Sales Director
PureSpectrum
Customer Care Leader
Mulberry England
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Lead the Customer Care teams to deliver a professional, seamless, and proactive service that creates lasting, positive impressions for Mulberry customers
- Day-to-day delegation of the Customer Care workloads
- Team and resource management including rota planning to ensure adequate coverage across all shifts and channels
- Holiday and absence management, including tracking and approvals
- Sickness monitoring and follow-up in line with company policy
- Conduct regular 1:1s to support development, address concerns, and drive performance
- Support onboarding and training of new team members and Retail teams
- Ensure the team delivers a professional, empathetic, and consistent service across all customer touchpoints
- Confidently handle customer enquiries and complex complaints via telephone, email, and social media
- Handle and resolve escalated customer queries, protecting customer loyalty
- Monitor customer feedback and identify trends or areas for improvement
- Ensure team members are aware of and working towards SLAs and KPIs; identify backlogs and escalate with recommendations
- Motivate the team to meet and exceed targets and support continuous improvement initiatives
- Provide feedback to customer-impacting departments to ensure the Mulberry experience is delivered
- Work closely with Aftercare Leader, Retail, Transportation Repairs, Digital Trading and wider Commercial Excellence to align on priorities
- Communicate updates, changes and expectations clearly to the team and explore ideas to enhance Customer and Employee Experience
- Embrace and demonstrate Mulberry values and support sustainable, inclusive practices as a certified B Corp
Requirements
- Strong leadership and experience with people management
- Performance-driven, with the ability to monitor SLAs/KPIs, identify shortfalls, and take action to drive improvements
- Self-disciplined with excellent organisational and prioritisation
- Resilient and calm under pressure with the ability to navigate challenges and support others through change
- Exceptional communication skills
- Customer-focused mindset
- Experienced in handling escalated customer queries with sound judgement and a desire to find solutions and resolve cases
- Strong working knowledge of MS Office and CRM platforms
- Reliable, punctual, and quick-thinking
- Customer Care experience essential
- Collaborative mindset
- Experience in a luxury retail sales environment is advantageous
- Ability to identify and understand individual client needs, wants and expectations
- Willingness to work 37.5 hours per week, including key weekend working and Boxing Day cover during peak trading periods
