Mars The Label is looking for a dynamic, experienced Customer Service Manager to join the team in Bolton.

As a pivotal, strategic role within the business, the successful applicant will lead the Customer Service function while contributing as a key member of the Senior Leadership Team.  The Customer Service Manager will be responsible for defining and shaping our customer service strategy, leading the customer support function for a fast-paced global brand, ensuring excellent service delivery, building strong customer relationships, and helping to shape the overall customer experience strategy.

Key Responsibilities of the Customer Service Manager:

• Develop and own the long-term Customer Service and Customer Experience strategy aligned with company growth objectives.
• Design a scalable support structure that supports increasing global order volumes while maintaining high service standards.
• Define and implement clear KPIs (NPS, response times, resolution rates, retention impact). • Identify automation and self-service opportunities while preserving premium, brand-aligned support.
• Present customer insights, trends, risks, and opportunities to inform the senior leadership team's commercial decisions.
• Collaborate and implement policy and decision-making around ordering, shipping, returns, and customer service communication.
• Collaborate with the Senior Leadership Team on cost-to-serve modelling and resource planning/scaling
• Identify upsell, cross-sell, and retention opportunities through service interactions.
• Use customer feedback to support wider decision making around product improvements, ecommerce function and reduce return rates.
• Maintain a premium, fashion-forward brand tone across all customer service communications.
• Lead digital transformation initiatives within customer support (Al tools, ticketing optimisation, workflow automation).
• Continuously review customer journeys to remove friction points.
• Working closely with the Marketing Director and Head of Brand to develop crisis response frameworks for peak trading, product launches, and operational disruptions.

What Mars The Label is looking for:

• Proven experience leading a Customer Service or Customer Experience function, ideally within ecommerce, retail, or fashion.
• Experience operating at the management level with exposure to senior leadership discussions and strategic planning.
• Demonstrated success scaling teams and processes in a growing business.
• A confident and approachable leader who builds high-performing, motivated teams.
• Calm and solutions-focused under pressure, particularly during peak trading periods.
• Data-driven and KPI focused, who is able to translate customer insights into actionable business improvements.
• Strong written and verbal communication skills with the ability to adapt tone to reflect a premium fashion brand.
• Confident presenting insights and recommendations to senior stakeholders.
• Skilled at cross-functional collaboration with Operations, Marketing, Finance, and Product teams.
• Self-starter, highly motivated with a positive attitude and team player mentality.

What you'll get working at Mars The Label:

• Competitive salary based on experience.
• 50% discount on all Mars The Label products.
• Hybrid working.
• Flexible working hours.
• Learning and development opportunities.
• Company social events.
• Supportive and collaborative environment with clear opportunities for career progression.

Application

Apply with a CV and a cover letter outlining your suitability and interest.