensure efficiency and consistency across the business.
  • To represent Customer Care Management when handling legally privileged cases relating to payment, information and risk as well as supporting escalations promptly and swiftly, ensuring that action is taken to prevent any further underlying issues. You'll also support with any GDPR and Privacy cases.
  • Working in Partnership with our People Team on People related issues and ensuring Company processes are followed to support our people to success.
  • Ensuring that the Customer Care Operation has strong Leadership cover Monday to Sunday 8am until midnight (11pm in Winter) between our Real Time, Senior Agents and your own shifts.
  • Driving and Championing Employee Engagement and Satisfaction across the Team as well as shaping initiatives in response to any DREAM BIG feedback.
  • Working in Partnership with our Customer Care Continuous Improvement Manager to impact assess any incoming change associated to your Operation and sign off for business readiness
  • Be present and vocal at every opportunity to ensure that our Customers (and Team) are championed every step of the way. Hold regular 121's and Team meetings to ensure that the Team feel connected and supported
  • Manage team workflow and support with recruitment.
  • Any other duties as reasonably requested.


  • Strong communication and process focus and the ability to prioritise tasks accordingly.
  • Experience working in international eCommerce. Multilingual sites are a plus, fashion is preferable.
  • Experience of offering high quality Customer Care
  • Experience with Salesforce and NewVoiceMedia beneficial - any other CRM and Call Centre Software a must.
  • Pragmatic and results-focused.
  • Data driven, customer focused, proactive, creative and innovative.
  • Able to work well independently and within a team; good communication skills with a "can do" attitude toward problem solving.
  • All applicants must hold the right to work in the UK.


Diversity and Inclusion is a priority for MATCHESFASHION - we delight customers around the world and so it's important that our team represents our customers.

We want to attract the very best talent and create an inclusive environment that celebrates the diversity of our people and enables them to do the best work of their careers. We recognise the world is not a perfect place and that bias exists, which is why we take a focused approach in this area and are committed to ensuring that all our people processes are equitable.

We are an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status or disability status.


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