Overview
Aran Sweater Market is seeking an experienced and driven Customer Service Manager to lead and continuously develop our customer experience across all touchpoints. This is a key leadership role with responsibility for Customer Service, Returns, and carrier liaison, ensuring exceptional service standards while driving operational efficiency and continuous improvement. Reporting to the Operations Manager, the Customer Service Manager will work closely with Human Resources to support recruitment planning, workforce development, and resourcing aligned with business needs.
The Role
You will be responsible for managing the end-to-end customer service operation, ensuring a seamless and high-quality experience from initial customer contact through to delivery support and aftersales. You will lead, develop, and motivate the customer service team while driving improvements in service performance, planning, and processes.
Key Responsibilities
* Lead and manage the Customer Service team, fostering a strong customer-first culture
* Oversee customer service operations across all channels (email, phone, online, and other platforms)
* Manage returns and refunds processes to ensure efficiency, accuracy, and customer satisfaction
* Act as the primary point of contact for external delivery partners and carriers regarding service issues, delays, and claims
* Support delivery-related customer queries through effective carrier liaison
* Drive continuous service improvement initiatives
* Develop and manage forecasting, capacity planning, and staff rostering to meet service demand
* Monitor service performance and key KPIs
* Handle escalated customer and delivery-related issues, ensuring timely and effective resolution
* Work closely with the Operations Manager to align customer service activities with operational objectives
* Partner with Human Resources on recruitment planning, onboarding, training, and team development
* Support performance management, coaching, and succession planning
* Maintain and update customer service policies, procedures, and service standards
About You
* Proven experience in a Customer Service Management or similar leadership role
* Strong people management and team development skills
* Experience managing returns, aftersales, and delivery-related queries
* Comfortable liaising with external carriers and third-party partners
* Strong analytical skills with experience in forecasting, rostering, and workforce planning
* A continuous improvement mindset with a track record of service improvement
* Excellent communication, organisational, and problem-solving skills
* Customer-focused and resilient in a fast-paced environment
Why Join Aran Sweater Market?
* Join an iconic Irish brand with a rich heritage and global customer base
* Play a key role in shaping and improving the customer experience
* Work closely with Operations and Human Resources in a collaborative environment
* Competitive salary and benefits package
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