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Ecommerce Customer Service Manager


London, LND, GB

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.



Primary Purpose: Coach Europe launched its first e-commerce platform in the UK in 2015 and now operates sites in 5 countries, UK, Germany, France, Spain and Italy. We are now looking for someone to support and develop our customer experience function, in partnership with the Ecommerce and Retail Director. The successful individual will be a brand an ambassador for e-commerce by providing ‘modern luxury’ and personalised support to Coach’s customers via all customer touch points including Phone, Email, Live Chat, Ratings & Reviews and Customer Surveys.


The successful individual will leverage their proficiency to...


  • Manage the day to day Customer care function in all customer touch points including Phone, Email, Live Chat, Ratings & Reviews and Customer Surveys.
  • Line manage the 3rd party Customer Services Advisors. Conduct regular 1-2-1’s, Appraisals and manage team performance against agreed KPI’s and SLA’s.
  • Work with key stakeholders predominately, E-commerce, Retail and warehouse teams to drive improvement and consistency across shopping, service and delivery experiences.
  • Drive the department sales targets via Phone, Email, Live Chat, Online Surveys. Design and deliver team initiatives to improve performance and celebrate success.
  • Recommend, initiate and manage projects to surprise and delight all customers. Evaluate customer feedback and implement recommendations for continuous improvement.
  • Champion the needs of the customer across the business. Regularly test the engagement journeys and benchmark our service propositions against retail markets in line with new technical advancements.
  • Manage all customer facing policies and guidelines, including returns and T&C’s in partnership with Retail Operations North America and Europe
  • Act as an escalation point for all customer complaints where required
  • Ensure full implementation of the Customer Care Strategy in line with departmental and company objectives
  • Review customer feedback via Calls, Emails, Live Chat, Online Survey’s and Ratings & Reviews. Actively promote and manage the process of continuous improvement in customer service standards
  • Support the achievement of Sales Plan requirements utilising cross-selling and up-selling opportunities
  • Ensure prompt response to all customer enquiries, concerns and issues
  • Work with the Marketing department to develop the Customer care strategy in line with brand focuses
  • Develop new initiatives to increase productivity, gain efficiencies and enhance customer retention and loyalty;
  • Work with the marketing director and head of IT to scope and develop new CS technologies, and decrease contacts per order by improving the customer experience;
  • Respond and resolve queries and complaints within a defined timescale, ensure all responses meet Coach’s brand vision and values in partnership with the 3rd Party Customer care provider
  • Support in the development of an Omni Channel customer care approach through the development of systems, training and process enhancements
  • Manage refunds, exchanges and repairs that are directed to customer care for both E-commerce and Retail
  • Partner with Retail and Outlet stores where required to ensure customer queries are managed appropriately
  • Partner with North America e-commerce and Customer care teams to align processes and ensure a Global Customer care structure is adhered too








    The accomplished individual will possess...


  • 3 years or more Customer Care Experience for a retail luxury company
  • Confidence and experience dealing with e-commerce & Retail customer queries and complaints
  • Confidence and experience dealing with e-commerce and retail customer queries / complaints
  • Strong experience in a customer services and Sales environment, ideally for a luxury eCommerce brand
  • A good people manager, with proven experience in managing a Customer Services Team in a previous role
  • Highly personable, and able to build strong relationships with customers, partners and internal colleagues
  • Flexible and resourceful, and happy to solve problems as they arise in a growing business
  • Experience in both inbound and outbound customer services, building customer loyalty within a Retail environment.
  • Additional language is a plus (German, Italian, Spanish, French)
  • SAP / OMS experience a plus


This role is an Ecommerce Customer Service Manager however our internal job title for this position is Manager, Customer Care.


Please note that due to a high volume of applications, if you do not hear from us within a month of applying then unfortunately you have not been successful on this occasion.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. Visit Coach at

Req ID:  46601

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