Omnichannel Customer Service & Aftersales Supervisor

Jimmy Choo
London
Workplace: OnsiteFull timeGBP 32,000 - 34,505 annuallyFunction: Customer Support (Service Desk)Skills: ["Leadership","Coaching","Collaboration","Analytical thinking","Communication","Problem-solving","Customer focus","Organization","Ownership"]

Oversee the end-to-end post-purchase customer journey by managing aftersales operations and eCommerce customer cases. Supervise internal and outsourced service delivery, ensure accurate tracking in the aftersales portal, and drive continuous improvements to reduce escalations. Support customer service process enhancements, maintain the Help Centre and Zendesk Knowledge Base, and produce performance reporting. Line manage a Customer Service & Aftersales Assistant, coaching and developing the team.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Jimmy Choo
Jimmy Choo
16 hours ago

Omnichannel Customer Service & Aftersales Supervisor

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Oversee the end-to-end post-purchase customer journey by managing aftersales operations and eCommerce customer cases. Supervise internal and outsourced service delivery, ensure accurate tracking in the aftersales portal, and drive continuous improvements to reduce escalations. Support customer service process enhancements, maintain the Help Centre and Zendesk Knowledge Base, and produce performance reporting. Line manage a Customer Service & Aftersales Assistant, coaching and developing the team.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage all eCommerce aftersales queries including assessments, repairs, exchanges, and write-offs.
  • •Coordinate with warehouses, repair centres, factories, suppliers, and internal teams to resolve cases on time and record aftersales activity in the aftersales portal.
  • •Review, recommend, and implement process improvements to increase efficiency and meet customer delivery commitments.
  • •Maintain the customer Help Centre and Zendesk Knowledge Base, develop response templates, and act as an escalation point for complex queries.
  • •Line manage the Customer Service & Aftersales Assistant, providing day-to-day coaching, setting objectives, conducting 1:1s, and supporting performance reviews.

Pay and Benefits

Salary: GBP 32,000 - 34,505 annually

Key Requirements

  • •Proven experience in customer service and aftersales operations, ideally in luxury retail, eCommerce, or omnichannel environments.
  • •Strong experience managing customer complaints and escalations.
  • •Technical product knowledge and experience working with repair centres, factories, or manufacturing partners.
  • •Strong understanding of eCommerce operations and omnichannel customer journeys, including contact centre and distribution centre operations.
  • •Advanced Microsoft Excel skills and experience with Zendesk (reporting workflows configuration and knowledge base management).
Experience:Luxury retailE-commerceOmnichannelContact centresCustomer experienceAftersales
Skills:LeadershipCoachingCollaborationAnalytical thinkingCommunicationProblem-solvingCustomer focusOrganizationOwnership
Languages:English
Tech Stack:ZendeskMicrosoft ExcelSAP

Company Brief

Jimmy Choo
British luxury fashion brand known for high-end shoes, handbags, and accessories, founded by designer Jimmy Choo. Operates globally as part of a larger publicly listed fashion group, with a presence in retail, wholesale and e-commerce.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1996
WebsiteLinkedIn